UTILIPAY HUB (OPC) PVT LTD (“UTILIPAY HUB”) is dedicated to maintaining the highest standards of customer satisfaction, ethical digital commerce, and data privacy. In accordance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023 (DPDP Act), we have formulated this structured Grievance Redressal Mechanism for transparent dispute resolution.
1. Statutory Framework & Scope
This grievance redressal policy applies to all users, clients, purchasers, visitors, and data principals accessing digital services, software products, professional consultancy, and transaction facilities hosted under UTILIPAY HUB.
You may initiate a grievance regarding any of the following matters:
- Deficiency or delayed fulfillment in website development, managed digital services, or consultancy deliverables.
- Billing discrepancies, disputed charges, delayed invoice adjustments, or refund claims under our Cancellation & Refund Policy.
- Unauthorized access, personal data breaches, or non-compliance with digital data rights under DPDP Act 2023.
- Objectionable content, copyright violations, or intellectual property infringements hosted across our domains.
- Unfair trade practices or misleading service representations as defined under Consumer Protection Rules 2020.
2. Designated Grievance Redressal Officer
As required by Rule 3(2) of the Information Technology (Intermediary Guidelines) Rules, 2021 and Section 5 of the Consumer Protection (E-Commerce) Rules, 2020, the company has appointed a designated Grievance Redressal Officer whose contact particulars are set forth below:
Rahul Gandhi
Grievance Redressal Officer • UTILIPAY HUB (OPC) PVT LTD
3. Timelines & Statutory SLAs
We adhere strictly to statutory service level agreements (SLAs) prescribed by Indian regulations:
Every grievance received via email, web form, or registered postal mail will be officially acknowledged within forty-eight (48) hours with a unique Grievance Reference Number for tracking.
The Grievance Officer will conduct an internal inquiry, review records, and communicate the final resolution or reasoned redressal decision within thirty (30) days (1 month) of receipt.
4. Three-Tier Escalation Matrix
To ensure efficient resolution, clients and users are encouraged to follow our progressive escalation pathway:
For initial issues related to project delivery, service scope clarification, or billing invoices:
Email: utilipayu@gmail.com • Phone: +91 99880 95551
If Level 1 support fails to resolve the issue within 3 business days, or if the resolution is unsatisfactory:
Email: utilipayy@gmail.com • Attn: Rahul Gandhi
If the dispute remains unresolved following Level 2 review after 30 days:
You may escalate to the National Consumer Helpline (Toll-Free: 1915 or consumerhelpline.gov.in) or the Data Protection Board of India under the DPDP Act 2023.
5. How to File a Grievance
To enable prompt investigation and resolution, please provide the following particulars when lodging a grievance:
6. Data Privacy & DPDP Act Grievances
Under the Digital Personal Data Protection Act, 2023, Data Principals have rights regarding access, rectification, erasure, and grievance redressal concerning their digital personal data.
If your grievance pertains specifically to personal data processing, withdrawal of consent, or suspected data breach, you may use our dedicated self-service data rights request portal:
7. Regulatory & Appellate Recourse
In the event that any grievance cannot be resolved amicably through the internal redressal machinery within the statutory timeline of thirty (30) days:
- National Consumer Helpline (NCH): Consumers may register complaints via the Ministry of Consumer Affairs portal (consumerhelpline.gov.in) or National Helpline 1915.
- Data Protection Board of India: Following exhaustion of internal redressal with our Grievance Officer, data principals may approach the Data Protection Board under Section 13 of the DPDP Act 2023.
- Jurisdiction: As stipulated in our Terms & Conditions, any legal proceedings or arbitration arising out of unsettled disputes shall be subject to the exclusive jurisdiction of the competent courts in Mohali, Punjab, India.
Related Legal Policies & Compliance: