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Policy

Contact and Grievance Redressal Policy

Effective Date: 18 May 2026

  1. INTRODUCTION

This Contact and Grievance Redressal Policy (“Policy”) is issued, adopted, and published by PRASA Infocom and Power Solutions Private Limited, a company incorporated under the provisions of the Companies Act, 2013 and having its registered office at 501, 502, Teerth Exchange, Sr No.45 1A/1, Pune Bangalore Highway, Baner, Pune, Maharashtra, 411045 (hereinafter referred to as the “Company”, “PRASA”, “We”, “Us”, or “Our”), in relation to the website operated and maintained by the Company at PRASA Website (“Website”). This Policy governs the mechanism for communication, user assistance, customer interaction, submission of grievances, reporting of concerns, and handling of complaints arising from or relating to access to or use of the Website, communication systems, technical inquiries, consultancy requests, downloadable content, analytical systems, or any associated services made available through the Website. By accessing or using the Website, the User expressly acknowledges and agrees to the terms and procedures contained in this Policy.

  1. PURPOSE OF THIS POLICY

The purpose of this Policy is to establish a structured mechanism for receiving, recording, reviewing, and addressing communications, inquiries, complaints, technical concerns, grievances, or other issues raised by Users in relation to the Website or associated communication systems. This Policy further seeks to facilitate commercially reasonable communication practices while protecting the legal, operational, technical, and commercial interests of the Company.

  1. SCOPE AND APPLICABILITY

This Policy shall apply to all Users accessing or using the Website including customers, prospective clients, consultants, vendors, service recipients, business associates, and any person communicating with the Company through inquiry forms, service request forms, chatbot systems, WhatsApp integrations, email systems, or other communication interfaces available on the Website. This Policy shall apply irrespective of the geographical location from which the Website is accessed.

  1. COMMUNICATION CHANNELS

Users may communicate with the Company for inquiries, assistance, technical clarifications, service-related communication, grievance reporting, or complaint submission through the official communication mechanisms made available on the Website including contact forms, inquiry forms, email systems, chatbot systems, WhatsApp communication interfaces, and other authorized communication channels. The Company reserves the unrestricted right to modify, suspend, discontinue, restrict, or replace any communication channel at any time without prior notice.

  1. NATURE OF GRIEVANCES

Users may submit grievances or concerns relating to:

  • Website accessibility or operational issues;
  • Communication or inquiry response concerns;
  • Technical inaccuracies appearing on the Website;
  • Data privacy or information handling concerns;
  • Unauthorized use of Website content;
  • Cybersecurity-related concerns;
  • Downloadable material issues;
  • User interaction concerns;
  • Complaints relating to communication systems or Website functionality.

The Company reserves the right to determine, at its sole discretion, whether any communication qualifies as a grievance requiring review under this Policy.

  1. USER OBLIGATIONS

The User shall ensure that all communications, complaints, grievances, inquiries, or submissions made to the Company are accurate, lawful, complete, non-defamatory, non-abusive, and not misleading in any manner whatsoever. The User shall not misuse communication channels for spam, unlawful activities, harassment, abusive conduct, malicious communication, defamatory statements, cyber interference, fraudulent purposes, or unauthorized commercial solicitation. The Company reserves the right to reject, restrict, suspend, or terminate communications that violate Applicable Laws, cybersecurity protocols, operational policies, or legitimate business interests.

  1. REVIEW AND RESPONSE PROCESS

Upon receipt of a grievance or communication, the Company may review the matter internally through its authorized personnel, consultants, technical administrators, compliance representatives, or management representatives as may be considered appropriate. The Company may seek additional information, clarification, supporting documents, technical details, or verification from the User before reviewing or responding to any grievance. While the Company shall endeavour to address genuine concerns within commercially reasonable timelines, the Company does not guarantee any fixed response period, resolution timeline, or specific outcome. The Company reserves the unrestricted right to determine the manner, scope, and extent of review or response relating to any communication or grievance.

  1. LIMITATION OF RESPONSIBILITY

The Company shall not be liable for any delay, non-response, interruption, communication failure, technical issue, server disruption, email delivery failure, chatbot malfunction, WhatsApp interruption, third-party service disruption, or inability to process grievances arising due to circumstances beyond reasonable control including cyber incidents, server failures, internet outages, technical limitations, force majeure events, or failures attributable to Third-Party Service Providers. The Company shall further not be responsible for grievances arising from misuse of the Website, unauthorized third-party activities, user negligence, inaccurate information supplied by Users, or external systems not controlled by the Company.

  1. THIRD-PARTY SERVICES DISCLAIMER

The Website may utilize or integrate third-party communication systems, chatbot services, hosting infrastructure, cloud systems, analytical platforms, or messaging services including WhatsApp and email communication providers. The Company neither controls nor guarantees uninterrupted availability, security, operational continuity, privacy standards, or technical functionality of such third-party systems and expressly disclaims liability arising therefrom. Users interacting with such third-party systems do so entirely at their own discretion and risk.

  1. DISCLAIMER OF WARRANTIES

The communication systems, grievance mechanisms, chatbot interfaces, inquiry forms, contact systems, and associated Website services are provided strictly on an “AS IS” and “AS AVAILABLE” basis without warranties or representations of any nature whatsoever whether express, implied, statutory, or otherwise. The Company expressly disclaims all warranties relating to uninterrupted communication, operational continuity, technical accuracy, response timelines, availability, cybersecurity protection, or error-free functionality.

  1. LIMITATION OF LIABILITY

To the fullest extent permissible under Applicable Laws, the Company, its directors, officers, employees, consultants, affiliates, representatives, licensors, agents, and service providers shall not be liable for any direct, indirect, incidental, punitive, special, exemplary, or consequential damages including loss of business, operational interruption, reputational harm, cyber incidents, technical failures, communication failures, delay in response, data loss, unauthorized access, or reliance upon communication systems arising out of or relating to use of the Website or this Policy.

  1. INDEMNITY

The User irrevocably agrees to indemnify, defend, and hold harmless the Company, its directors, officers, employees, consultants, affiliates, representatives, licensors, and agents from and against all claims, proceedings, liabilities, losses, damages, penalties, actions, costs, and expenses including legal costs and advocate fees arising from misuse of communication systems, breach of this Policy, cyber misuse, unlawful communication, violation of Applicable Laws, infringement of third-party rights, or submission of false, misleading, defamatory, or unauthorized information.

  1. FORCE MAJEURE

The Company shall not be liable for any interruption, delay, deficiency, communication failure, operational disruption, or inability in performance arising due to circumstances beyond reasonable control including acts of God, cyber-attacks, internet failures, power outages, server disruptions, pandemics, governmental restrictions, labour disputes, technical failures, war, civil disturbances, or acts attributable to third-party communication providers or infrastructure systems.

  1. SEVERABILITY

If any provision of this Policy is determined by any competent judicial or regulatory authority to be invalid, unlawful, unenforceable, or contrary to Applicable Laws, such provision shall stand severed and the remaining provisions shall continue in full force and effect.

  1. WAIVER

Failure or delay by the Company in exercising any right, remedy, power, or provision under this Policy shall not constitute waiver thereof nor preclude future enforcement of such rights or remedies.

  1. AMENDMENT AND MODIFICATION

The Company reserves the unrestricted, unconditional, and absolute right to amend, revise, modify, vary, substitute, replace, or update this Policy or any part thereof at any time without prior notice. Any such amendment or modification shall become effective immediately upon publication on the Website and continued access to or use of the Website thereafter shall constitute deemed acceptance of the revised Policy by the User.

  1. GOVERNING LAW AND JURISDICTION

This Policy shall be governed by and construed in accordance with the laws of India. All disputes, claims, controversies, or proceedings arising out of or relating to this Policy or use of the Website shall be subject to the exclusive jurisdiction of the competent courts situated at Pune, Maharashtra.

  1. ENTIRE UNDERSTANDING

This Policy constitutes the complete and entire understanding between the Company and the User concerning the subject matter herein and supersedes all prior communications, understandings, negotiations, representations, or arrangements whether oral or written.

For any inquiries, grievances, complaints, clarifications, or concerns regarding this Contact and Grievance Redressal Policy, users may contact:

PRASA INFOCOM AND POWER SOLUTIONS PRIVATE LIMITED

Website: https://prasa-pl.com/

Email: enquiry@prasa-pl.com

Registered Office Address: 501, 502, Teerth Exchange, Sr No.45 1A/1, Pune Bangalore Highway, Baner, Pune, Maharashtra, 411045 IN

PRASA Support ✕