Grievance Redressal Policy

Customer Delight is Our Priority. This Grievance Redressal Policy outlines our commitment to addressing customer concerns promptly, fairly, and transparently. We have established a structured 2-Level escalation mechanism to ensure every complaint receives appropriate attention and resolution.

1. Our Principles

🎯

Customer-Centric

Customers remain at the center of all our strategies and initiatives

⚡

Swift Response

All grievances acknowledged within 48 hours and resolved within communicated timelines

🔒

Transparency

Clear communication of complaint status, timelines, and resolution steps

🤝

Fair Treatment

Every complaint dealt with courteously, professionally, and without bias

💬

Feedback Driven

Customer feedback treated as valuable asset for continuous improvement

🔄

Continuous Evolution

Constant investment in grievance systems for seamless service delivery

2. Our Promise to You

All grievances will be dealt with promptly and courteously
We promise to resolve issues effectively within the communicated timeframe
Service Level Agreements (SLAs) and turnaround times are published and transparent
Dedicated customer support team available to manage queries and ease grievances
Automated 4-Day SLA system ensures timely resolution without manual follow-ups
Regular training of support staff on complaint handling and customer service excellence

                    Zero Manual Chase Required: Our automated complaint tracking system ensures you never have to repeatedly follow up. The system proactively sends updates and escalates unresolved issues automatically.
                

3. Your Right to Complain

We value your feedback. All customers have the right to share feedback or file complaints if:

Our services do not meet your expectations or contractual commitments
You are dissatisfied with any interaction with our staff members
Transaction failures, delays, or technical issues affect service delivery
You experience billing errors, unauthorized charges, or refund delays
Data privacy or security concerns arise
You face discrimination, rudeness, or unprofessional behavior

No Complaint is Too Small: We encourage you to raise any concern, no matter how minor it may seem. Every complaint helps us improve.

4. Grievance Redressal Channels

Multiple channels are available for you to reach us:

A. In-App Complaint Portal (Recommended)

Login to your AXIALUP account
Navigate to "My Transactions" → Select transaction → "Raise Complaint"
Fill complaint form with issue details and supporting documents
Receive instant Complaint ID for tracking
Monitor real-time status updates in your dashboard

B. Email Support

Email Addresses

📧

General Support: support@axialup.in
For all queries, complaints, and technical issues

⚠️

Grievance Officer: raviraj@axialup.in
For escalations and unresolved complaints

Email Format:

Subject: "Complaint - [Brief Issue Description]"
Include: Name, Mobile, Email, Transaction ID (if applicable)
Attach: Screenshots, receipts, or supporting documents
State: Expected resolution and urgency level

C. WhatsApp Support (Coming Soon)

We are integrating WhatsApp-based complaint filing for faster, more convenient support. Stay tuned for updates!

D. Written Complaint (Postal)

Registered Office Address

AXIALUP (OPC) PRIVATE LIMITED

Sitamarhi, Bihar, India

CIN: U72200BR2022OPC060903

Note: Email or in-app complaints receive faster response than postal mail

5. 2-Level Escalation Matrix

Our grievance redressal follows a structured 2-level escalation process:

LEVEL 1

Customer Support Team

Who Handles Level 1?

Dedicated Customer Support Executives trained in complaint resolution, transaction troubleshooting, and technical support.

Level 1 Contact Channels

📧

Email: support@axialup.in
Available 24/7 for complaint registration

💻

In-App Portal: My Account → Raise Complaint
Real-time complaint tracking with automated updates

⏱️ Level 1 Resolution Timeline

Acknowledgment: Within 48 hours of complaint receipt
Complaint ID Issued: Immediate (for in-app) or within 6 hours (for email)
Investigation Period: 1-3 business days
Resolution Target: 7 days from complaint date
Auto-Refund (if applicable): Day 4 via 4-Day SLA system

What Happens at Level 1?

Complaint is logged with unique Complaint ID
Automated acknowledgment sent via SMS/Email
Support team investigates with service providers (distributors, BBPS operators)
In-app notifications sent on Day 2 and Day 3
If unresolved by Day 4, automatic refund processed (for eligible cases)
Resolution communicated via email/SMS with closure confirmation

                            Important: Escalations without a Complaint Reference Number will NOT be treated as valid complaints. Always obtain and note your Complaint ID from Level 1 before escalating.
                        

LEVEL 2

Grievance Officer

When to Escalate to Level 2?

Level 1 complaint not resolved within 7 days
You are dissatisfied with Level 1 response or resolution
Repeated issues with same type of complaint
Serious misconduct, fraud, or data privacy concerns
High-value disputes requiring senior management intervention

Grievance Officer Details

👤

Name: Ravi Raj
Director, AXIALUP (OPC) PRIVATE LIMITED

📧

Email: raviraj@axialup.in
For Level 2 escalations only (must include Level 1 Complaint ID)

🏢

Office: AXIALUP (OPC) PRIVATE LIMITED
Sitamarhi, Bihar, India
CIN: U72200BR2022OPC060903

⏱️ Level 2 Resolution Timeline

Acknowledgment: Within 48 hours of escalation
Detailed Review: 3-5 business days
Final Resolution: Within 7 days from escalation date
Appeal Decision: Communicated via email with detailed explanation

How to Escalate to Level 2?

Email Format:

To: raviraj@axialup.in
Subject: "Level 2 Escalation - Complaint ID: [Your Complaint ID]"
Include: Original complaint details, Level 1 response, reason for dissatisfaction
Attach: All previous correspondence, transaction proofs, supporting documents

What Happens at Level 2?

Grievance Officer conducts independent review of case
All evidence, transaction records, and service provider responses examined
Direct coordination with LPG distributors, BBPS operators, or payment gateways if needed
Final decision made with detailed justification
Closure email sent with resolution steps or compensation (if applicable)

                            Final Authority: Grievance Officer's decision is final for internal grievance redressal. If you remain dissatisfied, you may approach external forums (Consumer Court, Ombudsman, etc.).
                        

6. Complaint Acknowledgment & Tracking

Acknowledgment Process

Upon receiving your complaint, we will acknowledge it within 48 hours through:

Email Response: Automated or manual email confirming complaint receipt
SMS Notification: Complaint ID sent to your registered mobile number
In-App Alert: Notification in your AXIALUP account dashboard

Complaint ID Format: CMP-YYYYMMDD-XXXXX (e.g., CMP-20260504-12345)

Real-Time Tracking

Track your complaint status 24/7 via:

In-App Dashboard: My Account → Complaints → View Status
Email Updates: Automated notifications at key milestones (Acknowledged → Under Investigation → Resolved)
4-Day SLA Reminders: In-app notifications on Day 2, Day 3, and Day 4

Status Definitions:

Status	Meaning	Typical Duration
Submitted	Complaint registered, awaiting acknowledgment	0-48 hours
Under Investigation	Support team investigating with service providers	1-3 days
Pending Service Provider	Awaiting response from distributor/BBPS operator	2-5 days
Resolved	Issue resolved, refund/correction processed	N/A (Final status)
Escalated	Moved to Level 2 Grievance Officer	7+ days
Closed	Complaint closed after resolution confirmation	N/A (Final status)

7. Closure & Feedback

Complaint Closure: All complaints are closed only after:

Customer explicitly confirms satisfaction with resolution
Refund/correction has been successfully processed and verified
Customer does not respond within 7 days of resolution communication (auto-closed)

Feedback Request: After closure, we request your feedback on:

Overall satisfaction with resolution process
Support team responsiveness and professionalism
Timeline adherence and communication quality
Suggestions for improvement

Your feedback helps us continuously improve our grievance redressal system.

                    Reopen Closed Complaints: If the issue recurs or resolution was incomplete, you can reopen a closed complaint within 30 days by replying to the closure email or contacting support@axialup.in with your Complaint ID.
                

8. External Grievance Forums

If you remain dissatisfied after exhausting our internal grievance redressal process, you may approach external forums:

A. Consumer Protection Forums

Under the Consumer Protection Act, 2019, you can file complaints with:

District Consumer Forum: For claims up to ₹1 crore
State Consumer Commission: For claims ₹1 crore to ₹10 crore
National Consumer Commission: For claims above ₹10 crore

Online Portal: edaakhil.nic.in (National Consumer Helpline)

B. Banking Ombudsman (for Payment Issues)

For payment gateway, refund, or transaction disputes, contact:

RBI Ombudsman Scheme: For complaints against payment service providers
Website: cms.rbi.org.in

C. Petroleum & LPG Authorities

For LPG-specific grievances involving distributors:

Oil Company Helplines: HPCL (1800-2333-555), IOCL (1800-2333-555), BPCL (1800-22-4344)
Ministry of Petroleum & Natural Gas: mopng.gov.in

Documentation: AXIALUP will provide all necessary transaction records, complaint history, and correspondence to support your external complaint.

9. Monitoring & Continuous Improvement

AXIALUP is committed to continuous improvement of grievance redressal systems through:

Monthly Complaint Analysis: Review of complaint trends, root causes, and resolution rates
Support Team Training: Regular training on complaint handling, empathy, and technical troubleshooting
System Upgrades: Investment in automation, AI-powered complaint categorization, and faster resolution tools
Feedback Integration: Customer suggestions incorporated into platform improvements
Service Provider Coordination: Working with LPG distributors, BBPS operators to reduce root-cause failures

Performance Metrics Tracked:

Average complaint resolution time
First-contact resolution rate
Customer satisfaction scores (CSAT)
Escalation rate (Level 1 to Level 2)
Repeat complaint frequency

10. Policy Updates

This Grievance Redressal Policy may be updated periodically to reflect:

Changes in organizational structure or contact details
Regulatory compliance requirements
Service enhancements or new complaint channels

Notification: Material changes will be communicated via email, SMS, or in-app notification. Updated policy will be posted on axialup.in with revision date.

Effective Date: May 04, 2026

            Our Commitment: AXIALUP is dedicated to providing world-class customer service. Your complaints help us identify gaps and improve. We promise to treat every grievance with urgency, fairness, and professionalism. Thank you for trusting us with your LPG booking and payment needs.
        