Skip to Content

Grievance Redressal Policy (Version 1.2)

1. Policy Statement and Commitment:

iuraverse Technologies Pvt Ltd also known as Being Vakil ("We", "Company", "Us", "Our" to be referred hereinafter) is committed to upholding the highest standards of legal service delivery, transparency, and policyholder satisfaction under its services. This Grievance Redressal Policy ("Policy" hereinafter) has been formulated in accordance with the best practices for legal and client service management and shall serve as the primary protocol for the receipt, handling, and resolution of any grievance lodged by a Customer.

This Policy is aligned with out internal compliance framework and reflects out core values of accountability, fairness, legal diligence and responsiveness.

2. Objective:

The primary objective of this Grievance Redressal Policy are:

  • To establish a clear and transparent process for grievance resolution.
  • To ensure fair, timely, and consistent handling of grievances raised by Customers.
  • To institutionalise a standard grievance escalation framework.
  • To enable continuous service improvement through grievance analysis and root cause assessment.

3. Scope and Applicability:

This Policy is applicable to:

  • All individual or institutional Customers who have subscribed to, availed of any service from us.
  • All personnel involved in the administration, delivery, and support of the Policy within the Company and ecosystem.

It does not cover complaints unrelated to the services not governed under the specific terms and conditions of the particular service.

4. Definition:

  • "Customer": shall mean any natural person, sole proprietor, partnership firm,, company, limited liability Partnership firm, trust, society, or any other legal entity who:

(i) has subscribed to or availed of the subscription plan or any service offered by us, either individually or through an authorised representative;

(ii) is registered with us through a formal agreement, service, subscription, or invoice;

(iii) has paid or agreed to pay a consideration (in monetary or kind) for services;

and

(iv) is entitled to raise requests, seek service coverage, or lodge grievances as per the terms and conditions of the service and/or plan.

The term "Customer" includes both current and past subscribers of the plan, to the extent they are eligible for grievance redressal or post-service support under the governing policies of the Company.

  • "Grievance" or "Complaint": Any written or verbal expression of dissatisfaction by a Customer a deficiency in service, legal coverage, support, documentation, billing, or conduct of any of the representatives of our Company.
  • "Resolution": A written or recorded response provided to the Customer/complainant that addresses and closes the grievance, either with rectification, clarification, or explanation.

5. Modes of Submission of Grievance:

The customer may raise grievances using any of the following official channels:

  • Email: office@iuraverse.com
  • Physical email: CF-30, 1st Floor, Metro Plaza, Above McDonald's, Kalyan-Shil Road, Netivali, Kalyan East, Thane, Maharashtra - 421301.

All grievances must clearly state Customer ID, Customer Name, Policy Number (if any), Contact Details and the detailed nature of the complaint.

6. Mandatory Information to be Provided by Customer:

To facilitate a timely and accurate resolution, Customers are expected to furnish the following:

  • Full Name of Customer (Individual/Entity)
  • Registered Email Address and Mobile Number
  • Policy Number (if any) or Customer ID
  • Detailed Description of the Grievance
  • Relevant Supporting Documentation (if applicable)
  • Preferred mode of communication for correspondence

Incomplete grievance submissions may be returned to Customers for rectification before formal acknowledgement.

7. Acknowledgement of Grievance:

  • Upon receipt of a grievance, an official Acknowledgement Receipt with a Unique Grievance Reference Number shall be issued within five (5) business days.
  • Acknowledgement shall be sent via email or SMS, depending on the preferred communication mode of the Customer.

8. Grievance Investigation and Redressal:

  • All grievances shall be investigated by the Grievance Redressal Team, comprising qualified legal associates and service personnel not directly involved in the original issue.
  • The team may consult internal departments, legal panels, or external partners (if relevant) to ensure a comprehensive review and rectification.
  • A formal resolution shall be provided within fifteen (15) business days from the date of acknowledgement.

In case of delay, the Customer will be informed of the status and estimated additional time required, along with reasons.

9. Modes of Resolution Communication:

The resolution will be communicated in writing through one or more of the following modes:

  • Registered Email
  • Courier or Registered Post (where requested)
  • Telephonic Communication (only for status, not as final disposition)

All communications shall be documented and preserved for audit purposes for a period of 3 years from the date of closure.

10. Escalation Protocol:

If the Customer remains dissatisfied with the resolution, they may escalate the matter in writing to the designated Grievance Redressal Officer (GRO) within ten (10) business days of receiving the initial response. 

Grievance Redressal Officer:

Name: Mr Manoj Atre

Designation: Additional Director, GRO

Email: office@iuraverse.com

The GRO shall:

  • Independently re-evaluate the grievance
  • Provide a final and binding resolution within fifteen (15) business days
  • Close the grievance with reasons duly recorded in the grievance register

11. Confidentiality and Data Protection:

All information shared in relation to the grievance shall be treated as confidential and shall be used solely for the purpose of resolution. We comply with applicable Indian data protection laws, and access to grievance records is restricted to authorised personnel only.

12. Version Control and Amendment:

This Policy is subject to revision at the sole discretion of the Company. Updated versions shall be made available on official channels and communicated to stakeholders as required.

Document Control:

Earlier Version: 1.1

Date of Issue: 18/11/2023

Review By: Legal Compliance Team

Updated on: 21/05/2025