Grievance Redressal Mechanism

Last Updated: December 26, 2024

Arrow Facility Services is committed to providing effective grievance redressal mechanisms in compliance with Indian consumer protection and business laws.

1. Legal Framework

Our grievance redressal mechanism operates under the following Indian laws:

  • Consumer Protection Act, 2019 - Consumer rights and grievance redressal
  • Digital Personal Data Protection Act, 2023 - Data protection complaints
  • Companies Act, 2013 - Corporate governance and stakeholder grievances
  • Contract Labour (Regulation and Abolition) Act, 1970 - Labour-related grievances
  • Information Technology Act, 2000 - Cyber grievances and digital complaints
  • Indian Contract Act, 1872 - Service contract disputes
  • Competition Act, 2002 - Fair business practice complaints

2. Types of Grievances We Address

2.1 Service-Related Grievances

  • Service quality issues and deficiencies
  • Non-compliance with Service Level Agreements (SLAs)
  • Billing disputes and payment issues
  • Staff conduct and behavior concerns
  • Safety and security incidents
  • Equipment damage or property issues

2.2 Data Protection and Privacy Complaints

  • Unauthorized data collection or processing
  • Data breach incidents
  • Consent-related issues
  • Data access and correction requests
  • Data deletion and erasure requests
  • Cross-border data transfer concerns

2.3 Employment and Labour Grievances

  • Workplace harassment or discrimination
  • Wage and salary disputes
  • Working conditions and safety issues
  • Leave and benefits disputes
  • Wrongful termination or disciplinary actions

2.4 Consumer Protection Issues

  • Misleading advertisements or representations
  • Unfair trade practices
  • Contract terms and conditions disputes
  • Refund and cancellation issues
  • Product defects or service failures

3. Grievance Redressal Process

1

Filing Complaint

Submit your grievance through our designated channels with complete details and supporting documents.

2

Acknowledgment

We acknowledge receipt of your complaint within 3 business days with a unique complaint reference number.

3

Investigation

Our designated team investigates the matter thoroughly and gathers necessary information and evidence.

4

Resolution

We provide a resolution within 30 days of complaint registration or inform you of any extension required.

3.1 Timeline for Resolution

  • Acknowledgment: 3 business days
  • Initial Response: 7 business days
  • Investigation Completion: 21 business days
  • Final Resolution: 30 business days
  • Complex Cases: Up to 60 days with periodic updates
  • Urgent/Safety Issues: 24-48 hours for initial response

4. How to File a Grievance

4.1 Internal Grievance Channels

  • Email: grievance@arrowfacilityservices.com
  • Phone: +91 98409 63029 (Grievance Helpline)
  • Written Complaint: Mail to our registered office
  • Online Form: Submit through our website grievance form
  • In-Person: Visit our office during business hours

4.2 Required Information

  • Full name and contact details
  • Nature of grievance with detailed description
  • Date and time of incident (if applicable)
  • Service agreement or reference number
  • Supporting documents and evidence
  • Preferred mode of communication for updates
  • Expected resolution or compensation sought

Online Grievance Form

5. Escalation Matrix

5.1 Internal Escalation

  • Level 1: Service Manager / Department Head
  • Level 2: Grievance Officer / Senior Management
  • Level 3: Managing Director / Board of Directors

5.2 External Escalation

  • Consumer Forums: District/State/National Consumer Disputes Redressal Commissions
  • Regulatory Bodies: Relevant industry regulators and government departments
  • Data Protection Board: For data protection and privacy complaints
  • Labour Authorities: For employment-related disputes
  • Civil Courts: For contractual and commercial disputes

Regulatory Contact Information

  • District Consumer Forum (Chennai): Additional Civil Court Complex, George Town, Chennai - 600001
  • State Consumer Commission (Tamil Nadu): No.6, Thiru-Vi-Ka Industrial Estate, Guindy, Chennai - 600032
  • National Consumer Helpline: 1915 (Toll-Free)
  • Data Protection Board of India: To be notified upon establishment
  • Ministry of Electronics and IT: Electronics Niketan, 6 CGO Complex, Lodhi Road, New Delhi - 110003

6. Rights of Complainants

6.1 Fundamental Rights

  • Right to fair hearing and impartial investigation
  • Right to be informed about the progress of complaint
  • Right to appeal against the decision
  • Right to confidentiality and privacy protection
  • Right to legal representation
  • Right to compensation for proven damages

6.2 Consumer Rights (As per Consumer Protection Act, 2019)

  • Right to safety and protection from hazardous services
  • Right to be informed about quality, quantity, and price
  • Right to choose from variety of services
  • Right to be heard in case of grievances
  • Right to seek redressal against unfair practices
  • Right to consumer education and awareness

6.3 Data Subject Rights (As per DPDP Act, 2023)

  • Right to information about data processing
  • Right to correction of inaccurate data
  • Right to erasure of personal data
  • Right to grievance redressal
  • Right to nominate for data rights
  • Right to compensation for data breaches

7. Alternative Dispute Resolution

7.1 Mediation

  • Chennai Mediation Centre (for commercial disputes)
  • Tamil Nadu State Legal Services Authority
  • Industry-specific mediation panels
  • Online dispute resolution platforms

7.2 Arbitration

  • Arbitration as per Arbitration and Conciliation Act, 2015
  • Chennai Centre for Arbitration and Mediation
  • Indian Council of Arbitration
  • Institutional arbitration for complex disputes

7.3 Conciliation

  • Voluntary conciliation proceedings
  • Industry association conciliation panels
  • Government-sponsored conciliation services
  • Private conciliation services

8. Grievance Officer Details

Primary Grievance Officer

Designation: Grievance Redressal Officer

Email: grievance@arrowfacilityservices.com

Phone: +91 98409 63029

Address: New 128, Old 114, 2nd Floor, Eldams Rd, Subbarayan Nagar, Teynampet, Chennai, Tamil Nadu 600018

Office Hours

  • Monday to Friday: 9:00 AM to 6:00 PM IST
  • Saturday: 9:00 AM to 1:00 PM IST
  • Emergency Grievances: 24/7 helpline available

Language Support

  • English (Primary)
  • Hindi
  • Tamil
  • Other regional languages upon request

9. Monitoring and Review

9.1 Performance Metrics

  • Average resolution time
  • Customer satisfaction scores
  • Repeat complaint rates
  • Escalation percentages
  • Compliance with timeline commitments

9.2 Continuous Improvement

  • Monthly grievance analysis and reporting
  • Quarterly stakeholder feedback sessions
  • Annual process review and enhancement
  • Staff training on grievance handling
  • Technology upgrades for better service

Our Commitment: Arrow Facility Services is committed to resolving all grievances in a fair, transparent, and timely manner. We believe that effective grievance redressal strengthens our relationship with stakeholders and improves our service quality.

10. Legal Disclaimers

  • This grievance mechanism does not restrict your legal rights under applicable laws
  • You may pursue legal remedies simultaneously or after exhausting internal mechanisms
  • All disputes are subject to the jurisdiction of Chennai courts
  • This policy is governed by Indian laws and regulations
  • We reserve the right to update this mechanism with prior notice