Written reporting helps us protect evidence, identify the correct property, hear all affected people and provide a reasoned remedy. This internal process is designed to resolve issues early; it does not extinguish urgent or mandatory legal remedies.

1. Official written channels

Submit through the Ente Karyasthan app support function when available.
Submit through the website contact/public-request form.
Email grievance@entekaryasthan.com with the subject Grievance and the relevant reference number.
A phone call may be used for urgent notice, but provide written confirmation so the matter can be tracked.

2. Information to include

Name, contact information and your relationship to the property or transaction.
Property, invoice, order, payment or service-request reference.
Clear chronology, requested outcome and relevant documents, messages, photographs or witness details.
Any immediate safety, access, privacy, limitation-period or evidence-preservation concern.

3. Response targets

We aim to acknowledge a complete grievance within 48 hours and provide a reasoned resolution or progress update within 30 days. Complex matters involving third parties, insurers, authorities or technical evidence may require more time; we will explain the reason and next review date.

4. Review and fair treatment

We may request clarification, preserve system records, interview personnel/vendors, inspect the property and review approvals, invoices, access logs and communications. Parties should cooperate honestly and avoid retaliation, evidence destruction or harassment.

Available remedies may include explanation, correction, repeat performance, personnel change, account adjustment, refund under the Refund Policy, disciplinary action, vendor claim, insurance notification or another proportionate solution.

5. Grievance Officer escalation

If unresolved, request escalation to Sethu Moolekuzhy Gopi at grievance@entekaryasthan.com. State why the first response is incomplete and the outcome sought. The Grievance Officer may confirm, vary or return the decision for further investigation.

6. Good-faith resolution before formal proceedings

Except for urgent interim relief, safety emergencies, police reports, statutory deadlines, data-breach duties or a remedy that cannot lawfully be delayed, each party should allow the written grievance process up to 30 days before commencing consensual alternative dispute resolution.

After our response, the parties may voluntarily attempt negotiation or mediation. Arbitration is not automatic under this policy and will occur only under a separate valid written arbitration agreement. Nothing restricts a competent consumer commission, regulator, court or authority where access cannot lawfully be waived.

7. Records and confidentiality

We retain grievance records for accountability, safety, defence of claims and legal compliance. Information is shared only with people reasonably needed to investigate, advise, insure, remedy or comply with lawful process. Confidentiality does not prevent protected reporting or legal advice.

8. Contact details

Operator: Sethu Moolekuzhy Gopi

Grievance contact: Sethu Moolekuzhy Gopi

Email: grievance@entekaryasthan.com | Phone: +91 8089 04 3434 | Address: 1st floor, pride tower, pukkattupady, kochi - 683561

Important: These policies are operational legal documents, not a substitute for advice on a specific dispute. Mandatory rights and duties under applicable law prevail over any inconsistent wording.

Grievance Redressal & Dispute Resolution Policy