Grievance Officer & Redressal Policy
Our commitment to effective resolution of complaints and user satisfaction
Key Information
Response Time
Within 48 hours
Escalation
To Grievance Officer
Resolution
Within 30 days
1. BACKGROUND
Definitions
"Company", "we," "us," and "our" refer to Indeqnet Private Limited.
Service Reference
"Service" refers to the Company's services as mentioned in the Terms of Use
User Definition
"You" refers to you, as a user (or subscriber) of our Site or our Service.
2. OBJECTIVES OF THE POLICY
The Company understands and appreciates the importance of an effective and expeditious resolution of complaints raised by the Users/Subscribers using its Service.
User satisfaction is key to the Company and it is therefore essential that the Users have an avenue for communicating with the Company and the Company should put in place internal processes to receive and address all concerns of Users.
3. PROCESS TO AVAIL SUPPORT
Email Support
Users can write to us at support@indiaequitynetwork.com for complaints related to the Service.
Note: Any complaint through email shall be acknowledged promptly after receipt and a complaint registration number (also known as "ticket id") shall be issued.
Important Conditions for Addressing Complaints
All complaints received by email shall be sent from the registered email id of the User, as available on the Company's records.
The User should mention his/her full name and registered mobile number in the complaint.
The complaint shall indicate what the complaint is in relation to any specific aspect on the service platform.
Any anonymous complaints shall not be entertained.
4. GRIEVANCE REDRESSAL
Escalation Process
If the User is not satisfied with the resolution received from above channels, or if the User does not hear from us in two weeks, the User can escalate/write to the Grievance Officer.
Mr. Ram Iyer
Grievance Officer
Indeqnet Private Limited
201, Radhakrishna, Radha Residency
Siddharth Nagar, Borivali - East
Mumbai - 400066, Maharashtra, India
Important: Users are required to quote the complaint number (also known as "ticket id") provided to them in their earlier communication.
Resolution Timeline
The Grievance Officer shall promptly and no later than 30 days from the date of receipt of the grievance, take necessary steps to resolve the grievance.
Closure Policy
If no further communication is received from the User within 10 days upon receiving our response, the grievance shall be treated as satisfied & closed.
5. GRIEVANCE COMPLIANCE REPORTING
A consolidated summary of all the grievances, pending and closed, will be submitted to the Board of Directors of the Company every quarter, by the Grievance Officer, for compliance purposes.