1. Purpose:The Company i.e. BureauID India Private Limited is committed to resolving grievances promptly and fairly to uphold trust and satisfaction in our services. This Grievance Redressal Policy outlines our commitment to resolving any grievances or complaints effectively and efficiently.
2. Scope: This policy applies to all customers/ end-users whose credit information is accessed.
3. Lodging a Grievance:
The customers/ end-users can lodge a grievance via email specified below, within 10 business days of the issue arising. Regular updates will be provided to the customer regarding the status of their grievance until it is resolved.
Level 1:
Service Representative
Timeframe: Acknowledge within 1 business day; resolve within five business days.
Details of the Service Representative-
Email ID- support@bureau.id
Level 2:
Senior ManagerIf no response is obtained from Level 1 within five business days, the issue can be escalated to Level 2
Timeframe: Acknowledge escalated grievance within 1 business day; resolve within 10 business days from initial escalation.
Details of the Senior Manager-
Name- Sidharth Jain
Email ID- sidharth.jain@bureau.id
Level 3:
If no response is obtained from Level 2 within 10 business days from initial escalation, the issue can escalated to Level 3
Timeframe: Acknowledge escalated grievance within 1 business day; resolve within 15 business days from initial escalation.
Details of the Nodal Officer-
Name- Anil Tadimati
Email ID- anil@bureau.id
If emails are received by Level 2/ Level 3 without sent to Level 1 previously, response will be received from Level 1 as per Level 1 turaround time.
4. Confidentiality:
All information related to client grievances will be treated confidentially to protect client privacy and maintain trust.
5. Feedback and Closure:
Once the grievance is resolved to the customer’s satisfaction, feedback may be sought to improve our processes. A closure confirmation will be provided to the customer. We will use client feedback from grievances to continuously improve our services and processes.6. Review and Revision: This Grievance Redressal Policy will be reviewed periodically to ensure its effectiveness and may be revised as necessary to reflect changes in regulations or company practices.
