Contact & Grievance Officer
As mandated under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Navdhya has appointed a Grievance Officer to address complaints and concerns from users of our platform.
Grievance Officer Information
Mr. Rajesh Kumar
Grievance Officer
Pandav Nagar
Delhi 110092
India
Role and Responsibilities
The Grievance Officer is responsible for:
- Receiving and acknowledging user complaints within 24 hours
- Investigating and resolving grievances in a fair and timely manner
- Ensuring compliance with all applicable laws and regulations
- Maintaining confidentiality of user information and complaints
- Providing regular reports on grievance trends and resolutions
- Coordinating with relevant departments to address complex issues
Grievance Redressal Process
Step 1: Submit Your Complaint
You can submit your complaint through any of the following channels:
- Email: grievance@navdhya.com
- Phone: +91-7289000377
- WhatsApp: +91-7289000377
- Registered postal address provided above
- Through our website's contact form
Step 2: Acknowledgment
We will acknowledge receipt of your complaint within 24 hours and provide you with a ticket number for tracking purposes.
Step 3: Investigation
Our team will investigate your complaint thoroughly, which may involve contacting relevant parties and reviewing documentation.
Step 4: Resolution
We aim to resolve all grievances within 72 hours of receipt. Complex cases may require additional time, and you will be informed of any delays.
Step 5: Communication of Resolution
We will communicate the resolution to you through your preferred communication channel and request confirmation of satisfaction.
Types of Grievances
We handle various types of grievances, including but not limited to:
- Service quality issues and complaints about pandits
- Billing and payment disputes
- Privacy and data protection concerns
- Website functionality and accessibility issues
- Content-related complaints
- Account access and security issues
- Refund and cancellation disputes
- General customer service concerns
Working Hours
The Grievance Officer is available during the following hours:
- Monday to Sunday: 9:00 AM to 9:00 PM IST
- Emergency grievances: 24/7 availability for urgent matters
- Response time: Within 24 hours for acknowledgment
- Resolution time: Within 72 hours for most grievances
Escalation Process
If you are not satisfied with the resolution provided by the Grievance Officer, you may escalate your complaint:
Level 1: Senior Management
Escalate to our Senior Management Team by emailing senior.management@navdhya.com or calling +91-7289000377.
Level 2: External Authorities
For unresolved grievances, you may approach consumer forums or regulatory authorities as per applicable laws.
Confidentiality
We maintain strict confidentiality of all grievances and personal information shared during the grievance process. Information is only disclosed:
- With your explicit consent
- As required by law or regulatory authorities
- To resolve the specific grievance (on a need-to-know basis)
- For internal training and process improvement purposes (in anonymized form)
Additional Contact Information
For general inquiries and support, you may also contact:
Customer Support
Email: help@navdhya.com
Phone: +91-7289000377
Hours: 9:00 AM - 9:00 PM IST
Technical Support
Email: techsupport@navdhya.com
Hours: 24/7
Helpful legal and support links
Review related policies, contact our team, or return to booking and support pages.