Grievance Redressal Policy

A complaint is information about where our process failed, and it is more useful to us than silence. This policy names the office that handles complaints, the timelines we are bound to, the internal stages a complaint passes through, and the external routes open to you if our answer does not settle the matter.

1. Scope

1.1 This policy applies to TAXSAMADHAN CONSULTING PRIVATE LIMITED, trading as Tax-Samadhan, CIN U74120UP2022PTC167960, GSTIN 09AAJCT5530G1Z7, registered office 19/201, Sundram Khand, Sector 19, Vasundhara, Ghaziabad, Uttar Pradesh 201012, India.

1.2 It is published under Rule 4(5) of the Consumer Protection (E-Commerce) Rules 2020, Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, and section 13 of the Digital Personal Data Protection Act 2023.

1.3 Anyone may use it — a client, a prospective client, a website visitor, a job applicant, or an individual whose personal data has reached us through a client engagement.

2. Grievance Officer

2.1 Complaints are received and handled by:

2.2 The same office is the contact point for data-principal requests and privacy complaints under the Privacy Policy.

3. What you can raise

• The quality, scope or timeliness of a deliverable.
• Conduct or communication by anyone working on your matter.
• A billing, GST, payment or refund decision, including a decision made under the Refund & Cancellation Policy.
• A privacy matter: a request for access, correction or erasure, a withdrawal of consent, or a suspected breach.
• Anything on this website that is inaccurate, misleading, unlawful, or infringes your rights.
• An accessibility barrier, under the Accessibility Statement.
• Conduct by us that you consider contrary to our published commitments.

4. How to raise a complaint

4.1 Email info@tax-samadhan.com with “Grievance” in the subject line, or write to the registered office, or call +91 7303967800 during business hours. A complaint made by telephone is recorded and confirmed to you in writing, and the timelines run from that written confirmation.

4.2 Tell us:

• Your name and a contact address we can reply to.
• The order number, invoice number or engagement reference, if there is one.
• What happened, and when.
• What you would like us to do about it.
• Any document that helps — an email, an invoice, a screenshot, a page address.

4.3 There is no charge for raising a complaint and no form to buy or fill in. A complaint does not prejudice any other right you have, and does not affect how we run a live engagement for you.

5. Timelines

Where a complaint needs information from you before it can be decided, the clock pauses from the date we ask until the date you answer, and we tell you when that happens rather than letting the matter go quiet.

6. How a complaint is handled

1. Stage 1 — Engagement level

   Raise it first with the person handling your matter. Most complaints are a misunderstanding of scope or a missed message, and are resolved within a day at this level. You are not required to start here, and you may go straight to Stage 2.

2. Stage 2 — Grievance Officer

   The Grievance Officer registers the complaint with a reference number, acknowledges it within the period in section 5, and investigates. That means reading the engagement file, the correspondence and the time records, and speaking to the people involved. You will be asked for anything else that is needed.

3. Stage 3 — Written decision

   You receive a written outcome that states what we found, what we accept, what we do not accept and why, and what we will do. Where we got something wrong, we say so plainly.

4. Stage 4 — Internal review

   If the outcome does not satisfy you, ask for a review within 15 days. A senior representative who was not involved in the original decision reviews the file and responds within 15 days. That response is our final position.

7. What an outcome can include

• An explanation of what happened and why.
• Re-performance of the affected work at no charge.
• A refund or credit under the Refund & Cancellation Policy.
• Correction or removal of content, or correction of personal data.
• A change to the way we work, where the complaint has shown a process fault.
• An apology, where one is owed.

8. Records

8.1 Every complaint is logged with its date, category, reference number, the decision and the date of closure. The log is reviewed periodically so that repeat causes are dealt with rather than repeatedly excused.

8.2 Complaint records are held under the retention rules in the Privacy Policy and are treated as confidential.

9. If you are still not satisfied

9.1 Consumer forums. If you dealt with us as a consumer, you may approach the National Consumer Helpline on 1915 or at consumerhelpline.gov.in, or file before the District, State or National Consumer Disputes Redressal Commission having jurisdiction under the Consumer Protection Act 2019. Nothing in this policy or in the Terms & Conditions takes that route away.

9.2 Data protection. If a privacy complaint is not resolved, you may complain to the Data Protection Board of India under the Digital Personal Data Protection Act 2023. Where the GDPR or the UK GDPR applies to you, you may complain to your supervisory authority, or to the Information Commissioner’s Office in the United Kingdom.

9.3 Contractual disputes. A dispute that survives this process is dealt with under clause 16 of the Terms & Conditions: written notice, 30 days of good-faith discussion between senior representatives, then arbitration under the Arbitration and Conciliation Act 1996 seated at Ghaziabad, conducted in English, the award final and binding.

9.4 Approaching an external forum does not require you to exhaust this policy first, and using this policy does not shorten any limitation period available to you.

10. Related documents

10.1 The commitments this policy enforces are in the Service Level Commitments. Refund entitlements are in the Refund & Cancellation Policy. Delivery obligations are in the Delivery Policy (Digital Services). Data rights are in the Privacy Policy.

11. Contact

11.1 info@tax-samadhan.com · +91 7303967800 · Monday to Friday, 09:30–18:30 IST · 19/201, Sundram Khand, Sector 19, Vasundhara, Ghaziabad, Uttar Pradesh 201012, India.