1. Purpose

This Grievance Policy outlines the procedure for addressing complaints and concerns regarding our services. We are committed to resolving issues promptly and fairly.

2. How to File a Grievance

You can submit a grievance through:

• Email: support@shopactmaharashtra.org
• Phone/WhatsApp: 8855888998
• Written Letter: To our registered office address

3. Information to Include

When filing a grievance, please provide:

• Your full name and contact information
• Application reference number (if applicable)
• Detailed description of the issue
• Any supporting documents or evidence
• Preferred resolution or outcome

4. Resolution Timeline

• Acknowledgment: Within 24-48 hours of receiving your grievance
• Investigation: We will investigate the matter within 7-10 business days
• Resolution: We aim to resolve grievances within 15 business days
• Complex Cases: May require additional time; you will be kept informed

5. Escalation Process

If you are not satisfied with the initial resolution, you may escalate your grievance by:

• Requesting a review by senior management
• Providing additional information or context
• Seeking mediation if necessary

6. Confidentiality

All grievances are treated confidentially. Information will only be shared with individuals involved in the resolution process.