Grievance Redressal Mechanism

Last Updated: November 21, 2025

1. Introduction

Infolog Solutions (P) Ltd. is committed to addressing and resolving any grievances or concerns you may have regarding our services, data handling practices, privacy policies, or any other aspect of our operations. This Grievance Redressal Mechanism outlines the process for submitting and resolving grievances.

2. Types of Grievances

We address various types of grievances, including but not limited to:

• Data privacy concerns
• Data access requests
• Data correction or deletion requests
• Service-related issues
• Billing or payment disputes
• Complaints about our policies or practices
• Security concerns
• Any other concerns related to our services

3. Grievance Submission Process

Step 1: Submit Your Grievance

Send a detailed email to support@infologsolutions.com with all relevant information about your concern.

Step 2: Acknowledgment

We will acknowledge receipt of your grievance within 2 business days of receiving your email. You will receive a confirmation email with a reference number for tracking purposes.

Step 3: Investigation

Our team will investigate your grievance thoroughly. This may involve:

• Reviewing relevant records and documentation
• Consulting with relevant departments
• Gathering additional information if needed

Step 4: Resolution

We will provide a response and resolution to your grievance within 15 business days from the date of acknowledgment. In complex cases, we may require additional time and will keep you informed of the progress.

4. Response Timeline

• Acknowledgment: Within 2 business days
• Initial Response: Within 15 business days
• Complex Cases: May require up to 30 business days (you will be notified)

5. Escalation Process

If you are not satisfied with the initial resolution, you may escalate your grievance:

• Level 1: Initial grievance submission to support@infologsolutions.com
• Level 2: If unresolved, request escalation in your response email
• Level 3: Senior management review for critical issues

All escalations should be sent to the same email address: support@infologsolutions.com, with "ESCALATION" in the subject line.

6. Confidentiality

We treat all grievances with strict confidentiality. Your personal information and the details of your grievance will only be shared with authorized personnel involved in the resolution process.

7. Documentation

We maintain records of all grievances and their resolutions for quality assurance and compliance purposes. These records are kept secure and confidential in accordance with our data protection policies.

8. Alternative Contact Methods

While email is the preferred method for grievance submission, you may also contact us through:

• Phone: +91(80) 2532 0052 (Monday to Friday, 9:00 AM to 6:00 PM IST)
• Postal Mail: Infolog Solutions (P) Ltd., Bangalore, India
• Contact Form: Available on our Contact Us page

9. Feedback and Improvement

We continuously strive to improve our grievance redressal process. If you have suggestions for improvement, please share them with us at support@infologsolutions.com.

10. Regulatory Compliance

This grievance redressal mechanism is designed to comply with applicable data protection laws and regulations. If your grievance relates to data protection rights, we will ensure compliance with relevant legal requirements.

11. Contact Information

12. Policy Updates

We may update this Grievance Redressal Mechanism from time to time. Any changes will be posted on this page with an updated revision date.