Grievance Redressal

1. Overview/Introduction:
At MICEFI UNI PRIVATE LIMITED, we are dedicated to providing outstanding customer service and satisfaction. As a provider of a voice-based social platform, we recognize the importance of addressing user grievances swiftly and effectively. This policy outlines our commitment to resolving user complaints in a fair, transparent, and efficient manner, ensuring a positive experience for everyone on our platform.

2. Objective:
Our Grievance Redressal Policy aims to:

• Ensure fair and unbiased treatment for all users
• Continuously improve services based on user feedback
• Provide accessible complaint channels, including in-app feedback, email, and customer support
• Establish an efficient complaint resolution mechanism
• Resolve user issues promptly to ensure a seamless experience
• Compensate users for valid losses caused by service gaps

3. Common Types of User Complaints:
• Service quality issues (e.g., lag, disconnections in voice rooms)
• Functionality errors (e.g., inability to create or join rooms)
• Technical issues (e.g., voice delays or poor audio quality)
• User behavior problems (e.g., harassment or inappropriate speech)
• Delayed customer support responses
• Payment-related issues (e.g., recharge or withdrawal problems)

4. Complaint Registration & Tracking:
Users can register complaints through the following channels:
• In-app feedback forms
• Email support
• Social media messages
• Customer service calls

All complaints will be logged into a central system and assigned a unique reference number for tracking. Users will receive an acknowledgment within 2 working days.

5. Complaint Resolution:
• A dedicated team will handle complaints promptly, ensuring the issue is classified and resolved by the relevant department.
• Interim updates will be provided if additional time is required.

6. Resolution Timelines:
• General complaints: 3-7 days
• Complex issues or third-party cases: 7-30 days

7. User Compensation:
Users may receive compensation for valid cases such as technical errors, service gaps, or staff misconduct, ensuring fairness and accountability.

8. Escalation Matrix:
• Level 1: Grievance Redressal System — All complaints are addressed within 5 days.
• Level 2: Escalate to Grievance Redressal officer for unresolved or critical issues.