Grievance Redressal

CraftIQ treats grievance handling as part of professional accountability. Concerns are reviewed with fairness, respect, and attention to documented facts rather than rushed assumptions or defensive responses.

Goal is not only to respond, but to understand what went wrong, communicate clearly about review status, and work toward resolution path that is reasonable, professional, and consistent with service obligations.

• Unresolved support requests that remain open after normal handling paths have been used.
• Billing disputes involving invoices, payment expectations, scope-linked charges, or commercial misunderstandings.
• Service quality concerns where delivery, coordination, or execution quality is believed to have fallen below reasonable expectations.
• Privacy-related complaints involving handling of communication records, inquiry data, or operational information.
• Policy disputes where a customer believes an internal decision or published position has been applied unfairly.
• Professional conduct concerns related to communication quality, behavior, accountability, or escalation handling.

1. 01

   Submit grievance

   Share issue summary, prior communication context, relevant references, and expected resolution.

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2. 02

   Acknowledgement

   CraftIQ confirms receipt and records grievance for formal handling.

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3. 03

   Review

   Relevant communication, delivery history, billing context, or policy details are assessed carefully.

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4. 04

   Resolution

   Response is prepared with findings, next steps, and any corrective or clarifying action.

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5. 05

   Closure

   Matter is closed after final communication, with internal escalation retained where follow-up remains necessary.

These timelines reflect normal operating intent, not guaranteed legal service levels. Complex matters may require deeper internal review before final closure.

Clear, well-documented grievances are easier to review fairly. Including complete context helps reduce back-and-forth and allows review to begin with useful facts.

• Full name
• Company name if applicable
• Contact email
• Relevant order, invoice, support ticket, or project reference
• Clear description of issue
• Supporting documents or screenshots where relevant
• Desired resolution or outcome

If matter cannot be resolved through initial grievance handling, CraftIQ may escalate it internally for senior review. This may involve leadership, delivery oversight, or legal and policy review depending on issue type.

Escalation is used to improve fairness and clarity, especially when issue spans service quality, privacy, billing, policy interpretation, or unresolved communication concerns.