Grievance Redressal Policy

UniqProps Realty Private Limited is committed to providing excellent service to all our customers, partners, and stakeholders. We have established a comprehensive Grievance Redressal Mechanism to address and resolve complaints in a fair, transparent, and timely manner.

• This Grievance Policy outlines the procedure for filing, processing, and resolving grievances related to our services, property transactions, and business practices.
• Our grievance redressal mechanism is designed to ensure that all complaints are handled with sensitivity, impartiality, and in accordance with applicable laws and regulations.
• This policy applies to all users of our Platform, including property buyers, sellers, tenants, landlords, and any other stakeholders who interact with our services.

This policy covers all grievances related to our services and business operations:

• Service Quality: Complaints about the quality of service provided by our team.
• Property Listings: Issues related to inaccurate or misleading property information.
• Transaction Disputes: Disagreements arising from property transactions facilitated through our Platform.
• Payment Issues: Concerns about payments, refunds, or financial transactions.
• Staff Behavior: Complaints about the conduct of our employees or representatives.
• Privacy & Data: Concerns about handling of personal information and data privacy.
• RERA Compliance: Issues related to RERA compliance for property projects.
• Other Concerns: Any other matter related to our services or business practices.

Grievances can be classified into the following categories:

• Service Grievances: Delays, poor service quality, or unprofessional behavior.
• Product Grievances: Issues with property listings, descriptions, or images.
• Financial Grievances: Billing disputes, refund requests, or payment-related issues.
• Legal Grievances: Violations of contractual terms or legal obligations.
• Ethical Grievances: Concerns about unethical practices or misconduct.
• Technical Grievances: Issues with website functionality or technical support.

You can file a grievance through any of the following channels:

• Email: Send your grievance to grievance@uniqprops.in with the subject line "Grievance - [Your Name] - [Brief Description]"
• Online Form: Fill out the grievance form available on our website under the "Contact Us" section.
• Phone: Call our grievance helpline at +91 88007 07381 during business hours (9:00 AM - 6:00 PM, Monday - Saturday).
• Postal Mail: Send a written complaint to Plot No. 12, Sector 62, Noida, Uttar Pradesh – 201309 addressed to the Grievance Redressal Officer.
• In-Person: Visit our office during business hours to file a grievance in person.

Our grievance redressal process follows these steps:

• Step 1 - Acknowledgment: We will acknowledge receipt of your grievance within 24 hours of submission.
• Step 2 - Review: The grievance will be reviewed by the Grievance Redressal Officer to determine its validity and category.
• Step 3 - Investigation: A thorough investigation will be conducted, which may involve gathering information from relevant parties.
• Step 4 - Resolution: Based on the investigation findings, we will propose a resolution to address your grievance.
• Step 5 - Communication: You will be informed of the resolution and the actions taken.
• Step 6 - Closure: The grievance will be closed upon your acceptance of the resolution or after the appeals process is exhausted.

We are committed to resolving grievances within the following timelines:

• Acknowledgment: Within 24 hours of receipt.
• Preliminary Review: Within 3 working days.
• Investigation: Within 7-10 working days depending on complexity.
• Resolution: Within 15 working days from the date of receipt.
• Complex Cases: For complex grievances requiring extensive investigation, the timeline may be extended up to 30 working days with prior intimation.
• Escalated Cases: Grievances escalated to senior management will be resolved within 21 working days.

If your grievance is not resolved satisfactorily, you may escalate it through the following levels:

• Level 1 - Customer Support: First point of contact for all grievances. Resolution within 7 working days.
• Level 2 - Grievance Redressal Officer: Escalation if not resolved at Level 1. Resolution within 15 working days.
• Level 3 - Senior Management: Escalation if not resolved at Level 2. Resolution within 21 working days.
• Level 4 - External Authority: If internal resolution is unsatisfactory, you may approach RERA, Consumer Forum, or other regulatory authorities.

If you are not satisfied with the resolution provided, you have the right to appeal:

• You may appeal the decision within 7 working days of receiving the resolution.
• The appeal must be submitted in writing, clearly stating the reasons for dissatisfaction and any additional evidence.
• Appeals will be reviewed by a higher authority within the organization.
• The appellate authority will provide a final decision within 10 working days of receiving the appeal.
• The decision of the appellate authority will be final and binding on all parties involved.

We maintain strict confidentiality of all grievance-related information:

• All grievance details will be kept confidential and shared only with authorized personnel involved in the resolution process.
• Your identity will be protected unless disclosure is necessary for investigation or required by law.
• We will not disclose your grievance to any third party without your consent, except as required by law.
• Records of grievances will be maintained securely and will only be accessible to authorized personnel.

We have a zero-tolerance policy for retaliation against individuals who file grievances in good faith:

• No employee, representative, or stakeholder will retaliate against you for filing a grievance.
• Retaliation includes but is not limited to discrimination, harassment, termination, or any adverse action.
• If you believe you have been retaliated against for filing a grievance, you should report it immediately to senior management.
• We will take appropriate disciplinary action against any individual found guilty of retaliation.
• You are protected under the Whistleblower Protection Act and other applicable laws.

To facilitate faster resolution, please provide the following documentation when filing a grievance:

• Personal Details: Full name, contact number, email address, and postal address.
• Grievance Details: Clear description of the issue, date and time of occurrence, and parties involved.
• Supporting Documents: Relevant documents such as receipts, agreements, correspondence, photographs, or any other evidence.
• Previous Communication: Copies of any previous communication related to the grievance.
• Desired Resolution: Specific outcome or resolution you are seeking.

For any grievance-related queries, please contact us:

• Grievance Officer: Grievance Redressal Officer
• Email: grievance@uniqprops.in
• Phone: +91 88007 07381
• Address: Plot No. 12, Sector 62, Noida, Uttar Pradesh – 201309
• Business Hours: 9:00 AM - 6:00 PM, Monday - Saturday
• Response Time: We will acknowledge your grievance within 24 hours.