Zitics Private Limited. (“Zitics”, “we”, “our”, or “us”) is committed to maintaining the highest standards of transparency, accountability, and user satisfaction.
This Grievance Redressal and Escalation Policy outlines the procedure for lodging, reviewing, and resolving user grievances in a fair, efficient, and timely manner..

---

1. Objective

The purpose of this policy is to establish a structured framework for the prompt and effective resolution of grievances raised by users, clients, or stakeholders in connection with the services offered by Zitics.
This mechanism ensures compliance with applicable laws and regulatory standards, including but not limited to the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and other industry best practices.

Zitics endeavours to:

• Continually improve internal processes based on grievance insights.
• Provide a transparent and easily accessible grievance-handling process.
• Ensure fair, consistent, and timely resolution of issues.

---

2. Scope

This policy applies to all users, partners, and stakeholders interacting with Zitics’ services, platforms, or applications.
It covers grievances arising from:

• Platform usage, access, or performance issues.
• Data privacy or information security concerns.
• Misuse, service interruptions, or policy violations.
• Any other matter adversely affecting user interests.

This mechanism does not cover employment-related matters or disputes governed under separate HR policies.

---

3. Grievance Submission Process

Users may register grievances through any of the following channels:

• Email: Send an email to the designated Grievance Officer at grievance@zitics.com.
• Postal Mail: Send a written complaint to the company’s registered office address.

Upon receipt:

All grievances shall be resolved within fifteen (15) working days, unless the matter requires extended investigation, in which case the user will be notified accordingly

An acknowledgment will be issued within two (2) working days.

A unique Grievance Reference Number will be assigned for tracking.

---

4. Escalation Matrix

If your concern remains unresolved at any stage, you may escalate it as per the following hierarchy:

Level	Authority	Designation	Expected Resolution Time
Level 1	Grievance Officer	Primary point of contact for user grievances	Within 15 working days
Level 2	Head – Customer Experience / Compliance	Secondary review of unresolved grievances	Within 10 working days of escalation
Level 3	Management Representative	Final review and closure of escalated or complex matters	Within 10 working days of escalation

The decision of the Management Representative shall be final and binding from Zitics’ side.

---

5. Contact Information

Grievance Officer

---

6. Confidentiality and Record-keeping and Compliance

All grievances and associated records shall be maintained in strict confidence and in accordance with applicable data protection and privacy laws.

Personal data provided by complainants will be used solely for grievance resolution and legal compliance purposes.

Periodic reviews will be conducted by the management to identify recurring issues, assess systemic risks, and implement corrective measures.

Zitics reserves the right to amend or update this policy from time to time in compliance with evolving legal or operational requirements

---

7. Policy Review and Publication

This policy shall be reviewed at least once annually or as required by law. The most recent version will be published on the Zitics official website and made accessible to all users and stakeholders.