Grievance Policy

1. Introduction

BSDR Vision Technologies Private Limited is committed to providing excellent service to all users of Maya AI platform. We value customer feedback and have established this comprehensive grievance policy to ensure all concerns, complaints, and grievances are addressed promptly and fairly. This policy complies with Indian consumer protection laws and industry best practices for customer service.

2. Types of Grievances We Address

2.1 Service-Related Grievances

• AI service quality issues and performance problems
• Website functionality and user experience issues
• Mobile application bugs and technical difficulties
• API integration problems and documentation issues
• Subscription billing and payment disputes
• Account access and authentication problems

2.2 Business-Related Grievances

• Project delivery delays and timeline concerns
• Communication gaps and response time issues
• Contractual disputes and scope clarifications
• Pricing and billing discrepancies
• Refund and cancellation requests
• Data privacy and security concerns

2.3 General Complaints

• Customer service experience and support quality
• Website accessibility and usability issues
• Documentation and help resource inadequacies
• Feature requests and enhancement suggestions
• Legal and compliance-related concerns

3. Grievance Redressal Process

3.1 Level 1: Primary Support

First Point of Contact

• Contact Method: Email to dheemanth@bsdrvisiontechnologies.com
• Response Time: Within 24 hours
• Resolution Time: 3-5 business days
• Escalation: Automatic after 5 days if unresolved

3.2 Level 2: Management Review

Senior Management Intervention

• Reviewer: Dheemanth Reddy (Director)
• Review Process: Comprehensive case analysis
• Response Time: Within 2-3 business days
• Resolution Time: 7-10 business days
• Communication: Regular status updates every 48 hours

3.3 Level 3: External Mediation

Third-Party Resolution

• Consumer Forums: Under Consumer Protection Act, 2019
• Industry Bodies: Relevant technology and fintech associations
• Legal Arbitration: As per Indian Arbitration and Conciliation Act
• Regulatory Bodies: Appropriate sector regulators if applicable

4. How to File a Grievance

4.1 Online Grievance Submission

Email Process:

1. Send detailed complaint to: dheemanth@bsdrvisiontechnologies.com
2. Use subject line: "Grievance - [Brief Description]"
3. Include all relevant details and supporting documentation
4. Receive acknowledgment within 24 hours with ticket number
5. Track resolution progress through assigned ticket

4.2 Phone Support

• Phone Number: +91 9652354388
• Available Hours: Monday-Friday, 9:00 AM - 6:00 PM IST
• Emergency Support: Available for critical business issues
• Language Support: English, Hindi, Telugu

4.3 Written Communication

Postal Address:

5. Information Required for Grievance

5.1 Mandatory Information

• Personal Details: Full name, registered email, phone number
• Account Information: User ID, subscription plan, account status
• Issue Details: Detailed description of the problem or concern
• Timeline: When the issue occurred and duration of problem
• Impact: How the issue has affected your business or usage
• Previous Attempts: Any prior communications or resolution attempts

5.2 Supporting Documentation

• Screenshots or screen recordings of issues
• Error messages and system logs
• Email communications and support ticket history
• Invoice numbers and transaction details
• Contracts and service agreements
• Any other relevant evidence or documentation

6. Resolution Timelines and Standards

6.1 Response Time Standards

• Acknowledgment: Within 24 hours of receipt
• Initial Response: Within 48 hours with preliminary assessment
• Status Updates: Every 48-72 hours during investigation
• Final Resolution: Within 15 business days for standard grievances
• Complex Issues: Up to 30 days with weekly progress reports

6.2 Priority Classification

• Critical (24 hours): Service outages, security breaches, payment failures
• High (48 hours): Major functionality issues, billing disputes
• Medium (5 days): Feature problems, performance issues
• Low (10 days): Enhancement requests, documentation issues

7. Rights and Responsibilities

7.1 Customer Rights

• Right to fair and prompt grievance resolution
• Right to escalate unresolved issues to higher authorities
• Right to receive regular updates on grievance status
• Right to seek external mediation or legal recourse
• Right to compensation for proven service failures
• Right to privacy and confidentiality during resolution process

7.2 Customer Responsibilities

• Provide accurate and complete information
• Cooperate during investigation and resolution process
• Maintain reasonable expectations for resolution timelines
• Use appropriate channels for different types of issues
• Respect support staff and maintain professional communication

8. Quality Assurance and Feedback

8.1 Resolution Quality Metrics

• First-call resolution rate targeting 70%
• Customer satisfaction score above 4.0/5.0
• Average resolution time under 7 business days
• Escalation rate below 20% of total grievances

8.2 Continuous Improvement

• Monthly review of grievance patterns and trends
• Quarterly policy updates based on feedback and experience
• Annual customer satisfaction surveys
• Regular staff training on customer service excellence
• Implementation of customer suggestions for service improvement

9. Compensation and Remedial Measures

9.1 Service Credits

• Account credits for service disruptions exceeding SLA
• Extended subscription periods for prolonged issues
• Complimentary services for significant inconvenience
• Priority support access for affected customers

9.2 Financial Compensation

• Refunds for unused services during outages
• Compensation for proven business losses (case-by-case basis)
• Waiver of fees for service restoration efforts
• Discounted rates for future services in certain circumstances

10. Privacy and Confidentiality

All grievances are handled with strict confidentiality. We ensure:

• Personal information is protected according to our Privacy Policy
• Grievance details are shared only with authorized personnel
• No public disclosure of individual customer issues
• Secure storage and handling of all documentation
• Compliance with data protection regulations

11. External Resources and Support

11.1 Consumer Protection Forums

• District Consumer Forum: For claims up to ₹1 crore
• State Consumer Commission: For claims between ₹1-10 crores
• National Consumer Commission: For claims above ₹10 crores
• Online Consumer Mediation: Through government portals

11.2 Industry Bodies

• Software Technology Parks of India (STPI)
• Internet and Mobile Association of India (IAMAI)
• Fintech Association of India
• Data Security Council of India (DSCI)

12. Contact Information