Note: User must have to follow the Levels to submit Grievance. If the User directly selects the Level III or IV without opting Level I and II, his / her complaint will not be considered by the Authority. He / She must have to follow the appropriate process step by step as mentioned below.

Complaints Redressal

Grievance Redressal Mechanism

At CeeVi, we are dedicated to the swift and effective resolution of customer grievances. We offer several avenues for our customers to register and resolve their complaints. Our multi-tiered grievance redressal mechanism ensures that every issue is addressed promptly and thoroughly.

Level I: Complaint Registration via Ticket

The first step for lodging a grievance is through our Support System by generating a ticket. This service is available exclusively to registered users. If the complaint is not resolved at this level or if the customer is dissatisfied with the resolution, the issue can be escalated to the next level.

Level II: Email to CeeVi Support

If the issue persists, customers can escalate their complaint by sending an email to support [at] ceevi [dot] in from their registered email address. Our support team will acknowledge receipt of the complaint and take appropriate steps to resolve it.

Level III: Public Grievance Submission

Should the grievance remain unresolved after the first two levels, customers can escalate the issue further by contacting the public grievance authority. This can be done by emailing grievance [at] ceevi [dot] in from the registered email address. The authority will acknowledge the grievance within five days and will initiate proceedings to resolve it within a maximum of three weeks. The customer will be regularly updated on the progress and any reasons for delays.

Level IV: Written Complaint to Official Address

In cases where the customer is not satisfied with the resolutions provided by the previous levels, or if the grievance is not resolved within one month, a formal written complaint can be sent to our official address. The address can be found in the Contact Us section of our website. Please include all relevant information and documentation, such as copies of previous complaints or the Ticket ID number. Supporting documents can also be forwarded to our support email.

Level V: Direct Contact with the Grievance Department Head

For grievances that remain unresolved, customers can escalate the issue to the highest level by directly contacting the Grievance Department Head:

Grievance Department - Head

Attn: Compliance Officer
Email: compliance [dot] officer [at] ceevi [dot] in