Grievance Redressal Policy

1. Purpose & Scope

This Grievance Redressal Policy outlines the formal mechanism for clients, users, and partners to report service discrepancies, billing queries, project delays, or data privacy concerns related to interactions with WDDIS.

2. How to File a Grievance

To ensure swift investigation and tracking, grievances must be submitted in writing to our dedicated grievance officer:

• Email Submission: Send details directly to support@wddis.com with the subject line "Grievance Redressal Request".
• Online Form: Submit through our official Enquiry Form.
• Required Information: Full name, contact details, order/invoice number, and clear description of the issue.

3. Resolution Timeline & SLA

We take every complaint seriously and operate under a structured escalation timeline:

• Acknowledgement: Initial response and complaint logging within 24 to 48 business hours.
• Investigation: Comprehensive review by our technical or accounts team within 3 to 5 business days.
• Resolution: Final resolution or proposed corrective action communicated clearly to the client.

4. Escalation & Legal Framework

If a grievance cannot be resolved amicably through our support desk, matters will be reviewed under the applicable laws of India, including the Information Technology Act, 2000 and Consumer Protection Act, 2019, ensuring fair mediation.