Grievance & Complaint Procedure

1. Purpose

Gupta Ji Marriage Bureau Pvt. Ltd. (“GMB”, “Gupta Ji Marriage Bureau”, “we”, “us” or “our”) is committed to handling client and prospective-client concerns in a professional, structured and fair manner.

This Grievance & Complaint Procedure (“Procedure”) establishes the process through which a client, prospective client, family representative, website user or other person interacting with GMB may raise a concern or complaint and explains how GMB will receive, record, investigate, escalate and close such matters.

The Procedure has two purposes:

First, to provide a clear and accessible mechanism for resolving genuine complaints.

Second, to ensure that GMB internally identifies recurring problems, employee conduct issues, process failures, privacy concerns, fraud risks and other matters requiring corrective action.

This Procedure operates together with the GMB Website Terms of Use, GMB Privacy Policy / Privacy Notice, and GMB Membership & Service Terms and Conditions.

Nothing in this Procedure restricts any statutory right or remedy available under applicable law.

2. Who May Make a Complaint

A complaint may be submitted by:

• a current GMB Member;
• a former Member;
• a prospective client or enquiry;
• a parent, relative or authorised family representative;
• a person whose personal information has been processed by GMB;
• a person who has received or been involved in a GMB-facilitated introduction;
• a website user;
• another person directly affected by an issue relating to GMB's services or conduct;

Where a person complains on behalf of another individual, GMB may request reasonable confirmation of authority where necessary.

3. What May Be Complained About

Complaints may include, without limitation:

4. How to Submit a Complaint

Complaints may be submitted through:

Email: guptajimarriage@gmail.com

Post / In Person:
Gupta Ji Marriage Bureau Pvt. Ltd.
7260, 1st Floor, Main Road, Shakti Nagar Chowk,
Near Prem Nagar, Shakti Nagar, Delhi – 110007, India

GMB may also accept complaints through official telephone, WhatsApp or other official communication channels from time to time.

Where a complaint is made through WhatsApp or another informal channel, GMB may ask the complainant to provide the essential details by email or another recordable channel so that the complaint can be formally logged.

5. Information to Include

To help GMB investigate a complaint efficiently, the complainant should provide, where available:

• Name
• Membership / Reference Number
• Phone number / Email address
• Date or period of the relevant event
• Nature of the complaint
• Relevant employee/person involved, if known
• Relevant invoice/payment details, where applicable
• Supporting photographs, screenshots or documents, where available
• Desired resolution, where appropriate

A complaint should contain sufficient factual information for GMB to identify and investigate the issue.

GMB will not reject a genuine complaint merely because the complainant is unable to provide every requested detail.

6. Complaint Registration

Upon receiving a complaint through a channel that can reasonably be recorded, GMB shall create an internal complaint record.

The record should ordinarily include:

• unique Complaint / Grievance Reference Number;
• date and time received;
• complainant details;
• membership/reference number, if applicable;
• complaint category;
• summary of allegations;
• person responsible for handling the matter;
• priority classification;
• supporting documents;
• action taken;
• communications with the complainant;
• outcome;
• corrective action, where applicable;
• closure date;

Where applicable to GMB's online/e-commerce operations, the complaint number should be communicated to the complainant so that the matter can be tracked.

7. Acknowledgement

GMB's internal target shall be to acknowledge a complaint within 2 business days of receipt.

The acknowledgement may confirm:

• that the complaint has been received;
• the Complaint Reference Number;
• the initial classification of the matter, where appropriate;
• whether additional information is required;
• the next stage of review;

Where a complaint is immediately resolved at the point of contact, GMB may record the resolution without opening a prolonged investigation, provided the matter is appropriately documented.

8. Priority Classification

For administrative purposes, complaints shall be classified according to urgency.

9. GMB Complaint-Handling and Escalation Hierarchy

GMB shall maintain the following internal escalation structure.

10. Investigation Process

Depending on the nature of the complaint, GMB may review:

• membership records;
• profile information;
• invoices and payment records;
• Visit records;
• appointment records;
• internal notes;
• WhatsApp or email communications;
• consent records;
• website submissions;
• employee statements;
• third-party information supplied by the complainant;
• relevant security or system records;
• other information reasonably necessary to establish the facts;

GMB may contact the complainant for clarification.

GMB may also contact another Member or relevant person where reasonably necessary, subject to confidentiality, privacy requirements and the circumstances of the matter.

GMB should distinguish between:

• verified facts
• information supplied by a party
• allegations not yet substantiated
• internal conclusions

An allegation shall not automatically be treated as an established fact merely because a complaint has been submitted.

11. Fairness and Confidentiality During Investigation

GMB shall seek to investigate complaints fairly and proportionately.

Information should be disclosed internally only to persons who reasonably require it to investigate, make a decision, protect safety, comply with law or implement corrective action.

GMB shall take reasonable measures to avoid unnecessary disclosure of matrimonial, family, personal, financial or other confidential information contained in a complaint.

Where appropriate, sensitive information may be anonymised or restricted internally.

12. Privacy and Data-Related Complaints

Complaints involving personal information shall be treated with additional care.

Where a complaint concerns:

• access to personal data;
• correction or updating;
• deletion/erasure;
• withdrawal of consent;
• unauthorised disclosure;
• data security;
• misuse of a photograph or profile;
• marketing consent;
• another data-protection issue;

the matter should be escalated to the appropriate senior management level and handled in conjunction with GMB's Privacy Policy and applicable data-protection requirements.

GMB's response time and procedures shall be updated as further provisions of the Digital Personal Data Protection framework become applicable.

13. Safety, Fraud and Serious Misconduct

Where a complaint involves an immediate or credible safety concern, suspected fraud, identity theft, threats, violence, coercion or serious misconduct, GMB may depart from the ordinary complaint sequence.

GMB may:

• immediately restrict access to GMB services;
• suspend a membership;
• stop a proposed introduction or Visit;
• prevent further disclosure of information;
• preserve relevant records;
• secure affected systems or property;
• escalate directly to the Executive Manager, CEO or Director;
• seek professional legal or security advice;
• notify an appropriate authority where required or permitted by law;

Where immediate physical danger exists, the complainant should contact the appropriate emergency or law-enforcement authority without waiting for GMB's internal process.

14. Employee / Staff Complaints

Where a complaint concerns a GMB employee or representative:

1. the complaint shall be recorded;
2. the employee concerned should not independently close the complaint;
3. the employee may be asked for their response;
4. relevant records may be reviewed;
5. the matter should ordinarily be handled by the employee's appropriate management level;
6. management may determine whether training, warning, corrective action, reassignment, suspension or another employment measure is appropriate;
7. the complainant shall receive an appropriate response without unnecessary disclosure of confidential employment information;

A complaint about an employee does not automatically establish misconduct.

Employment-related disciplinary decisions remain internal to GMB.

15. Service-Quality Complaints

When a complaint alleges that GMB failed to perform a promised service, the reviewer should compare:

Relevant evidence may include:

• membership terms;
• fee schedule;
• service notes;
• profile reviews;
• introductions made;
• communications;
• meeting/Visit records;
• other service records;

Where GMB identifies an avoidable service failure, appropriate corrective action may include:

• completing an outstanding service step;
• correcting an administrative error;
• providing clarification;
• assigning a senior person to the matter;
• improving follow-up;
• providing another reasonable service remedy;
• considering an exceptional refund where appropriate under the Membership & Service Terms;

A complaint does not automatically create an entitlement to a refund.

16. Fee and Payment Complaints

Fee complaints should be reviewed against the applicable:

• membership form;
• accepted Terms;
• fee schedule;
• invoice;
• payment record;
• Visit arrangement;
• Alliance/Service Fee arrangement;
• written communication concerning the relevant charge;

GMB should clearly distinguish among:

• Membership Fee
• Visit Charge
• Visit Expenses
• Alliance/Service Fee

Where a mathematical or invoicing error is identified, GMB should correct it promptly.

Where the charge was properly made under the accepted commercial arrangement, GMB should explain the basis of the charge rather than merely rejecting the complaint.

17. Complaints Concerning Information Provided by Another Member

Where a Member alleges that another person or family has supplied false or misleading information, GMB may review the matter according to its verification process.

GMB may request clarification or supporting information.

Depending on the seriousness and credibility of the concern, GMB may:

• mark the profile for review;
• temporarily withhold further introductions;
• request updated information or documentation;
• correct information;
• suspend the profile;
• terminate the membership;
• place the person/family on GMB's internal restricted-service register;

GMB should avoid automatically disclosing the identity of the complainant unless reasonably necessary and lawful.

18. Outcome of a Complaint

After reviewing a complaint, GMB may determine that:

• the complaint is substantiated
• the complaint is partially substantiated
• the complaint is not substantiated on the available information
• the complaint is outside GMB's responsibility
• the matter has already been appropriately addressed
• additional investigation is required
• the matter requires external legal, regulatory, law-enforcement or other professional handling

The complainant should receive a written or otherwise recordable outcome where reasonably practicable.

The response should state the decision and, where appropriate, the principal reasons for it.

GMB should avoid unnecessarily disclosing confidential information concerning another client, employee or third party.

19. Internal Targets for Resolution

GMB's internal objective should ordinarily be:

Routine complaints: resolution within 7 business days where reasonably practicable.

Escalated complaints: resolution within 15 business days where reasonably practicable.

Complex complaints: where more time is genuinely required, GMB should inform the complainant that the matter remains under review and provide an updated timeline.

Where a legal framework imposes a mandatory deadline, that deadline shall take precedence.

Where the Consumer Protection (E-Commerce) Rules, 2020 apply to the relevant activity, GMB shall follow the applicable grievance and redressal requirements.

20. Escalation / Review by the Complainant

Where a complainant is dissatisfied with the initial decision, the complainant may request internal escalation.

The request should preferably:

• identify the original Complaint Reference Number;
• explain why the decision is disputed;
• provide any additional information or evidence;
• state the outcome being requested;

The matter should then move through the GMB escalation hierarchy set out in Clause 9.

GMB may decline repeated review of the same matter where no materially new information is provided.

This does not affect any statutory right available to the complainant.

21. No Retaliation

GMB shall not intentionally penalise or retaliate against a person merely because that person has submitted a genuine complaint or exercised a lawful statutory right.

At the same time, nothing in this Procedure prevents GMB from taking appropriate action against:

• knowingly false allegations;
• fraud;
• threats;
• harassment;
• abuse;
• intimidation;
• misuse of the complaint process;
• other unlawful or materially improper conduct;

22. External Remedies

This internal procedure is intended to provide a practical first avenue for resolution.

It does not prevent a person from approaching a competent:

• consumer commission;
• regulatory authority;
• data-protection authority/Board where applicable;
• court;
• law-enforcement authority;
• other statutory body;

23. Record Keeping

GMB should maintain a confidential grievance register containing, where appropriate:

• Complaint Reference Number
• Date received
• Category
• Priority
• Complainant
• Membership number
• Current handling officer
• Escalation level
• Evidence reviewed
• Actions taken
• Decision
• Corrective action
• Refund/financial remedy, if any
• Closure date

Records should be maintained in accordance with GMB's Data Retention & Deletion Policy and applicable law.

Access to grievance records should be restricted to authorised personnel.

24. Management Review and Pattern Analysis

A grievance system should not merely close individual complaints.

GMB management should periodically review the grievance register to identify patterns, including:

• repeated complaints concerning the same employee;
• repeated complaints about delayed follow-up;
• recurring fee misunderstandings;
• recurring disputes regarding Visit Charges or Visit Expenses;
• repeated complaints concerning a particular profile or family;
• privacy incidents;
• recurring website problems;
• repeated allegations of misleading information;
• recurring complaints arising from the same service process;

Where a pattern is identified, management should consider corrective measures such as:

• staff training
• change in SOP
• change to website wording
• change to membership documents
• additional verification
• CRM/process improvements
• access-control changes
• legal review

The objective is not merely to defend GMB against complaints but to use complaints as an internal quality-control mechanism.

25. Management Reporting

At least periodically, GMB management should review a summary containing:

• number of complaints received
• complaints by category
• average response time
• open complaints
• overdue complaints
• serious incidents
• refunds or service remedies granted
• repeat complaints
• privacy/security incidents
• corrective actions implemented

Individual confidential details should be excluded from ordinary management reporting unless required.

26. Document Control

This Procedure should be maintained as a controlled internal document.

Document Name

GMB Grievance & Complaint Procedure

Version

[Version Number]

Effective Date

[Date]

Approved By

[Director / Authorised Officer]

Review Date

[Date]

Changes should be documented so that GMB can identify which procedure was applicable at the time of a complaint.

27. Contact Details for Complaints

GMB Internal Grievance Flow

1. Complaint Received↓
2. PR / Customer Executive Manager↓
3. Resolved?
   Yes → Record Resolution → Close
   No → Escalate↓
4. Dev Agrawal — Executive Manager↓
5. Resolved?
   Yes → Record Resolution → Close
   No → Escalate↓
6. Rajni Jain — CEO↓
7. Resolved?
   Yes → Record Resolution → Close
   No → Escalate↓
8. Director — Final Internal Management Review↓
9. Decision / Corrective Action / Closure