NAVRITU DIGITAL

GRIEVANCE REDRESSAL MECHANISM

Effective Date: August 22, 2026

This Grievance Redressal Mechanism explains how clients, members of the public, and NavRitu Digital team members can raise a complaint or concern, and what to expect from us in response. It covers client and public complaints as well as internal employee grievances.

1. Who Can Use This Mechanism

• Clients — with a complaint about a project, deliverable, billing, or conduct of our team
• Members of the public — with a concern about our website, marketing, data handling, or a campaign we've run
• Team members — with a workplace grievance, including complaints about a colleague, manager, working conditions, or a policy violation

2. How to Submit a Grievance

Grievances can be submitted through our Grievance & Ethics Reporting form, or by emailing legal@navritu.digital directly. Please include a description of the issue, any relevant dates or names, and your preferred contact method.

3. Grievance Officer

We designate a Grievance Officer responsible for overseeing this process, ensuring grievances are logged, investigated, and resolved within the timelines below, and escalated to leadership where necessary. The Grievance Officer can be reached at legal@navritu.digital.

4. Resolution Timeline

Stage	Target Timeline
Acknowledgment	Within 3 business days of receipt
Initial Assessment	Within 7 business days — we'll confirm whether the matter needs further investigation and give an expected resolution date
Resolution	Within 30 calendar days of receipt for most matters; complex matters (e.g., those requiring external investigation) will be given a revised timeline with reasons

5. Confidentiality & Non-Retaliation

Grievances are handled with as much confidentiality as the circumstances allow. Team members who raise a good-faith grievance, or who cooperate with an investigation, will not face retaliation for doing so.

6. Workplace Harassment Complaints

Complaints involving workplace harassment, including sexual harassment, are handled through our Internal Committee constituted in line with the Sexual Harassment of Women at Workplace (Prevention, Prohibition and Redressal) Act, 2013, in addition to this general mechanism. A team member can raise such a complaint directly with the Internal Committee or through this Grievance Redressal Mechanism, and it will be routed appropriately.

7. Escalation

If you're not satisfied with the outcome, you can request escalation to leadership for a final internal review. For matters that remain unresolved, our Master Terms of Service and General Website Terms of Use describe the applicable mediation, arbitration, and legal process.

8. Reporting on This Mechanism

We periodically review grievance trends internally to identify and address recurring issues.