Grievance Redressal Policy
One Stack Solution Private Limited
Objective
The purpose of this Grievance Redressal Policy is to ensure that all customers, users, and stakeholders of OneStack Solution Private Limited have a transparent, accessible, and efficient process to resolve any concerns, complaints, or grievances regarding our products and services.
Scope
This policy applies to all grievances raised by:
  1. Users of OneStack's products and services.
  2. Partners, vendors, or other stakeholders.
How to Raise a Grievance
You can raise a grievance through any of the following channels:
  1. Email: Send an email to our Grievance Officer at mail@onestack.in
  2. Registered Address:
    Grievance Redressal Officer,
    OneStack Solution Private Limited,
    We Work, Platina Towers, Mehrauli-Gurgaon Rd, A Block, DLF Phase 1, Sector 28, Sikanderpur Ghosi, Gurugram, Haryana 122002 Gurgaon, Haryana, India.
  3. Contact Form: Submit your complaint via the contact form on our website at https://www.onestack.in/contact-us.html
Process for Grievance Resolution
1. Acknowledgment
  1. All grievances will be acknowledged within 72 hours of receipt.
2. Review and Resolution:
  1. We aim to resolve grievances within 7 working days from the date of acknowledgment.
  2. Complex issues requiring additional time will be addressed within 30 days, and the complainant will be informed of the progress and expected resolution timeline.
3. Escalation Matrix:
Level Contact Person Designation Contact Details Response Time
Level 1 Vandana Dixit Operations Head Vandana.dixit@onestack.in 7 working days
Level 2 Urmila Dalvi Partnerships Head Urmila.dalvi@onestack.in 7 working days
Level 3 Vishal Gupta Co-Founder & COO mail@onestack.in 7 working days
4. Final Escalation:
  1. In case the issue remains unresolved, it will be reviewed by the senior management of OneStack Solution Private Limited for final resolution
5. Confidentiality :

All information related to client grievances will be treated confidentially to protect client privacy and maintain trust.

6. Feedback and Closure :

Once the grievance is resolved to the customer’s satisfaction, feedback may be sought to improve our processes. A closure confirmation will be provided to the customer. We will use client feedback from grievances to continuously improve our services and processes.

7. Review and Revision :

This Grievance Redressal Policy will be reviewed periodically to ensure its effectiveness and may be revised as necessary to reflect changes in regulations or company practices.

User Responsibilities
  1. Provide accurate and complete details about the grievance, including your contact information, relevant transaction IDs, and any supporting documents
  2. Use the designated grievance channels for efficient handling.
Policy Updates
OneStack reserves the right to modify this policy from time to time to ensure compliance with legal and regulatory requirements or to improve the grievance redressal mechanism. Updates will be published on our website at www.onestack.in.