Grievance Redressal Mechanism

Effective Date: [Launch Date] · Last Updated: [Date]

MANDATORY DISCLOSURE — Required under Consumer Protection Act, 2019 (Section 2(7)), Consumer Protection (E-Commerce) Rules, 2020 (Rule 4(4)), and Information Technology (Intermediary Guidelines) Rules, 2021 (Rule 3(2)). Failure to display this information is a legal violation.

1. Grievance Officer

Designated Grievance Officer

Name: [Full Name of Grievance Officer]
Designation: Grievance Officer
Email: grievance@houseofvisas.com
Phone: +91-XXXX-XXXXXX
Address: [Registered Office Address with PIN Code]
Available: Monday – Saturday, 9:00 AM – 6:00 PM IST

2. How to File a Grievance

Send an email to grievance@houseofvisas.com with the following information:

  • Your full name and contact details (phone number and email)
  • Application tracking ID (format: #HV-YYYY-XXXXX), if applicable
  • Nature and description of the complaint in detail
  • Supporting documents (screenshots, rejection letters, correspondence)
  • Resolution you are seeking

You may also submit a written complaint by post to the Grievance Officer at the registered office address.

3. Response Timeline (Statutory)

StageTimeline
Acknowledgment of complaintWithin 48 hours
First substantive responseWithin 7 days
Final resolutionWithin 30 days

The 30-day resolution timeline is mandated by the E-Commerce Rules, 2020. If the complaint cannot be resolved within 30 days, you will be informed of the reason and the expected resolution date.

4. Escalation Levels

Level 1 — Case Manager: For service-related issues (document delays, communication gaps), contact your assigned case manager directly via WhatsApp. Resolution: same day.

Level 2 — Customer Experience Director: escalations@houseofvisas.com. For unresolved issues from Level 1. Resolution: within 5 business days.

Level 3 — Grievance Officer: grievance@houseofvisas.com. Formal grievance under statutory provisions. Resolution: within 30 days.

Level 4 — External Statutory Remedies: If unsatisfied with the Grievance Officer's resolution, you may approach:

  • Consumer Disputes Redressal Commission (District/State/National) under the Consumer Protection Act, 2019
  • National Consumer Helpline: 1800-11-4000 (toll-free, Government of India)
  • e-Daakhil Portal: edaakhil.nic.in (online filing of consumer complaints)
  • Data Protection Board of India — for data privacy complaints under DPDPA 2023
  • Cyber Crime Portal: cybercrime.gov.in — for IT Act related complaints

5. Mandatory Company Information

Legal entity name: [Company Registered Name]
CIN: [Corporate Identification Number]
GSTIN: [GST Identification Number]
PAN: [Permanent Account Number]
Registered office: [Full Address with PIN Code]
Country of registration: India
Website: houseofvisas.com
Email: hello@houseofvisas.com
Phone: +91-XXXX-XXXXXX
Grievance Officer: [Name], grievance@houseofvisas.com
Data Protection Officer: [Name], privacy@houseofvisas.com

This information is displayed in compliance with Rule 4(1) of the Consumer Protection (E-Commerce) Rules, 2020, which requires every e-commerce entity to provide the legal name, registered office address, customer care details, and grievance officer details on its website.