Legal

Grievance Redressal

Last updated: March 2026

1. Our Commitment

The VoBot Developers is committed to providing excellent service and resolving any issues or complaints promptly and fairly. This Grievance Redressal Policy outlines the process for filing grievances, the resolution timeline, and the escalation mechanism available to our users and clients. This policy is established in compliance with the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

2. Grievance Officer

In accordance with the IT Act 2000 and the Intermediary Guidelines Rules 2021, we have appointed a Grievance Officer to address your concerns:

  • Designation: Grievance Officer
  • Organization: The VoBot Developers
  • Email: grievance@thevobot.in
  • Website: thevobot.in/contact
  • Working Hours: Monday to Saturday, 10:00 AM – 7:00 PM IST (excluding public holidays)

3. How to File a Grievance

You may file a grievance through any of the following channels:

  1. Email: Send a detailed email to grievance@thevobot.in with the subject line "Grievance — [Brief Description]".
  2. Contact Form: Use the contact form on our Contact page and select "Grievance" as the topic.
  3. Written Correspondence: Send a written grievance to the address mentioned on our Contact page, addressed to the Grievance Officer.

When filing a grievance, please include the following information for faster resolution:

  • Your full name and registered phone number or email
  • Order ID or project reference (if applicable)
  • A detailed description of the grievance or complaint
  • Any supporting documents, screenshots, or evidence
  • The resolution you are seeking

4. Resolution Timeline

We follow a structured timeline for addressing grievances:

  • Acknowledgment: Your grievance will be acknowledged within 48 hours of receipt. You will receive a unique grievance reference number for tracking.
  • Investigation: Our team will investigate the matter thoroughly, which may involve reviewing project records, communication history, and consulting relevant team members.
  • Resolution: We aim to resolve all grievances within 15 calendar days from the date of acknowledgment. If additional time is needed, we will inform you of the expected resolution date.
  • Closure: Once resolved, you will receive a detailed response explaining the findings, action taken, and any remedies provided. Your confirmation will be sought before the grievance is formally closed.

5. Escalation Process

If you are not satisfied with the resolution provided, you may escalate the matter through the following levels:

Level 1 — Grievance Officer Review

The initial complaint is handled by the Grievance Officer or a designated team member. Most issues are resolved at this stage.

Level 2 — Senior Management Review

If unsatisfied with the Level 1 resolution, you may request an escalation to senior management by replying to the resolution email with "Escalation Request." The senior management team will review the case independently within 7 business days.

Level 3 — External Remedies

If the matter remains unresolved after Level 2, you may pursue the following external remedies:

  • Consumer Forum: File a complaint with the appropriate District Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019.
  • National Consumer Helpline: Contact the National Consumer Helpline at 1800-11-4000 or consumerhelpline.gov.in.
  • Online Consumer Complaint: File an online complaint at the E-Daakhil portal.
  • Cyber Crime: For matters related to data breaches or cyber offences, you may file a complaint at cybercrime.gov.in.

6. IT Act 2000 Compliance

This grievance redressal mechanism is established in compliance with:

  • Section 79 of the Information Technology Act, 2000, which outlines the obligations of intermediaries.
  • Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, which requires the appointment of a Grievance Officer and establishment of a grievance redressal mechanism.
  • Digital Personal Data Protection Act, 2023, regarding data-related grievances and the rights of data principals.

7. Consumer Protection

In addition to the IT Act provisions, The VoBot Developers respects and upholds the rights of consumers as provided under the Consumer Protection Act, 2019. This includes:

  • Right to be Heard: Every grievance will be given due consideration and a fair hearing.
  • Right to Seek Redressal: You have the right to seek appropriate remedies for any deficiency in service.
  • Right to Information: You will be kept informed of the progress and outcome of your grievance at every stage.
  • Right Against Unfair Trade Practices: We commit to transparent and honest business practices in all our dealings.

8. Record Keeping

All grievances and their resolution records are maintained for a minimum period of 3 years from the date of resolution, in compliance with applicable laws and regulations. These records include the original complaint, correspondence, investigation findings, and resolution details.

9. Contact Us

For any questions about this Grievance Redressal Policy, please contact:

  • Grievance Officer: grievance@thevobot.in
  • General Support: support@thevobot.in
  • Website: thevobot.in/contact