Grievance Policy

Introduction of the Policy

At Sastasundar, we prioritize customer satisfaction by delivering high-quality products and services and ensuring a positive experience. Our Grievance Policy outlines a clear process for addressing any issues related to our offerings or website, assuring you that we listen and act promptly on your concerns.

Definition and Scope of Grievances

A "Grievance" refers to any complaint, concern, or dissatisfaction a customer has about our products, services, or platform experience. Our team handles initial grievance responses, while an officer oversees the resolution of grievances. Please note that we do not consider general feedback, suggestions, and information requests to be grievances under this policy.

Grievance Handling Process

In compliance with applicable laws and regulations, including the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, all grievances received shall be formally acknowledged within 24 (twenty-four) hours of receipt and resolved within a period of 48 (forty-eight) to 72 (seventy-two) hours, wherever feasible. This grievance redressal process is independent of the general feedback or inquiry response mechanism, and is specifically designed to ensure clarity, accountability, and prompt resolution of user concerns.

We strive to simplify and clarify the grievance process. Here are the ways you can contact us to raise your grievances through multiple channels:

• Step 1 - Contact Us:

  To raise a concern, visit the 'Contact Us' page on our website. There, you can connect with us through phone, email, or chat. Here’s how to get started.

  1. Visit our website and click on “Contact Us”.
  2. You can mail us at care@sastasundar.comor call us at 6289090000 to connect with our Customer Support.


• Step 2 - Escalate to the Grievance Officer: If Customer Support cannot resolve your concern, you can escalate the issue by providing the ticket ID you received during your initial interaction. The Grievance Policy mandates acknowledgment of complaints within 48 hours and ensures resolution within a maximum period of one month.
• Name: Subha Poddar
• Email Id: grievance_officer@sastasundar.com
• Phone Number: 08062623113
• Address: Innovation Tower, Premises No. 16-315, Plot No. DH6/32, Action Area-1D, Newtown, Rajarhat, Kolkata – 700156, West Bengal, India.


• Step 3 - Resolution Timeline:

  Sastasundar will promptly address consumer grievances and will make every reasonable effort to resolve them within one month of receipt, in accordance with applicable laws.



• Step 4 - A Grievance is Considered Closed in the following Scenarios:

  When the consumer accepts the solution provided by the Grievance Officer or a Sastasundar representative, if the consumer does not respond within 7 days of receiving Sastasundar's resolution response, the case will be considered closed.



• Step 5 - Escalation to Nodal Officer –

  If you still feel your issue remains unresolved after working with the Grievance Officer, you can bring it to the attention of our Nodal Officer.

  Details of Nodal Officer:

  • Name: Mahesh Kumar Singhi
  • Email: nodal@sastasundar.com
  • Phone Number: 08062623114
  • Address: Innovation Tower, Premises No. 16-315, Plot No. DH6/32, Action Area-1D, Newtown, Rajarhat, Kolkata – 700156, West Bengal, India.

The Nodal Officer will review your concern and will respond to you within 15 days of receiving it.

Aknowledgement of Grievance

As per the Grievance Redressal Policy, any consumer grievance received shall be acknowledged within 24 hours of receipt. This acknowledgment confirms that the complaint has been duly registered and is under review. Thereafter, a maximum period of one (1) month is prescribed for the complete investigation, resolution, and closure of the grievance. This structured timeline is intended to ensure accountability, enhance consumer trust, and facilitate the efficient and fair handling of complaints. By establishing these clear deadlines, the policy reinforces a standard of service and responsiveness within the organization, in accordance with applicable legal and regulatory requirements.

Confidentiality and Data Privacy

We handle all personal information you provide during the grievance process with the utmost confidentiality. We are committed to protecting your privacy, which means we manage your information in strict accordance with our Privacy Policy and comply with all relevant data protection laws. By doing so, we create a safe environment where you can express your concerns without fear of exposure. Rest assured, we take your privacy seriously and dedicate ourselves to safeguarding your personal information throughout the entire grievance process.

Service Hours

Our Customer Support and Grievance Redressal teams are ready to assist you from Monday to Saturday, 10:00 AM to 6:00 PM, excluding public holidays. When you call, please follow the Interactive Voice Response options to connect with the right team.

Policy Compliance and Updates

We will regularly review and update our Grievance Policy to ensure compliance with regulations and to enhance our processes, making the latest version accessible on our website.

Note: We appreciate the opportunity to serve you better and value your trust in Sastasundar. We are committed to enhancing your experience with us continuously.