Grievance Redressal Mechanism
If something goes wrong, here is how we make it right.
Effective 01 February 2025 · Covers all customer, vendor, and partner grievances.
Dimenl is committed to resolving grievances quickly, transparently, and in compliance with Indian consumer protection norms and industry best practices.
Who can raise a grievance?
Any customer, collaborator, supplier, or partner who believes Dimenl has not honoured its obligations under our contracts or policies may raise a grievance. This includes issues related to quality, billing, privacy, or conduct.
Stage 1 · Submit your grievance
- Email mail@spadeinc.in with the subject “Grievance – <Order/Account ID>”.
- State the concern clearly—quality deviation, billing dispute, delivery issue, or policy interpretation.
- Attach supporting documents such as order confirmations, inspection photos, chat transcripts, or invoice copies.
- Provide preferred contact details and the outcome you expect (rework, clarification, compensation, policy change).
Stage 2 · Acknowledgement and review
- We acknowledge receipt within 48 business hours and assign a case reference number.
- An internal task force led by the Grievance Officer evaluates facts, interviews relevant Dimenl teams, and may request additional information from you.
- If the case requires immediate containment (for example, production halt), we coordinate actions within one business day.
Stage 3 · Resolution and escalation
- Dimenl aims to resolve grievances within 15 business days. Complex investigations may take longer; we will notify you if timelines change.
- Resolutions can include corrective actions, rework plans, credits, or detailed explanations referencing the applicable policy clause.
- If you are unsatisfied, request escalation to our Senior Leadership Panel or an external mediator. Escalations are responded to within five business days.
Grievance Officer
Name: Darshan Sithan
Email: mail@spadeinc.in
Phone: +91 86183 30778 (ask for the Grievance Desk)
Address: 3rd FLOOR, #5, 4th Main Road, Mathikere, Bengaluru, Karnataka 560054, India
The Grievance Officer maintains logs of all complaints, actions taken, and closure reports for audit and regulatory review.
Documentation and confidentiality
Records of grievances (including correspondence, investigation notes, and final outcomes) are retained for a minimum of seven years. We share details only with teams involved in resolution or when required by law.