Grievance Redressal Policy

1. Introduction

This Grievance Redressal Policy ("Policy") has been formulated in accordance with applicable Indian regulations including the Consumer Protection Act, 2019, and the Information Technology Act, 2000. It sets out a fair, transparent, and time-bound mechanism for addressing grievances raised by any person interacting with our platform.

2. Objectives

The primary objectives of this Policy are:

To provide a structured, accessible, and fair mechanism for grievance redressal.
To ensure timely acknowledgement and resolution of all grievances.
To treat all complainants with courtesy, respect, and impartiality.
To maintain transparency throughout the grievance resolution process.
To continuously improve service quality based on grievance trends and feedback.
To comply with all applicable legal requirements governing grievance management in India.

3. Scope and Applicability

This Policy applies to all grievances raised by customers and businesses availing services through the axiTrust platform.

4. Definition of a Grievance

A "grievance" means any written expression of dissatisfaction by a complainant about a service, action, or inaction of axiTrust that requires a response or resolution. This includes complaints received via email, phone, or the Contact Us form on the website.

Routine service requests (e.g., requests for information, status updates) shall not be treated as grievances unless the response to such requests is unsatisfactory to the complainant.

5. Channels for Submitting Grievances

Customers may submit grievances through the following channels:

Email: compliance@axitrust.com

Mail: 1st Floor, MGF Metropolis, MG Road, Gurugram, Haryana – 122002, India

Website: www.axitrust.com/contact

All grievances must be submitted in writing (including electronic submissions). Anonymous grievances will be reviewed at the Company's discretion; however, for formal resolution, complainant details must be provided.

6. Grievance Redressal Process & Escalation Matrix

axiTrust follows a two-stage escalation framework to ensure all grievances are resolved in a fair and timely manner:

Stage 1 – Customer Support Team (First Point of Contact)

All grievances should first be addressed to our Customer Support Team via email or the ‘Contact Us’ form on the website (see Section 5). Upon receipt of a grievance:

The grievance will be acknowledged within 24 hours (1 business day) of receipt.
The support team will investigate the issue and aim to resolve it within 3 business days.
The resolution will be communicated to the complainant via the same channel used for submission, unless otherwise requested.

Stage 2 – Grievance Officer

We have duly appointed a dedicated Grievance Officer, who also fulfils the responsibilities of our Data Protection Officer. This individual is primarily accountable for addressing your concerns and ensuring adherence.

If the complainant is not satisfied with the resolution provided at Stage 1, or if the matter is not resolved within 3 business days, the grievance may be escalated to the designated Grievance Officer:

Name: Adesh Singh

Designation: Grievance Officer

Email: compliance@axitrust.com

Response Time: Acknowledgement within 48 hours; Resolution within 7 business days

The Grievance Officer shall review the matter independently, call for additional information if required, and provide a written resolution. The officer is empowered to take corrective action and recommend systemic improvements where warranted.

7. Closure and Communication of Resolution

A grievance will be treated as closed upon occurrence of any of the following:

The complainant accepts the resolution provided by axiTrust.
The complainant does not respond within 15 calendar days after the resolution is communicated.

All resolutions will be communicated in writing (electronically or by post) and will include the following:

Summary of the grievance and investigation findings.
Action taken or proposed by axiTrust.
Applicable timelines for any corrective actions.
Information on next steps if the complainant remains dissatisfied.

8. Confidentiality and Data Privacy

All personal data and information shared as part of a grievance shall be treated with strict confidentiality in accordance with axiTrust's Privacy Policy and applicable data protection laws. Information will be used solely for the purpose of investigating and resolving the grievance.

9. Obligations of axiTrust

axiTrust is committed to:

Treating all complainants with fairness, dignity, and respect regardless of the nature of their grievance.
Ensuring grievances are investigated objectively and without prejudice.
Not retaliating against any person for raising a grievance in good faith.
Maintaining a grievance register and providing periodic management review of grievance trends.
Maintaining records of grievances and resolutions for periodic management review.
Ensuring staff involved in grievance redressal are adequately trained.

10. Policy Review and Updates

This Policy will be reviewed at least once every year or whenever there is a material change in business operations, regulatory framework, or service offerings. Updated versions will be published on www.axitrust.com and will be effective from the date of publication. Customers are encouraged to review this Policy periodically.

11. Contact Information

For any queries related to this Policy or to submit a grievance, please contact us:

axiTrust Private Limited

AltF, 4th Floor, DLF Millenium Towers, Gurugram

Email: compliance@axitrust.com