Grievance Redressal Policy
GV Systems Technologies is committed to resolving customer disputes, billing complaints, privacy concerns, and software performance issues in a structured, transparent, and timely manner. This Grievance Redressal Policy outlines the escalation mechanisms available to you.
1. Escalation Hierarchy
If you have any complaints, issues, or grievances, we request that you first attempt resolution by reaching our customer support channels:
- Level 1 - Customer Support: Submit your request to support@gvsystems.info. Our team will acknowledge and address standard queries within 2 business days.
- Level 2 - Escalation Desk: If you do not receive a satisfactory response from Level 1 support within 3 business days, you may escalate the matter by writing to escalation@gvsystems.info. The Escalation Desk will respond within 5 business days.
- Level 3 - Grievance Officer: In the event that your complaint remains unresolved, or if your grievance involves data protection and privacy concerns, you may contact our Grievance Officer directly.
2. Grievance Officer Contact Details
In accordance with the Digital Personal Data Protection (DPDP) Act, 2023, and other IT regulations, the contact details of our Grievance Officer are as follows:
Name: Mr. Jey Ganesan
Designation: Responsible Officer, Data Protection Contact & Grievance Officer
Organization: GV Systems Technologies Private Limited
Office Address: 9th Floor, Brigade IRV, Nallurhalli Rd, Whitefield, Bengaluru - 560066, India
Direct Email: jeyganesan@gvsystems.tech or grievance@gvsystems.info
Direct Helpline: +91 7406670809
3. Resolution SLA & Timeline
The Grievance Desk operates under strict timelines to ensure your issues are handled with high priority:
| Milestone Stage | Target Resolution Window |
|---|---|
| Complaint Acknowledgement | Within 48 Hours |
| Investigation & Technical Review | Within 7 Business Days |
| Final Determination & Resolution | Within 15 Business Days |
4. Dispute Resolution & Legal Competency
If a grievance cannot be resolved through internal grievance channels, any unresolved disputes, controversies, or claims arising out of the use of our services shall be subject to the exclusive jurisdiction of the competent courts located in Bengaluru, Karnataka, India.