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Grievance Redressal Policy

 

At Yugalinks Global Connect Pvt Ltd, we value our users and are committed to providing a transparent and effective grievance redressal mechanism. This policy outlines the process for addressing and resolving user concerns promptly and fairly. 

 

Policy Commitment

We are dedicated to resolving user grievances through a structured process by:

  • Providing a clear, accessible channel for lodging complaints.
  • Ensuring fair and unbiased investigation and resolution.
  • Maintaining transparency and timely communication throughout the process.

Scope of the Policy

This policy applies to:

  • Buyers and sellers using the Yugalinks platform.
  • Partners and affiliates associated with our services.
  • Any individual or entity affected by the operations of Yugalinks Global Connect Pvt Ltd.

Grievance Reporting Mechanism

Users can report grievances through the following channels:

  • Online Portal: Submit complaints via our dedicated grievance submission form.
  • Email Support: Send detailed grievances to our support team via email.
  • Contact Center: Reach our customer service team for immediate assistance.

Grievance Resolution Process

We follow a structured process to ensure effective resolution:

  • Acknowledgement: We acknowledge receipt of grievances within 48 hours.
  • Investigation: A thorough investigation is conducted by the relevant department.
  • Resolution: We aim to resolve grievances within 15 business days, depending on complexity.
  • Escalation: If unsatisfied with the resolution, users may escalate the matter to higher authorities.

Digital Support for Grievance Handling

Our IT team supports efficient grievance management by:

  • Automating grievance tracking and monitoring systems.
  • Providing real-time updates through user dashboards.
  • Ensuring data privacy and security during grievance handling.

User Rights and Responsibilities

All users have the right to:

  • Submit grievances without fear of retaliation.
  • Receive fair, transparent, and timely responses.
  • Appeal or escalate unresolved grievances.

Users are responsible for:

  • Providing accurate and complete information.
  • Cooperating during the investigation process.
  • Respecting the decision once a final resolution is provided.

Confidentiality Assurance

We maintain the confidentiality of all grievances by:

  • Restricting access to authorized personnel.
  • Protecting sensitive user data in compliance with legal standards.
  • Ensuring that all records are securely stored and monitored.

Monitoring and Compliance

We continuously improve our grievance redressal mechanisms by:

  • Regularly auditing and reviewing grievance records.
  • Implementing user feedback for process enhancements.
  • Complying with legal and regulatory frameworks.

Escalation Matrix

If a grievance remains unresolved, users may escalate as follows:

  • Level 1: Grievance Officer – Initial review and resolution.
  • Level 2: Senior Management – Secondary review and advanced resolution.
  • Level 3: Independent Arbitration – Final, binding decision.

For assistance or to report a grievance, please visit our Contact and Support Information page.