Grievance Redressal Policy

1. Commitment to Client Satisfaction

At Mantra Tech Fusion, transparency, client trust, and prompt conflict resolution are core to our culture. In compliance with the Information Technology Act, 2000, and the Digital Personal Data Protection (DPDP) Act, 2023, this policy outlines our formalized, multi-tiered grievance redressal framework.

2. 3-Tier Escalation Hierarchy

Clients experiencing issues related to project delivery, service quality, billing, or data privacy can follow our structured escalation ladder:

Level 1: Dedicated Project Manager / Account Lead

For day-to-day project questions, revision requests, or milestone scheduling inquiries, please reach out directly to your assigned Project Manager.

• Response SLA: Within 24 Business Hours.
• Channel: Official Project Slack/WhatsApp group or email.

Level 2: Head of Technical Delivery / Operations

If your concern is not satisfactorily addressed by the Project Manager within 48 business hours, you may escalate to our Operations Leadership.

• Response SLA: Within 48 Business Hours.
• Escalation Email: mantratechfusion@gmail.com.

Level 3: Designated Grievance Officer

For unresolved contractual disputes, severe service discrepancies, or data privacy grievances, clients may file a formal complaint with our designated Grievance Officer.

3. Investigation & Resolution SLA Timelines

• Acknowledgment: Every formal grievance received by the Grievance Officer is assigned a unique Tracking Ticket Number and acknowledged within 24–48 Business Hours.
• Internal Investigation: Our technical and management committee audits project records, communication logs, and code repositories within 5 Business Days.
• Final Resolution Window: Complete written resolution or corrective action plan is delivered to the client within 7 to 14 Business Days.