Grievance Redressal Policy
Sybrate Technologies Private Limited (“Altstock”, “we”, “our”, or “us”) is committed to maintaining the highest standards of transparency, fairness, and user satisfaction. We recognise that concerns or grievances may arise during your interaction with our Platform, and we have established a structured redressal mechanism to address them promptly and effectively.
This Grievance Redressal Policy outlines the process through which users can raise complaints, the timelines within which we aim to resolve them, and the escalation channels available if a resolution is not satisfactory.
1. Scope of This Policy
This policy applies to grievances related to:
- Accuracy or presentation of informational content on the Platform
- Account access, registration, or profile management issues
- Unauthorised use of your account or suspected data breaches
- Privacy concerns or requests related to your personal information
- Technical issues, Platform downtime, or feature malfunctions
- Billing or subscription-related concerns (if applicable)
- Any alleged violation of our Terms & Conditions or Privacy Policy
- Inappropriate or misleading content published on the Platform
This policy does not cover complaints related to third-party websites, services, or financial institutions that may be linked or referenced on the Platform.
2. How to File a Grievance
You may submit a grievance through the channels listed in the Escalation Mechanism section below (Section 5). Please use the appropriate level based on the nature and status of your complaint.
When filing a grievance, please include the following information to help us process your complaint efficiently:
- Your full name and registered email address
- A clear and detailed description of the issue
- The date on which the issue occurred or was first noticed
- Any supporting evidence such as screenshots, error messages, or correspondence
- The resolution or outcome you are seeking
3. Grievance Officer
In compliance with the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we have appointed Ms. Aarti Nagpal as the Grievance Officer. She is responsible for receiving escalated complaints, overseeing investigations, and ensuring timely resolution of all grievances that are not resolved at the initial level. Her contact details are provided in the Level 2 escalation section below.
4. Grievance Resolution Process
Our resolution process follows a structured timeline to ensure your concerns are addressed fairly and without unnecessary delay.
5. Escalation Mechanism
If you are not satisfied with the resolution provided, you may escalate your grievance through the following levels:
Level 1 — Grievance Desk
All complaints are first addressed by the grievance desk. The grievance desk will review your complaint and provide a response within 15 days of receipt. If you are dissatisfied with the response, you may request an escalation to Level 2 by replying with your reference number and specific reasons for dissatisfaction.
Level 2 — Grievance Officer
If the matter remains unresolved or you are dissatisfied after the Level 1 review, you may escalate directly to the Grievance Officer. Include your grievance reference number, the original complaint, the Level 1 response received, and the specific reasons you find it unsatisfactory. You may also send a written letter marked “Escalation — Grievance Officer” to the registered office address.
The Grievance Officer will conduct an independent review of the entire complaint history and provide a final written response within 7 days of receiving the escalation request. This response will include a summary of findings and the reasoning behind the decision.
Level 3 — External Remedies
If the grievance remains unresolved after exhausting both Level 1 and Level 2 of the internal process, you have the right to seek external remedies through the following channels:
- Consumer Forum: You may file a complaint with the appropriate District, State, or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019. Complaints can be filed online at consumerhelpline.gov.in or edaakhil.nic.in.
- Information Technology Grievances: For complaints related to data privacy, content takedown, or intermediary obligations under the IT Act, 2000, you may approach the Grievance Appellate Committee at gac.gov.in.
- Court of Law: You may approach the competent civil court in Gurugram, Haryana, which shall have exclusive jurisdiction over disputes arising from the use of the Platform.
We recommend retaining copies of all correspondence, reference numbers, and responses received at each level, as these may be required when approaching external bodies.
6. Confidentiality
All grievances are treated with strict confidentiality. Your personal information and complaint details will only be shared with individuals directly involved in the resolution process. We do not disclose grievance-related information to external parties unless required by law or with your explicit consent.
7. Good Faith and Non-Retaliation
Altstock encourages users to raise genuine concerns without fear of retaliation. We will not penalise, restrict access, or take any adverse action against any user who files a grievance in good faith, regardless of the outcome.
8. Record Keeping
We maintain records of all grievances received, actions taken, and resolutions provided for a minimum period of one year from the date of resolution, or longer if required under applicable law. These records are maintained securely and are accessible only to authorised personnel.
9. Updates to This Policy
We may revise this Grievance Redressal Policy from time to time to reflect changes in our processes or applicable regulations. The updated version will be published on the Platform with a revised effective date. We encourage you to review this page periodically.
10. Contact Us
If you have any questions, concerns, or feedback regarding this Grievance Redressal Policy, please contact us: