In the present scenario excellence in customer service is the most important tool for sustained business growth. At HRL Consultancy Services we truly believe in providing best in class services to our customers. We aim to understand both our strengths and dissatisfies from our customer's point of view and work across our business units to meet their needs.

This policy document aims at minimizing instances of customer complaints and grievances through proper service delivery and review mechanism and to ensure prompt redressal of customer complaints and grievances and refund in cases not fit for redressal.

Grievance Resolution and refund Policy is required as under Rule 5 (9) of the IT Rules, 2011.

HRL Consultancy Services India’s policy on grievance redressal and refund follows the under noted principles:

• Customers must always be treated fairly
• Customers are fully informed of avenues to escalate their complaints / grievances within the organization and their rights to alternative remedy.
• In cases where redressal is not possible, refund of the amount paid by the customer at the earliest

The policy document is available on the HRL Consultancy Services website i.e. www.drivingwale.com

HRL Consultancy Services takes pride to address all complaints/concerns brought to our attention by our customers and also understand the importance to understand, classify & differentiate complaints from queries. The policy clearly defines the two.

A query can be defined as a question, often expressing doubt about something or looking for an answer from an authority. A query is:

• A form of questioning, in a line of enquiry
• In nature of a request for information or guidance
• Where there is an expectation from the customer – for data / clarification.

At HRL Consultancy Services, we would like to assure you of the best of our services at all times.

An acknowledgement shall be sent to the complainant within three working days of the receipt of the grievance. Acknowledgement shall contain Date of receipt of complaint/grievance, Unique Grievance Number, expected date for resolution of grievance, Name, Designation and Contact details of Office, manner and mode of tracking resolution of grievance/complaint with the Unique Grievance Number.

The resolution time shall not exceed 30 days from the date of the receipt of the complaint from the complainant.

a. Your Personal Data and files are stored on HRL Consultancy Services’s servers and the servers of companies we hire to provide services to us. We have servers located in India, however your personal information may be transferred across national borders as the companies we hire to help us run our business may be located in different countries around the world. Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal information, we cannot guarantee the security of your information transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorized access.

The record of complaints is maintained for a minimum period of 1 years from the date of resolution.