GRIEVANCE REDRESSAL POLICY
Last Updated: June 2026
STENTORIAN GLOBAL SERVICES PRIVATE LIMITED ("Company", "We", "Our", "Us") is committed to providing high-quality services and maintaining transparency, fairness and accountability in all customer interactions.
This Grievance Redressal Policy establishes a structured mechanism for addressing complaints, concerns, disputes and service-related grievances raised by customers, clients, partners, vendors and stakeholders.
1. OBJECTIVE
The objective of this policy is to ensure that grievances are handled efficiently, fairly and within a reasonable timeframe while maintaining customer satisfaction and compliance with applicable laws.
2. WHO MAY FILE A GRIEVANCE
The following parties may submit grievances:
- Customers
- Clients
- Business Partners
- Vendors
- Service Subscribers
- Website Users
- Payment Gateway Users
- Other Stakeholders
3. TYPES OF GRIEVANCES
Grievances may relate to:
- Service delivery issues
- Project delays
- Billing or payment disputes
- Refund-related concerns
- Website or portal issues
- Data privacy concerns
- Customer support dissatisfaction
- Contractual disputes
- Compliance-related concerns
- Any other service-related complaint
4. HOW TO SUBMIT A GRIEVANCE
A grievance may be submitted through email or other officially recognized communication channels.
The grievance should include:
- Full Name
- Registered Mobile Number
- Registered Email Address
- Service Name
- Invoice or Transaction Reference (if applicable)
- Detailed Description of the Issue
- Supporting Documents or Screenshots (if available)
5. GRIEVANCE OFFICER
All grievances may be addressed to:
Grievance Officer
STENTORIAN GLOBAL SERVICES PRIVATE LIMITED
Email: stentorianservices@gmail.com
Phone: +91 7520085300
6. ACKNOWLEDGEMENT OF COMPLAINT
Upon receipt of a grievance, the Company shall make reasonable efforts to acknowledge the complaint within a reasonable timeframe.
Additional information or documentation may be requested for proper investigation.
7. INVESTIGATION PROCESS
Each grievance shall be reviewed and investigated by the appropriate department or authorized personnel.
The Company may examine transaction records, communication history, agreements, project documentation and other relevant information before reaching a conclusion.
8. RESOLUTION TIMELINE
The Company shall make reasonable efforts to resolve grievances as quickly as practicable.
Complex matters involving third-party service providers, payment gateways, government authorities or external vendors may require additional time.
9. ESCALATION PROCESS
If the complainant is not satisfied with the initial resolution, the grievance may be escalated for further review by senior management.
The Company's decision after escalation shall be considered final, subject to applicable legal remedies available under law.
10. FRAUDULENT OR ABUSIVE COMPLAINTS
The Company reserves the right to reject complaints that are:
- Fraudulent
- Misleading
- Malicious
- Unsupported by reasonable evidence
- Filed with abusive intent
11. CONFIDENTIALITY
All grievances and supporting information shall be handled confidentially and used only for investigation, compliance and dispute-resolution purposes.
12. RECORD RETENTION
The Company may maintain records of grievances, investigations and resolutions for legal, compliance, operational and audit purposes.
13. LIMITATION OF LIABILITY
Submission of a grievance does not create any additional contractual obligation or liability beyond those already established by applicable agreements, policies or laws.
14. POLICY MODIFICATIONS
The Company reserves the right to amend or update this Grievance Redressal Policy at any time without prior notice.
Updated versions shall become effective immediately upon publication on the website.
15. CONTACT INFORMATION
STENTORIAN GLOBAL SERVICES PRIVATE LIMITED
Email: stentorianservices@gmail.com
Phone: +91 7520085300
Website: https://stentorianservices.com