What happened
In your own words. A paragraph is enough to start with, and we will ask if we need more.
Grievance redressal
Raising a grievance
If something we did falls short, tell us. A complaint that reaches us early is easier to put right than one that reaches us late, and it is the fastest way we learn where the work is weak.
Every grievance is recorded, answered in writing and kept, whether or not it goes your way. That record is what makes the commitment on this page checkable rather than decorative.
What to tell us
Four things. None of them needs a form, a reference number or a particular form of words, and a grievance is never refused for arriving in the wrong shape.
When it happened
A date or a rough period. It helps us find the record without asking you to hunt for it.
Anything that shows it
A statement, an email, a screenshot. Useful, and never a condition of being heard.
What would put it right
Telling us what a good outcome looks like to you saves a round of correspondence.
How a grievance moves
Four stages with a clock on each one. If a stage is going to run over, you hear that before the deadline rather than after it.
01
Received
Logged the day it arrives, with a reference we give you so you can refer back to it.
02
Acknowledged
Within seven days, in writing, confirming what we understand the complaint to be.
03
Looked into
By someone other than the person the complaint concerns, against the records rather than the recollection.
04
Answered
Within thirty days, in writing, with the finding, the reasoning and what happens next.
If a matter needs longer than thirty days, we write before the thirtieth day with the reason and a date. Silence is the one outcome that never happens.
If our answer leaves it unresolved
Say so, and it goes further. Escalating costs you nothing and it starts a fresh clock rather than continuing the old one.
Ask for a review
Reply and say you are escalating. The matter is reviewed by senior management of the company, by someone who has had no part in the answer you received.
Anything about your data
A complaint about personal data can go directly to the Data Protection Board of India under the Digital Personal Data Protection Act, at any point and without asking us first.
Privacy policyRegulated activity
As each pillar takes up its regulatory registration, the officer responsible for grievances at that entity and the regulator's own escalation route appear on this page.
Entities and licencesWhat we record, and why it matters to you
A grievance process that keeps no record is a conversation. Keeping one is what lets a pattern show itself, and a pattern is usually more useful than any single complaint.
Raise something nowKept on every grievance
- The complaint as you put itIn your words, rather than summarised into ours.
- What we foundThe records looked at and the conclusion drawn from them.
- The outcomeIncluding the ones where we decided against you, and why.
- What changed because of itWhere a complaint showed something was wrong with how we work.
Records are held for the period the relevant regulator requires, and for at least three years where no rule applies.
Tell us what went wrong
Write to us with the subject Grievance, or call. Either way it reaches a person, gets logged, and gets an answer in writing.
Write to us