Grievance Redressal
How to raise a complaint about our work, our conduct or our handling of your data — who it reaches, how long we take, and where to go if our answer is not good enough.
1. What this covers
This procedure covers any complaint about:
- the quality or conformity of an assembly we supplied;
- a delivery, an invoice or the way an order was handled;
- how we have collected, used, held or disclosed personal data; or
- the conduct of anyone acting for us.
2. How to raise one
Write to our Grievance Officer at contact@astratechsolutions.in, marking the subject line "Grievance".
For anything urgent about a live order, call +91 95616 19702 first and follow up in writing so there is a record.
Please include, as far as you can: your company and contact details, the order or invoice number, the part number and revision, what happened, and what you would like us to do about it. A photograph of the assembly, and the label on it, resolves most quality questions immediately.
3. What we do, and when
| Stage | Timeframe |
|---|---|
| We acknowledge your complaint in writing, with a reference | Within 48 hours |
| We investigate and give you a substantive response | Within 15 working days |
| Where the investigation needs longer — a returned sample, a supplier enquiry — we tell you why and give a date | Before the 15 working days are up |
| A grievance concerning personal data is addressed within the period the SPDI Rules and the DPDP Act require | Within 30 days at the latest |
We do not close a complaint without telling you the outcome and the reason for it.
4. Quality complaints
For a suspected defect, please keep the assembly and its packaging and label rather than scrapping or reworking it. We usually ask for it back so the cause can be established; we cannot investigate a failure we cannot see.
Where a claim is valid under our Terms & Conditions of Sale, we repair, replace or credit the affected assemblies, and we tell you what the root cause was and what we have changed.
5. If our answer is not good enough
Say so, and ask for it to be escalated. We would far rather hear it than lose the account quietly.
For a complaint about personal data that we have not resolved to your satisfaction, you may complain to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023.
Nothing in this procedure limits any right you have under the Consumer Protection Act, 2019 or any other law.