GRIEVANCE REDRESSAL FRAMEWORK
1. Purpose
Traveltime Mobility India Private Limited (“Traveltime”, “Company”, “we”, “us”, or “our”) is committed to a fair, accessible, and timely grievance redressal process. This Grievance Redressal Framework (“Framework”) sets out the channels through which you may raise a grievance, the timelines within which the Company will respond, the manner in which you may escalate an unresolved grievance, and the rights that you may exercise under applicable law.
2. Scope
You may raise a grievance under this Framework if you believe that:
- the Website, or any content on it, breaches any applicable law;
- the Company has processed your personal data in a manner that does not comply with applicable law or with the Privacy Policy published on the Website;
- the Company has failed to respond, or has responded inadequately, to a request that you have made to exercise your rights in relation to your personal data;
- content on the Website infringes your intellectual property right, privacy, or other legal right;
- you have a complaint about the conduct of the Company in relation to a service enquiry or the use of the Website; or
- you wish to report any other issue connected to the Website or the Company’s processing of personal data.
3. Grievance Officer
In accordance with applicable law, the Company has appointed a Grievance Officer who is responsible for receiving and responding to grievances under this Framework. The contact details of the Grievance Officer are:
| Name | Ajay Pawar |
|---|---|
| Designation | HR Manager |
| ajay.p@traveltime.co.in | |
| Phone | +91 99229 22629 |
| Postal address | Traveltime Mobility India Private Limited, 1st Floor, Astral Court, Above Axis Bank, Aundh, Pune – 411007 |
| Hours | Monday to Friday, 10:00 to 18:00 IST, excluding public holidays. |
4. How to Submit a Grievance
You may submit a grievance through either of the following channels:
Email: send a written grievance to the email address of the Grievance Officer.
Post: send a written grievance to the postal address of the Grievance Officer.
To help the Company resolve your grievance quickly, please include the following details:
- your full name and preferred mode of contact;
- a description of the grievance with relevant dates, page URLs, and screenshots;
- the outcome you seek; and
- any document that supports your grievance.
You may submit a grievance in English or in any of the languages set out in the Eighth Schedule to the Constitution of India.
5. Timelines
The Company will handle every grievance in line with the following timelines:
| Stage | Timeline |
|---|---|
| Acknowledgement of receipt with a unique ticket number, the name of the assigned officer, and the expected resolution window. | Within 48 (forty-eight) hours of receipt of the grievance. |
| Substantive resolution of the grievance, with reasons. | Within 15 (fifteen) days of receipt of the grievance, where the matter is straightforward. |
| Resolution of a grievance that requires investigation or input from a third party. | As soon as practicable, and in any case within 30 (thirty) days of receipt of the grievance. |
| Resolution of a grievance that relates to the exercise of your rights in relation to your personal data. | Within the period prescribed by law, and in any case within 90 (ninety) days of receipt. |
| Resolution of a complaint about unlawful or harmful content on the Website. | Within 15 (fifteen) days, with takedown of any prima facie unlawful content within 24 (twenty-four) hours where the law requires. |
6. Process After Submission
Once you submit a grievance, the Company will follow the process set out below:
- Logging. The Company logs the grievance in its internal grievance register and assigns it a unique ticket number.
- Acknowledgement. The Grievance Officer acknowledges receipt to you within the timeline set out in Section 5, and provides the ticket number, the name of the officer handling the grievance, and the expected resolution window.
- Verification. Where the grievance relates to your personal data, the Grievance Officer may ask you to verify your identity through reasonable means. The Company will not act on a personal-data-related grievance without satisfactory identity verification.
- Investigation. The Grievance Officer investigates the grievance, consults internal teams as required, and gathers all relevant facts and documents.
- Decision. The Grievance Officer issues a written decision with reasons. Where the Company accepts the grievance, the decision sets out the remedial action that the Company will take, and the timeline for that action. Where the Company rejects the grievance, the decision sets out the basis for rejection.
- Closure. The Company closes the ticket once it implements the agreed remedial action, or once it issues the decision and any internal appeal period has expired.
7. Internal Appeal
If you are not satisfied with the response of the Grievance Officer, you may submit an internal appeal within 15 (fifteen) days of receipt of the response to the internal appellate authority:
Name and designation: Anup Joshi, HR Head
Email: anup.j@traveltime.co.in
Phone: +91 91562 16236
The internal appellate authority will review the grievance and the original response, and will issue a final decision within 30 (thirty) days of receipt of the appeal.
8. Escalation to the Data Protection Board of India
If your grievance relates to the processing of your personal data and you remain dissatisfied after the Grievance Officer (and, if applicable, the internal appellate authority) has responded, or if the Grievance Officer has not responded within the timelines set out above, you may escalate the matter to the Data Protection Board of India. You may do so:
- through the online portal or mobile application that the Data Protection Board of India publishes from time to time;
- by any other means that the Data Protection Board of India prescribes; or
- through a registered consent manager that you have authorised.
The Company will cooperate fully with any investigation or proceeding initiated by the Data Protection Board of India.
9. Escalation Under Other Laws
Nothing in this Framework restricts your right to:
- escalate a complaint about unlawful or harmful content to the Grievance Appellate Committee constituted by the Central Government;
- approach the Ministry of Electronics and Information Technology, the Indian Computer Emergency Response Team (CERT-In), or any other competent authority;
- approach a consumer forum or commission of competent jurisdiction; or
- approach any court of competent jurisdiction.
10. Confidentiality
The Company will treat every grievance, and all personal data and other information that you submit as part of it, as confidential. The Company will share that information internally only on a strict need-to-know basis, and externally only where the disclosure is required or permitted by law.
11. Record-Keeping
The Company maintains a grievance register that records, for each grievance, the date of receipt, the nature of the grievance, the action taken, the date of resolution, and any onward escalation. The Company retains the grievance register, and all supporting records, for a minimum of one year from the date of resolution, or for such longer period as any applicable law requires.
12. No Retaliation
The Company will not take any adverse action against you for raising a grievance in good faith under this Framework.
13. Changes to this Framework
The Company may revise this Framework from time to time. The Company will publish the revised Framework on the Website and update the “Last updated” date at the top. Material changes will, where reasonably practicable, be brought to your attention through a banner on the Website or by other appropriate means.
14. Acknowledgement
By accessing or using the Website, or by submitting any personal data through the Website, you acknowledge that you have read and understood this Framework, and that you may exercise the rights and follow the procedures that it describes.