Grievance Redressal Policy
This Grievance Redressal Policy (“Policy”) outlines the mechanism for addressing complaints and grievances related to services on Swadeshidirectory.com, operated by Swanand Jivanshaili Foundation (“Foundation”). As required under the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we maintain a structured process to resolve user issues promptly and fairly. This Policy applies to all users, including business listers and visitors, ensuring complaints are handled within specified timelines to uphold consumer rights.
Scope of Grievances Covered
The Policy covers complaints related to service quality, such as listing inaccuracies, payment disputes, privacy concerns, content removal requests, or platform functionality issues. It includes grievances on unfair practices, data handling, or non-delivery of subscribed services like directory listings. Exclusions apply to third-party disputes (e.g., between listers and end-users) or illegal activities, which are referred to appropriate authorities. All grievances must pertain to the Website’s operations and comply with Indian laws.
Grievance Officer Details
The Foundation appoints a dedicated Grievance Officer to oversee complaint resolution: Name – [Grievance Officer Name, Mr. Vinayak Raykar, Email – swadeshidirectory2010@gmail.com Phone – +91 9225513999, Address – Swanand Jivanshaili Foundation, Sn-25, Office no-2, Vijaya Chembers, Hingane Khurd, Pune, Maharashtra, India, 411041. The Officer is accessible during business hours (10 AM – 6 PM IST, Monday to Friday) and reports directly to the Foundation’s management. Contact details are publicly displayed on the Website’s Contact and footer pages.
How to File a Grievance
Users can submit grievances via email to raykarvinayak1@gmail.com, using the Website’s contact form, or by calling the provided phone number. Include full details: name, contact information, order/listing ID (if applicable), description of the issue, supporting documents (e.g., screenshots, receipts), and preferred resolution. Anonymous complaints may not be processed fully due to verification needs. Filings are acknowledged within 24 hours via email or SMS.
Resolution Process and Timelines
Upon receipt, grievances are logged and assigned to the Officer for initial review within 24 hours. Investigation involves gathering relevant information from the user and internal records, aiming for resolution within 15 days from filing. Simple issues (e.g., technical glitches) are resolved in 48 hours; complex matters (e.g., payment disputes) may take up to 30 days with interim updates every 7 days. Resolutions may include refunds (per Refund Policy), listing corrections, or escalations to senior management.
Appeal and Escalation
If unsatisfied with the initial resolution, users may appeal in writing to the Officer within 7 days, providing additional evidence. Appeals are reviewed by a senior committee within 15 days, with final decisions binding unless escalated to consumer forums. For unresolved matters, users can approach the District Consumer Disputes Redressal Commission in Maharashtra or the National Consumer Helpline (toll-free: 1915). We cooperate fully with regulatory bodies as required.
Confidentiality and Record-Keeping
All grievances are handled confidentially, with information shared only as necessary for resolution and in compliance with the Privacy Policy. Records are maintained for at least 3 years for audit purposes, accessible to users upon request under applicable laws. Feedback from resolved cases is used to improve services without identifying individuals.