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
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
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
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