Grievance Redressal Policy
1. Introduction
This Grievance Redressal Policy (“Policy”) is formulated to ensure that any grievances, complaints, or concerns raised by customers, clients, partners, or other stakeholders of StackIntel (hereinafter referred to as “the Company”) are addressed in a timely, fair, transparent, and efficient manner. StackIntel is committed to maintaining high standards of customer satisfaction, service quality, ethical conduct, and regulatory compliance across all its offerings, including but not limited to software services, technology platforms, data solutions, AI solutions, consulting services, and digital products.
2. Objective
The objectives of this Grievance Redressal Policy are:
- To provide a clear and structured mechanism for the resolution of grievances.
- To ensure fairness, transparency, and accountability in handling complaints.
- To comply with applicable Indian laws and regulations including IT and data protection laws.
- To maintain proper records and audit trails of complaints.
- To identify recurring issues and enable continuous improvement of services.
3. Scope
This Policy applies to all grievances or complaints received from:
- Customers and end-users
- Clients and enterprise partners
- Vendors, service providers, and consultants
- Any other stakeholder interacting with StackIntel
The grievances may relate to, but are not limited to:
- Service quality or delivery issues
- Software or platform-related concerns
- Data privacy or information security issues
- Billing, payments, or contractual matters
- Customer support or operational issues
Complaints can be submitted through email, phone, written communication, or digital platforms operated by the Company.
4. Applicable Laws & Regulatory Framework
This Policy is framed in accordance with, and guided by, the following laws and standards (as applicable):
- Information Technology Act, 2000
- Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011
- Digital Personal Data Protection Act, 2023
- Consumer Protection Act, 2019
- Applicable contractual obligations and industry best practices
5. Grievance Redressal Mechanism
Step 1: Receipt & Acknowledgment
- All grievances received by the Company shall be acknowledged within 24 hours of receipt.
- The acknowledgment will include:
- Confirmation of receipt
- Reference or ticket number
- Expected timeline for resolution
Step 2: Review & Investigation
- The grievance will be reviewed and investigated by the appropriate internal team.
- Investigation may include:
- Reviewing records, logs, or contracts
- Consulting internal departments or third-party service providers
- The Company aims to resolve grievances within 7 business days from the date of receipt.
- If additional time is required, the complainant will be informed with reasons and a revised timeline.
Step 3: Resolution & Communication
- The outcome of the grievance shall be communicated in writing (email or official communication).
- The response will include:
- Summary of the issue
- Actions taken
- Final resolution decision
- If the complainant is satisfied, the grievance will be closed.
- If not satisfied, the complainant may escalate as per the escalation matrix below.
6. Escalation Matrix
For any issue or grievance, escalation may be made to the designated Nodal Officer:
| Level | Turnaround Time | Name & Designation | Contact Details |
|---|
| Nodal Officer | Within 24 hours of escalation | Ranjit Kumar
Nodal Officer – Grievance Redressal | Email: support@stackintel.in
Phone: +91 95593 13243 |
The Nodal Officer shall review the grievance independently and ensure appropriate corrective actions.
7. Confidentiality & Data Protection
- All grievances and related information shall be treated as confidential.
- Personal or sensitive data shared during the grievance process shall be handled in accordance with:
- Digital Personal Data Protection Act, 2023
- IT Act, 2000 and associated rules
- Information shall be shared strictly on a need-to-know basis for grievance resolution.
8. Monitoring & Reporting
- StackIntel shall maintain a register of grievances including:
- Nature of complaint
- Date of receipt
- Resolution status
- Turnaround time
- Periodic reviews shall be conducted to:
- Identify systemic or recurring issues
- Improve internal processes and controls
- Summary reports may be reviewed by senior management as part of governance practices.
9. Continuous Improvement
StackIntel considers customer and stakeholder feedback as a vital input for service enhancement. Insights derived from grievances shall be used to:
- Improve service quality and reliability
- Enhance customer support processes
- Strengthen compliance and risk management frameworks
10. Roles & Responsibilities
Customer Support / Operations Team
- Receive, acknowledge, and investigate grievances
Nodal Officer
- Handle escalations
- Ensure timely and fair resolution
- Act as the primary compliance point of contact
Management
- Review grievance trends
- Implement corrective and preventive measures
11. Review & Revision
This Policy shall be:
- Reviewed annually, or
- Revised earlier if required due to:
- Regulatory changes
- Business or operational changes
12. Conclusion
This Grievance Redressal Policy reflects StackIntel’s commitment to customer-centricity, transparency, accountability, and legal compliance. By implementing this framework, StackIntel aims to build trust, foster long-term relationships, and continuously enhance the quality of its services.