1. Introduction

This Grievance Redressal & Customer Complaint Resolution Policy explains how PROCEKA TechSol Private Limited (“PROCEKA”, “we”, “us”) receives, investigates, and resolves complaints from clients, Website visitors, and other stakeholders. It works alongside our Privacy Policy, Website Terms & Conditions, Service Engagement Terms & Conditions, Information Security Policy, AI Usage & Responsible AI Policy, and Refund, Cancellation & Payment Policy.

2. Purpose

This Policy establishes a fair, transparent, and professional mechanism for resolving grievances, in order to encourage early resolution of concerns, support customer confidence, and maintain internal accountability.

3. Scope

This Policy applies to complaints relating to the Website, our current services (including business advisory, accounting, GST, income tax, corporate compliance, financial advisory, technology consulting, digital transformation, business registration, training, consultation booking, online payments, and downloadable digital products), and any future services we introduce, including a client or professional portal, marketplace, AI services, SaaS platform, or mobile application.

4. Definitions

“Complainant” means any person raising a grievance under this Policy. “Grievance” or “Complaint” means an expression of dissatisfaction about our services, conduct, or handling of information. “Resolution” means the outcome communicated to the Complainant following investigation, which may or may not grant the specific outcome requested.

5. Guiding Principles

Complaints are handled with fairness, respect, and impartiality. We encourage customers to raise concerns with us directly in the first instance, so that we have a genuine opportunity to understand and address the matter before it is escalated externally.

6. Who Can Raise a Grievance

Any client, prospective client, or Website visitor who has interacted with PROCEKA may raise a grievance under this Policy.

7. Types of Grievances

Grievances may relate to, among other things, service quality, billing or payment issues, communication or responsiveness, data handling and privacy, or the conduct of PROCEKA personnel.

8. Complaints Outside the Scope

This Policy does not cover general feedback or suggestions that are not expressions of dissatisfaction, or matters that are the subject of separate legal proceedings between the parties, which are handled through the applicable legal process instead.

9. How to Submit a Complaint

Complaints may be submitted by email or phone using the details in Section 30, or in writing to our registered office address.

10. Information Required from the Complainant

To enable investigation, please include your name and contact details, a description of the issue, relevant dates, and any reference numbers (such as an order or engagement reference) where applicable. Incomplete information may delay our ability to investigate.

11. Acknowledgement Process

We aim to acknowledge receipt of a complaint promptly, generally within 1 business day, though this may vary during periods of high volume or for complaints received outside business hours.

12. Preliminary Review

Upon acknowledgement, we conduct a preliminary review to understand the nature of the complaint and determine the appropriate next steps, including whether additional information is needed.

13. Investigation Process

Where a complaint requires investigation, we gather relevant information, which may include reviewing correspondence, records, and consulting with the personnel or department involved, in order to reach a fair and informed view of the matter.

14. Communication During Investigation

We aim to keep you reasonably informed of progress during an investigation, particularly where it will take longer than initially expected, though we cannot guarantee updates at fixed intervals for every complaint.

15. Resolution Process

Following investigation, we aim to work towards a reasonable resolution within an appropriate timeframe, recognising that more complex matters may require additional time. Submission of a complaint does not guarantee that the specific outcome requested will be granted; resolutions are based on a fair assessment of the facts and applicable policies.

16. Escalation Process

If you are not satisfied with the initial resolution, you may request escalation to company management for further review, using the same contact details used to raise the original complaint.

17. Closure of Complaints

A complaint is generally considered closed once a resolution has been communicated to the Complainant and no further response is received within a reasonable period, or once escalation has been completed.

18. Reopening of Complaints

A closed complaint may be reopened where genuinely new and material information becomes available that was not considered in the original resolution.

19. Malicious or Frivolous Complaints

We reserve the right to decline to process complaints that are abusive, fraudulent, malicious, repetitive without new information, or clearly outside the scope of our services, while continuing to respect any statutory rights you may have under applicable law.

20. Complaints Regarding Digital Products

Complaints relating to downloadable digital products are assessed with reference to this Policy and our Refund, Cancellation & Payment Policy, particularly Section 2 of that Policy regarding digital product refunds.

21. Complaints Regarding Professional Services

Complaints relating to a specific professional engagement are assessed with reference to the applicable Engagement Documentation and our Service Engagement Terms & Conditions, in addition to this Policy.

22. Complaints Regarding Payments

Complaints relating to a payment, billing, or refund matter are assessed with reference to our Refund, Cancellation & Payment Policy.

23. Complaints Regarding Privacy

Complaints relating to how we handle your personal information, including requests to exercise your rights under Section 29 of our Privacy Policy, are directed to our Grievance Officer named in Section 31, and addressed in accordance with applicable data protection law, including the Digital Personal Data Protection Act, 2023.

24. Complaints Regarding AI-Assisted Services

Complaints relating to AI-assisted output, as described in our AI Usage & Responsible AI Policy, are treated with particular attention to whether appropriate human professional review took place, and are used to inform continuous improvement of our AI governance practices.

25. Record Keeping

We maintain records of complaints received and their resolution, consistent with our Data Retention & Secure Disposal Policy, to support consistency in handling and to identify trends over time.

26. Confidentiality

Complaints are handled with reasonable confidentiality, and information shared in connection with a complaint is used only for the purpose of investigating and resolving it, consistent with our Privacy Policy. Where a conflict of interest could arise in investigating a complaint (for example, involving personnel who would otherwise investigate it), we take reasonable steps to have the matter reviewed by another appropriate person.

27. Continuous Improvement

We review complaint trends periodically to identify opportunities to improve our services, processes, and communication, treating complaints as valuable feedback rather than only as matters to be closed.

28. Review of Complaints

Company management periodically reviews complaint outcomes to confirm they are being handled consistently and fairly across similar matters.

29. Policy Review

This Policy is reviewed periodically and updated as necessary to reflect changes in our services, business practices, or applicable law.

30. Contact Details

PROCEKA TechSol Private Limited
Rajabandha, Ghatgaon, Keonjhar, Odisha, India
Email: info@proceka.com
Phone: +91 91785 66135

31. Grievance Officer

In accordance with the Information Technology Act, 2000, our designated Grievance Officer is:

Name: Pravanjana Behera
Contact Number: 06733-291016
Email: info@proceka.com
Address: Rajabandha, Ghatgaon, Keonjhar, Odisha, India

Nothing in this Policy limits your right to escalate a matter to an appropriate regulatory authority or pursue a legal remedy available to you under applicable law, including the Consumer Protection Act, 2019, independent of this internal process.

32. Effective Date

This Grievance Redressal & Customer Complaint Resolution Policy is effective as of 24 July 2026.