Consumer Grievance Redressal Policy
Your voice matters. We are committed to resolving your grievances with transparency, efficiency, and care.
Consumer Grievance Redressal Policy
Your voice matters. We are committed to resolving your grievances with transparency, efficiency, and care.
Effective
Immediately
Version
1.0
Jurisdiction
Gandhinagar, IN
Grievance Email
grievance@DigitalRakshak.com
Introduction
The objective of this Policy is to provide guidelines for processing and resolving the grievance as raised by the consumers. The Policy applies to all consumers("Consumers") who access DigitalRakshak InfoTech Private Limited ("DigitalRakshak") services either directly or indirectly, and to all DigitalRakshak employees who handle consumer-facing interactions.
Objectives
The primary objectives of this Policy are to:
- Implement a structured escalation mechanism where required.
- Provide a consumer-friendly grievance redressal mechanism that is accessible, transparent, and effective.
- Ensure that all grievances, whether classified as queries, requests, or complaints, are resolved within the timelines prescribed under applicable law.
- Monitor grievances periodically, conduct root cause analysis, and introduce improvements in service delivery to Consumers.
- Enhance Consumer education on the nature and use of information and the rights available to Consumers under applicable law.
Scope
This Policy covers all queries, requests, and complaints directly received by DigitalRakshak from Consumers.
The Policy does not cover queries, requests, or complaints that:
- Relate to disputes already pending before courts, consumer fora, or arbitration tribunals.
- Are raised by unauthorised third parties such as credit repair agencies or "credit clinics" on behalf of Consumers.
- Are raised by Consumers directly with the credit institutions or credit information company.
- Relate to disputes pertaining to services of the credit institutions or credit information company.
Classification of Interactions
Query
A Consumer request for information or clarification.
Complaint
An expression of dissatisfaction requiring corrective action.
Request
An affirmative consumer demand for a specific service relating to its information.
Dispute
A specific type of complaint relating to the accuracy of information contained in an output report or its summary.
Governance, Monitoring, and Reporting
DigitalRakshak will ensure periodic training sessions are conducted for employees handling Consumer grievances.
Data Retention
DigitalRakshak will maintain all complaint, query or request records securely and confidentially for the period required under applicable law.
Channels for Raising Queries and Complaints
DigitalRakshak provides the following channels through which Consumers can raise queries, requests, or complaints. These are designed to be easily accessible and consumer-friendly.
Complaints may be addressed to grievance@DigitalRakshak.com
Written complaints may be sent to 1st Floor, Plot No. 1195/1, Sector 2A, Sector 2, Kasturba Vidyalaya, Gandhinagar, Gujarat - 382007.
Consumers may escalate complaints to the Data Protection Officer at DigitalRakshak, at dpo@DigitalRakshak.com
DigitalRakshak will endeavour on a best effort basis to resolve the dispute within 30 calendar days from the receipt of the written grievance.
Disclaimer
For any queries, requests, or complaints pertaining to a credit institution or credit information companies, Consumers can reach out to the respective credit institution or credit information company.