Consumer Grievance Policy - Stellar Information Technology Pvt. Ltd

(Updated on : 18th May 2026)

1. Introduction

At Stellar Data Recovery, customer satisfaction is our top priority. We are committed to providing transparent, fair, and timely resolution of customer concerns and complaints related to our services.

This Grievance Redressal Policy outlines the process through which customers can raise complaints and seek resolution.

2. Objective

The objective of this policy is to ensure:

Timely acknowledgement and resolution of customer complaints
Fair and transparent complaint handling
Easy access to complaint escalation channels
Continuous improvement in customer service quality

3. Scope

This policy applies to all customer complaints related to services provided by Stellar, including concerns received through:

Phone calls
Emails
Website forms
Social media platforms
Branch offices

4. How to Raise a Complaint

Customers may submit complaints through any of the following channels:

Email : complaints@stellarinfo.com
Customer Support: 1800 102 6808
Branch Offices: Customers may also contact their nearest Stellar branch for assistance.

5. Information Required

To help us investigate and resolve complaints efficiently, customers are requested to provide:

Customer Name
Registered Email ID / Contact Number
Job ID
Device Type
Brief Description of the Issue
Relevant communication or supporting documents (if applicable)

6. Complaint Handling Process

All complaints are reviewed and registered by the Quality & Compliance Team.
A Complaint Reference Number (CRN) will be generated for tracking purposes.
The complaint will be assigned to the concerned department for investigation and resolution.
Customers will receive updates based on the status and nature of the complaint.

7. Complaint Resolution Timelines

Activity	Timeline
Complaint Acknowledgement	Same Working Day
Standard Complaint Resolution	Within 7 Working Days
Complex Technical Cases	Within 10 Working Days
Critical Cases	Priority Handling

Resolution timelines are calculated based on working days and may vary depending on technical complexity.

8. Confidentiality & Data Privacy

Stellar is committed to maintaining the confidentiality and security of customer information. All complaints and related customer data are handled in accordance with applicable privacy and information security practices.

9. Policy Review

This policy may be reviewed and updated periodically to improve customer experience and ensure compliance with applicable business and regulatory requirements.