Grievance Redressal Policy

The purpose of this Grievance Redressal Policy ("Policy") is to establish the framework and procedures for receiving, recording, addressing, resolving, and responding to grievances raised against Altcase in relation to any products or services offered by the Company, whether directly, through its registered service providers, or via the Altcase online platform ("Platform").

The key objectives of this Policy are as follows:

• To ensure fair, transparent, and unbiased treatment of all customers ("Users") at all times.
• To ensure that all grievances raised by Users are handled courteously and resolved within prescribed timelines.
• To maintain an effective organizational framework for the prompt, fair, and equitable resolution of User grievances.
• To enhance overall User satisfaction through efficient grievance management.
• To provide Users with accessible and convenient channels for grievance redressal.
• To establish an appropriate monitoring mechanism for overseeing the implementation and effectiveness of this Policy.
• To ensure compliance with all applicable laws and regulations relating to customer grievance redressal in India.

How to Raise a Grievance

A User may lodge a grievance through any of the following channels:

• Phone Call: +91 9167315915 to register a complaint.
• Email: support@altcase.com
• Letter: Grievance Redressal Officer (GRO), 4th Floor, Innov 8, Subhash Nagar Road, Navpada, Netaji Subhash Nagar, Vile Parle (E), Mumbai - 400057

Registration of Grievances

Grievances received through phone calls shall be recorded in the designated grievance management system. Complaints that can be resolved during the call shall be addressed immediately. Complaints requiring further review, escalation, or additional information shall be escalated through the appropriate internal process.

Grievances may be submitted through the registered email address or by letter. All such grievances shall be logged and recorded in the grievance management system.

Upon registration, the User shall be assigned a unique grievance reference number for future correspondence and tracking purposes. The complaint shall thereafter be promptly forwarded to the GRO for review, resolution, and any necessary action.

Acknowledgement of Grievances

An acknowledgement shall be issued to the complainant within four (4) working days from the date of receipt of the grievance. The acknowledgement shall include: date of receipt of the grievance; unique grievance reference number; and expected timeline for resolution.

Where a complaint does not pertain to Altcase, the complainant shall be informed accordingly within ten (10) working days of receipt of the complaint.

Grievance Redressal and Turnaround Time (TAT)

• The complaint submitted through email or letter should include relevant details such as the reference number, booking details on the Platform, complainant's name, address, contact information, and supporting documents, wherever applicable.
• Every complaint received shall be registered in accordance with this Policy and assigned a unique grievance reference number.
• All complaints shall be addressed and resolved as expeditiously as possible and, in any event, within thirty (30) working days from the date of receipt.
• The GRO shall monitor the status and resolution of complaints and periodically report the same to the Senior Management of Altcase for review.
• This Policy shall be publicly accessible and provide clear information regarding the process for lodging and resolving grievances. The Policy shall be made available on Altcase's website, platform, and/or application.
• Details relating to grievances shall be treated as confidential and shall only be disclosed to governmental authorities or other persons where required by applicable law or where necessary for the resolution of the complaint.
• All grievances shall be continuously tracked and monitored and shall only be marked as closed upon completion of the grievance resolution process.
• A grievance may be treated as closed where the complainant fails to respond within fifteen (15) days from the date of receipt of the written response issued by the GRO.

Resolution of Grievances

Upon resolution of a grievance, the complainant shall be informed of the outcome. The communication conveying the resolution shall contain: date of receipt of the grievance; unique grievance reference number; details of the GRO handling the matter; and information regarding the complainant's right to approach the GRO again in the event the resolution is not satisfactory, subject to the timelines specified under this Policy.

Grievance Redressal Officer (GRO)

• Name: Madhusudhan ML
• Designation: Director
• Address: 4th Floor, Innov 8, Subhash Nagar Road, Navpada, Netaji Subhash Nagar, Vile Parle (E), Mumbai - 400057
• Contact Number: +91 9594066336
• Email: madhu@altcase.com

Escalation of Grievances

Any User whose grievance remains unresolved beyond thirty (30) working days from the date of receipt by the GRO, or is dissatisfied with the resolution provided, may escalate the matter to the Senior Management of Altcase.

If the User remains dissatisfied with the decision or action taken by the Senior Management, the user may pursue dispute resolution remedies available under the applicable laws of India.

Maintenance of Records and Reporting

The GRO shall maintain and preserve records relating to grievances and complaints received, actions taken, and resolution and closure of grievances. The GRO shall also furnish periodic reports relating to grievances and their resolution to the Senior Management of Altcase, as may be required.

Closure of Grievances

Every grievance shall be resolved and disposed of within thirty (30) working days from its receipt. A final response shall be communicated to the complainant, setting out the resolution of the grievance or the reasons for rejection, where applicable.

A grievance shall be deemed resolved and closed where: Altcase has fully accepted and complied with the complainant's request; the complainant has communicated written acceptance of the response provided by the GRO; the complainant has not responded within fifteen (15) days of receiving the GRO's response; the GRO has certified, with appropriate intimation to the complainant, that Altcase has fulfilled its contractual, statutory, and regulatory obligations; the complainant has not filed any appeal within fifteen (15) days from receipt of the resolution or rejection; or the decision of the Senior Management has been communicated and the complainant has not initiated dispute resolution within fifteen (15) days.

Closure of a grievance shall not be considered final where the complainant has initiated dispute resolution proceedings against the decision of the Senior Management of Altcase in accordance with applicable law.