Customer Grievance Redressal Policy

1. Background

SWID Business (operated by Pixller Technologies Private Limited) is committed to fair treatment of its customers and maintaining high standards of service. We value ethical behaviour, integrity, and transparency by all staff in customer interactions. We believe prompt, efficient, and courteous customer service is vital to building long-term relationships and ensuring customer satisfaction across all our service channels.

2. Objectives

The primary objective of this policy is to:

• Establish a robust grievance redressal framework applicable to all products and services offered by SWID Business.
• Provide multiple accessible channels for customers to lodge complaints.
• Ensure transparency by providing clearly defined Turn-Around-Times (TATs) and prompt resolution.
• Empower customers with an escalation matrix for unresolved complaints.
• Use customer feedback to improve SWID Business’s systems, processes, and offerings.

3. Key Definitions

Query: A “Query” refers to a request for information regarding SWID Business’s services. It includes inquiries, clarifications, and status checks related to products or features.

Complaint: A “Complaint” is a communication by a customer that expresses dissatisfaction due to a deficiency in service delivery, non-fulfillment of commitments, or non-compliance with SWID Business’s processes or standards.

4. Grievance Redressal Framework

SWID Business provides a structured grievance redressal mechanism with multiple complaint channels and defined timelines for resolution.

Channels for Complaint Lodging:

• Email: Business@swid.one
• Helpline: 040 2932 0302

Complaint Acknowledgement: An acknowledgement will be shared within 48 hours via your registered contact details.

5. Grievance Escalation Mechanism

Level 1 — Customer Support Team

• Complaints raised via app or email are addressed by trained agents.
• Acknowledgement is provided within 48 hours.
• If not resolved satisfactorily, customers can escalate to Level 2.

Level 2 — Grievance Redressal Officer (GRO)

If unresolved at Level 1, you may contact our Grievance Redressal Officer directly:

• Name: Mr. Lalit Kumar
• Address: Pixller Technologies Private Limited, Flat No. 401, 4th Floor, Lingama Nilayam, Plot No. 31/A, Ganesh Nagar, Peerzadiguda, Hyderabad – 500039, Telangana, India.
• Email: grievance@swid.one
• Phone: 040 2932 0302
• Resolution Timeline: Within 7 working days.

Level 3 — Legal Recourse / Consumer Court

If you remain unsatisfied, you may file a complaint with the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019. You can also register a complaint at consumerhelpline.gov.in.

6. Grievance Review Mechanism and Quality Assurance

To ensure service quality and systematic improvements, SWID Business maintains:

• Internal Grievance Review Committee: Responsible for monitoring trends, delays, and key issues from customer complaints and suggesting improvements.
• Customer Service Committee: Chaired by Senior Management, reviews periodic grievance reports, policy compliance, and systemic gaps.
• Board Oversight: The Customer Service Committee of the Board oversees end-to-end service quality and policy adherence.

7. Reporting

SWID Business maintains detailed logs of all complaints, their resolution status, and TAT adherence. Summary reports and complaint analysis are presented to the Board periodically.

8. Review of the Policy

This policy shall be reviewed at least once annually, or earlier if necessitated by operational or regulatory changes. All revisions must be approved by the Board and disseminated to relevant teams for compliance.

Related Policies

This Grievance Redressal Policy should be read together with our Terms and Conditions, Privacy Policy, and Cancellation and Refund Policy.