This policy is applicable to all the customers availing the products/services offered by BeBuoy.

1. GRIEVANCE REDRESSAL AWARENESS
   Publicising redressal mechanism:
   1. The grievance redressal mechanism is appropriately displayed on the BeBuoy’s website and mobile application to spread its awareness among its customers.
2. GRIEVANCE REDRESSAL MECHANISM
   Complaint Channels:
   1. Customer Care number as displayed on the BeBuoy website and the mobile application: [Interactive voice response (IVR)]
   2. Online grievances through the Customer Support email id: [email protected]
   3. Mobile application / Website ‘Contact Us’ form
3. Complaint Ticket:
   1. The customer will be given an acknowledgement/ticket number of his/her complaint within 1 working day from the date of receipt of the Complaint
   2. All customer complaints received through digital channels will be acknowledged through an email along with a need-based intimation to the Nodal Officer.
4. Complaint Tracking:
   1. An automated system is used to digitally record the customer complaints received through multiple channels, which will also be accessible to the entire customer service department to monitor and update the status of each complaint
   2. Each of these complaints will be assigned a unique tracking number which will be shared with the customer for future reference and monitoring purposes.
5. Broad Customer Complaint Mechanism With Escalation Matrix
   
   Level 1
   Phone – 080 41633566
   Email id for online complaints / suggestion: [email protected]
   Website:: https://bebuoy.com/contact
   
   Estimated timelines at various levels of queries/escalations
   First response to a customer’s query/concern – within 48 working hours
   Follow-up queries – 3 working days(Post 1st Response to customer)
   Escalated cases – 7 working days(Post follow up queries TAT)
   Customer grievances raised to Nodal officer – 15 working days
   
   Level 2
   If the Customer’s issue is not resolved even after contacting various complaint resolution channels or if the customer is not satisfied with the response, he/she can reach out to the Customer Service Head.
   
   BeBuoy InfoServices Private Limited
   1370, Vaishnavi Plaza, Jayanagar, 9th Block
   Southend Main Road, Bangalore – 560069, KA, INDIA
   Email id: [email protected]
   
   In the event any additional time is needed to resolve a customers compliant, BeBuoy will inform the customer the reasons for such delay and provide expected timelines for the resolution of the complaint.
   
   Level 3
   If the Customer’s issue is not resolved even after contacting Customer Service Head or if the Customer is not satisfied with the response, he/she can reach out to Nodal Officer appointed by BeBuoy.
   
   BeBuoy InfoServices Private Limited
   1370, Vaishnavi Plaza, Jayanagar, 9th Block
   Southend Main Road, Bangalore – 560069, KA, INDIA
   Email id: [email protected]