Grievance Redressal Policy
Registered Office: Building B, Bhive Workspace, AKR Tech Park, Garvebhavipalya, Bangalore-560068
I. Introduction
Bitrocket Labs Private Limited (“Company”), a wholly owned subsidiary of CheQ Digital Private Limited is committed to delivering exceptional customer service and fostering long-term partnerships with stakeholders. The Company recognizes that grievances may arise and believes in addressing them swiftly, transparently, and equitably. This Grievance Redressal Policy (“Policy”) provides a structured process to resolve complaints from customers and third-party partners.
II. Objective
The main objectives of this Policy are:
To provide customers and third parties with clear avenues for addressing complaints.
To ensure a prompt, fair, and transparent resolution process.
To ensure that feedback from grievances are used to improve the Company’s products, services, and customer interactions.
To comply with applicable laws and regulatory guidelines.
III. Scope
This Policy applies to all customers and third parties who are associated with the Company in any manner and have any Grievances related to its services or products.
IV. Definitions
For the purposes of this Policy:
“Customer” means a customer of the Company who makes a Complaint or has a Grievance;
“Complaint/Grievance” shall mean a communication (i) of dissatisfaction with a product or service offered by the Company, either orally or in writing, from a customer of the Company, and (ii) which seeks redress or remedial action. A customer may have a genuine cause for complaint, although some complaints may be made as a result of a misunderstanding or an unreasonable expectation of a product or service. An illustrative list of cases is provided below:
Transaction related;
Staff related;
Lending related;
Business Correspondent/ Agent related/ Vendor related.
“Grievance Redressal Officer (“GRO”)” refers to the Officer appointed by Bitrocket Labs Private Limited, to manage Customers Grievances/Complaints and ensure their redressal in accordance with the prescribed process, timelines and escalation matrix.
V. Grievance Redressal Process:
The Company will be responsible for the complaints of its customers arising out of the activities carried out by the Company as well by its outsourcing partners.
The Company has structured a grievance redressal mechanism for addressing all its complaints in an effective and time bound manner. Customers shall have the option to lodge a complaint on phone, in writing or through electronic means, as mentioned below and if he/she is not satisfied with the resolution provided through various channels, the Customer can escalate the issue as per the Escalation Matrix mentioned in the Policy.
In relation to all Complaint/Grievances received through regulators, we record all such complaints in a complaint register. After receiving and recording such complaints our representatives contact clients and also find out the facts of the complaint to resolve them on an urgent basis.
Channels for Grievance Submission Customers can submit Grievances via:
Email: gro@bitrocket.one
Postal Address : Bitrocket Labs Private Limited, No.112, AKR Tech Park, B Block, 7th Mile Hosur Rd, Krishna Reddy Industrial Area, Bommanahalli (Bangalore), Bangalore South, Karnataka, India, 560068
Acknowledgment: Complaints will be acknowledged within 48 business hours of receipt, and a unique complaint reference number will be provided to track the Grievance.
Redressal Timeline: The Company shall endeavor to resolve Complaints/Grievances within 30 days from the date of its receipt.
Escalation Matrix: The Grievance Redressal Process consists of three levels within the Company including a level for registration of Complaints/Grievances and two levels of escalation.
Level 1: Registration of Complaints/Grievances with the Customer Support
The first point of contact for Grievances will be the Customer Support Team on the channels mentioned above. All Level 1 Complaints registered through the above channels will be acknowledged by the Company, and the Company will capture the same in the Company’s internal systems designed for this purpose.
The team will respond within 48 hours, with the goal of resolving the issue within 10 working days.
Requests that are not resolved to the satisfaction of the Customer or Complaints that have not been resolved within the time prescribed can be escalated to the Second Level.
Level 1: First Level of Escalation
If the Customer is not satisfied with the response from the Customer Support. Then upon request they may reach out to the GRO.
Level 2: Grievance Redressal Officer (GRO)
If unresolved, the Grievance can be escalated by the Customer support to the Grievance Redressal Officer (GRO) upon Customer’s request.
If the Customer is not satisfied with the response, the complaint can be directly escalated by the Customer to the Grievance Redressal Officer (GRO) of the Company. The details of the GRO are mentioned hereunder: