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Grievance Redressal Policy

Grievance Redressal Policy

Effective Date: 09/02/2025
Last Updated: 10/03/2025

At Nexfore Consulting, we value our users’ rights and are committed to addressing any grievances or complaints regarding the use of our services. This Grievance Redressal Policy outlines the procedures for addressing and resolving any complaints as required under the Indian Information Technology Act, 2000 (IT Act, 2000) and other applicable laws.

1. Scope of the Grievance Redressal Policy

This policy applies to any complaints or grievances related to:

  • Violation of user rights or breach of terms of service.
  • Inaccurate, misleading, or incomplete information provided by the company.
  • Any issues related to the collection, storage, use, or security of personal data.
  • Other user-related concerns or issues arising from using our website, services, or products.

2. Grievance Officer / Nodal Officer

As per the requirements of the Indian Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, under the IT Act, 2000, we have appointed a Grievance Officer to handle complaints and grievances efficiently.

Name of the Grievance Officer:
Mr. [Grievance Officer’s Name]
Email: support@nexforeconsulting.com
Phone: +91-22-6962-0896
Address: TCP, S18, Vashi, Navi Mumbai, Maharashtra-400703, India

The Grievance Officer will acknowledge the complaint and provide a response within 24 hours of receiving the grievance.

3. Procedure for Filing a Complaint

Users can file a grievance through the following steps:

  1. Email Complaint: Send a formal complaint to the Grievance Officer at support@nexforeconsulting.com with the subject line “Grievance Redressal Complaint.”

  2. Information to Include in the Complaint:

    • Your full name, email address, and contact information.
    • A detailed description of the grievance, including any relevant facts or incidents.
    • Any supporting documents, screenshots, or evidence (if applicable).

  3. Acknowledgment: Once the grievance is received, the Grievance Officer will acknowledge the complaint within 24 hours, and you will be informed of the steps being taken to resolve the issue.

  4. Resolution Timeframe: We will aim to resolve most grievances within 7 business days from the date of acknowledgment. In cases where the resolution requires more time, we will inform you of the expected timeline.

4. Escalation Mechanism

If you are not satisfied with the initial response or resolution provided by the Grievance Officer, you can escalate the matter. The escalation will follow these steps:

  • Escalation to Senior Management: You can escalate your grievance to the senior management team at Nexfore Consulting by sending an email to escalation@nexforeconsulting.com. Your complaint will be reviewed, and we will work to resolve the issue as quickly as possible.

  • Further Legal Recourse: If the grievance is not resolved to your satisfaction through the internal escalation process, you may seek legal recourse in accordance with Indian laws.

5. Compliance with the IT Act, 2000

We ensure compliance with the Information Technology Act, 2000, and the Reasonable Security Practices and Procedures and Sensitive Personal Data or Information Rules, which mandate the establishment of a grievance redressal mechanism. This policy aims to adhere to the requirements under:

  • Section 79 of the IT Act, 2000: Exemption from liability for intermediary services, provided that they adhere to due diligence requirements and have an effective grievance redressal mechanism in place.

  • Rule 3(2) of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011: A grievance officer must be appointed to address complaints and grievances related to the processing of sensitive personal data.

6. User Rights and Responsibilities

Users have the right to:

  • Seek redressal of their grievances and complaints.
  • Receive timely responses to their complaints.
  • Be informed about the actions taken by Nexfore Consulting to address the issues raised.

Users are responsible for providing accurate and detailed information when filing a grievance to facilitate the resolution process.

7. Changes to the Grievance Redressal Policy

Nexfore Consulting reserves the right to update or modify this Grievance Redressal Policy at any time. Any significant changes will be communicated through a notice on our website or via email.

8. Contact Information

For any complaints or grievances, you can contact us through:

Email: support@nexforeconsulting.com
Phone: +91-22-6962-0896
Address: TCP, S18, Vashi, Navi Mumbai, Maharashtra-400703, India

By using our services, you agree to the terms of this Grievance Redressal Policy. If you have any concerns, please do not hesitate to contact us.