Grievance Redressal

Last Updated: January 28, 2025

Vobot is the software development wing of its parent entity Ms Shubham Enterprises.

Our Commitment

TheVobot is committed to providing excellent service and addressing all client concerns promptly and fairly. This grievance redressal mechanism ensures transparent resolution of any issues.

1. Types of Grievances

Service-Related:
  • Project delivery delays
  • Quality concerns
  • Communication issues
  • Scope misunderstandings
Business-Related:
  • Billing disputes
  • Contract disagreements
  • Refund issues
  • Privacy concerns

2. Grievance Resolution Process

Step 1
Submit Complaint

Email or formal submission

Within 24 Hours
Step 2
Initial Review

Case assignment & acknowledgment

2-3 Business Days
Step 3
Investigation

Detailed review & fact-finding

5-7 Business Days
Step 4
Resolution

Final decision & implementation

1-2 Business Days

3. How to Submit a Grievance

Required Information:
  • Full name and contact details
  • Project/Service reference number
  • Detailed description of the issue
  • Supporting documents/evidence
  • Preferred resolution outcome
Submission Methods:

Email: vobotdev@gmail.com

Subject Line: "Grievance - [Brief Description]"

Physical Address:

Ms Shubham Enterprises (Vobot)
Dwarka, Delhi - 78, India

4. Escalation Levels

Level 1: Project Manager (0-3 days)

Initial handling by assigned project manager

Level 2: Senior Management (4-7 days)

Escalation to senior management team

Level 3: Director Review (8-15 days)

Final review by company director for complex issues

5. Resolution Outcomes

  • Issue Resolved: Satisfactory solution implemented
  • Partial Resolution: Compromise solution with compensation
  • Alternative Offered: Different solution proposed
  • Issue Invalid: Grievance found to be without merit
  • Escalation Required: External mediation recommended

6. Your Rights During Process

  • Regular status updates
  • Fair and impartial review
  • Access to all relevant information
  • Right to provide additional evidence
  • Appeal mechanism for decisions
  • Confidentiality protection

7. External Redressal

If unsatisfied with our resolution:

  • Consumer Forum: District/State Consumer Dispute Redressal Forum
  • Legal Action: Civil courts under Indian laws
  • Arbitration: As per our Terms & Conditions
  • Industry Bodies: Software industry associations

8. Feedback & Improvement

Continuous Improvement

All grievances help us improve our services. We maintain detailed records and conduct quarterly reviews to enhance our processes and prevent future issues.

9. Contact Information

Grievance Officer: Senior Project Manager

vobotdev@gmail.com

Ms Shubham Enterprises, Dwarka, Delhi - 78, India

Office Hours: Monday to Saturday, 10:00 AM to 6:00 PM IST