Grievance Redressal Policy – SostaBiz

At SostaBiz, we are committed to providing a transparent, fair, and timely grievance redressal mechanism. Our aim is to ensure that every concern or complaint raised by our users—whether they are retailers (Stores) or manufacturers (Pilots)—is resolved effectively in accordance with applicable laws and internal standards.

Table of Contents
  1. Objective
  2. Scope
  3. How to Raise a Grievance
  4. Grievance Handling Process
  5. Grievance Officer Details
  6. User Responsibilities
  7. Escalation Matrix
  8. Legal Compliance
  9. Review and Updates

1. Objective

The objective of this Grievance Redressal Policy is to:

  • Ensure that all users have a clear and accessible process to raise complaints or concerns.
  • Handle grievances in a fair, efficient, and confidential manner.
  • Provide timely resolution to complaints, building trust and user satisfaction.
  • Comply with all relevant laws and guidelines, including the IT Act, Consumer Protection Rules, and applicable B2B commerce regulations in India.

2. Scope

This policy applies to:

  • All registered users of the SostaBiz platform (both mobile apps and website).
  • Grievances related to product quality, delivery issues, payment failures, platform misuse, policy violations, or any dissatisfaction with our services.

3. How to Raise a Grievance

Users can raise a grievance through any of the following channels:

In-App Support Chat

Open the SostaBiz app and use the "Help & Support" section to chat with a representative.

Email Support

Send a detailed complaint to: grievance@sostabiz.com

Include your user ID, order ID (if applicable), and a brief description of the issue.

Online Form Submission

Visit: https://sostabiz.com/grievance-form.php

Fill out the grievance form, and our team will respond within the given timeline.

Postal Address

Grievance Officer
SostaBiz Business Services
[Insert Office Address]
[City, State, ZIP, Country]

4. Grievance Handling Process

Upon receiving a complaint, the process is as follows:

Acknowledgement

You will receive an acknowledgment of your grievance within 48 working hours.

Initial Review

Our grievance team will assess the nature and severity of the issue and may reach out for additional information.

Resolution Timeline
  • Standard complaints: Resolved within 7 business days.
  • Complex issues or legal matters: Resolved within 15–30 business days, depending on the case.
Final Response

Once resolved, a closure report or solution will be shared via email or app notification.

5. Grievance Officer Details

As per the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the designated Grievance Officer for SostaBiz is:

Name: [Insert Officer's Name]

Email: grievance@sostabiz.com

Phone: [Insert Contact Number]

Working Hours: Monday to Friday, 10:00 AM to 6:00 PM IST

6. User Responsibilities

To facilitate effective grievance resolution, users are expected to:

  • Provide accurate and complete information while raising a complaint.
  • Maintain respectful and professional communication with our support team.
  • Allow reasonable time for investigation and resolution.

7. Escalation Matrix

If you are not satisfied with the response from the Grievance Officer, you may escalate the issue to:

Senior Grievance Manager

Email: escalate@sostabiz.com

Your email will be reviewed within 5 business days.

9. Review and Updates

This policy is reviewed periodically and may be updated as per operational, legal, or regulatory requirements. Updated versions will be published on this page.

Effective Date: April 10, 2025