BACKGROUND
1.1 The terms "company", "we", "us", and "our" refer to the Company, Kalkine Consultancy India Private Limited.
1.2 "Service" refers to the Company's services as mentioned in the Terms of Use.
1.3 "You" refers to you, as a user (or subscriber) of our Site or our Service.
OBJECTIVES OF THE POLICY
The purpose of this Grievance Redressal Policy is to ensure that any concerns or complaints raised by users of the Company's services (referred as a "User") are addressed in a timely and effective manner. The Company prioritizes customer satisfaction, and we aim to provide users with a direct communication channel to resolve their concerns. Our objective is to continuously improve user experience by addressing grievances and making our Service more efficient and enjoyable. As a result, the Company has put in place this formal Grievance Redressal Mechanism.
PROCESS TO AVAIL SUPPORT
3.1 While the Company strives to deliver services that are free from issues, Users may occasionally encounter problems. Users are encouraged to submit their complaints in writing.
3.2 Users can send their complaints via email to info@kalkine.co.in Upon receiving a complaint, we will acknowledge it promptly.
3.3 When submitting complaints, users must follow the conditions below:
Complaints should be sent from the registered email address on file with the Company.
The User must provide their full name and registered mobile number for identification.
The complaint must clearly specify the issue or aspect of the service being reported.
Anonymous complaints will not be entertained.
GRIEVANCE REDRESSAL
4.1 If the user is not satisfied with the resolution provided through the standard support channels, or if they do not receive a response within two weeks, they may escalate the complaint to the Grievance Officer by emailing hina.chowdhary@kalkine.com.au or sending a postal letter to the address below:
Name: [Hina Chowdhary]
Contact No.: [9880599675, 9958435100]
Email ID: hina.chowdhary@kalkine.com.au
Address: A4 & A5, 2nd Floor, Logix Business Park, Sector-16, Noida, U.P-201301
4.2 Users must quote the ticket ID received from their original complaint when contacting the Grievance Officer. This helps the Company track and address the concern accurately.
4.3 The Grievance Officer will ensure that all necessary steps are taken to resolve the complaint within 21 days of receiving the grievance.
4.4 If no further communication is received from the user within 10 days after receiving the Company's response to their grievance, the issue will be considered resolved, and the grievance will be closed.
4.5 In case you are not satisfied with our response you can lodge your grievance with SEBI at https://scores.sebi.gov.in/ or you may also write to any of the offices of SEBI. For any queries, feedback or assistance, please contact SEBI office on Toll Free Helpline at 1800 22 7575/ 1800 266 7575. SCORES may be accessed thorough SCORES mobile application as well, same can be downloaded from below link:
https://play.google.com/store/apps/details?id=com.sebi&hl=en_IN
ODR Portal could be accessed, if unsatisfied with the response. Your attention is drawn to the SEBI circular no. SEBI/HO/OIAE/OIAE_IAD-1/P/CIR/2023/131 dated July 31, 2023, on "Online Resolution of Disputes in the Indian Securities Market". A common Online Dispute Resolution Portal ("ODR Portal") which harnesses conciliation and online arbitration for resolution of disputes arising in the Indian Securities Market has been established. ODR Portal can be accessed via the following link - https://smartodr.in/
GRIEVANCE COMPLIANCE REPORTING
The Grievance Officer will submit a consolidated report of all pending and resolved grievances to the Board of Directors every quarter. This ensures that the Company remains compliant with its internal grievance resolution processes and is held accountable for timely grievance redressal.