CUSTOMER GRIEVANCE REDRESSAL POLICY

1. 1.1. The purpose of this Grievance Redressal Policy (“Policy”) is to establish a transparent, efficient, and customer-centric framework for receiving, acknowledging, investigating, and resolving grievances raised by users of the IndiRail platform. IndiRail is committed to providing timely assistance and ensuring that all complaints are addressed fairly, objectively, and within reasonable timelines.
2. 1.2. This Policy has been formulated in accordance with applicable laws and regulatory requirements, including the Consumer Protection Act, 2019, the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023, and the applicable directions, guidelines, and advisories issued by the Reserve Bank of India (RBI) in relation to customer service and digital payment transactions, wherever applicable.

1. 2.1. This Policy applies to all users of the IndiRail platform and governs grievances relating to the services offered through the website, mobile application, or any other authorised digital channel operated by IndiRail.
2. 2.2. The Policy covers, among other things, grievances relating to:
   1. 2.2.1. Ticket booking and cancellation;
   2. 2.2.2. Payment-related issues, including failed or pending transactions;
   3. 2.2.3. Refund-related queries;
   4. 2.2.4. Technical or system-related issues affecting the use of the platform;
   5. 2.2.5. Account-related concerns; and
   6. 2.2.6. Customer support and service-related complaints.
   7. 2.2.7. Failed or pending ticket bookings;
   8. 2.2.8. IRCTC PNR-related queries, where applicable; and
   9. 2.2.9. Any other grievance relating to the services offered through the IndiRail platform.
3. 2.3. This Policy does not apply to matters that are beyond IndiRail’s reasonable control, including issues relating to train operations, schedules, seat allocation, cancellations initiated by Indian Railways/IRCTC, or any action taken by third-party service providers, which shall be governed by their respective terms, policies, and applicable regulations.

1. 3.1. IndiRail is committed to providing a fair, transparent, and efficient grievance redressal mechanism to all its customers. We endeavour to acknowledge, investigate, and resolve grievances in a timely manner while ensuring that every complaint is handled objectively, courteously, and in accordance with applicable laws and regulatory requirements.
2. 3.2. We are committed to:
   1. 3.2.1. Providing accessible channels for lodging grievances;
   2. 3.2.2. Acknowledging and tracking customer complaints;
   3. 3.2.3. Resolving grievances within the prescribed turnaround timelines, wherever feasible;
   4. 3.2.4. Maintaining confidentiality of customer information during the grievance handling process; and
   5. 3.2.5. Continuously improving our services based on customer feedback and grievance trends.
3. 3.3. Lodging a Grievance
   1. 3.3.1. Customers may raise a grievance through any of the following authorised channels:

      Email: support@indirail.in

      Customer Support No.: 9175343663

   2. 3.3.2. To facilitate prompt resolution, customers are requested to provide the following details while submitting a grievance:

      Full Name;

      Registered mobile number and/or email address;

      Booking ID, Transaction ID, IRCTC ID (where applicable), or any other relevant reference number;

      A brief description of the grievance; and

      Any supporting documents or screenshots, if applicable.

      Incomplete or insufficient information may result in delays in processing the grievance. IndiRail may seek additional information or documentation, where necessary, to investigate and resolve the complaint.

Upon receipt of a grievance, IndiRail shall follow the process set out below:

1. 4.1. All grievances received through the authorised channels shall be acknowledged within a reasonable timeframe, along with a reference number, wherever applicable.
2. 4.2. The grievance shall be reviewed by the concerned team, and where necessary, additional information or supporting documents may be requested from the customer to facilitate investigation.
3. 4.3. IndiRail shall make reasonable efforts to resolve the grievance promptly and communicate the outcome to the customer. Where the grievance involves a third-party service provider, payment partner, IRCTC, or Indian Railways, the resolution timeline may be subject to their response or processing timelines.
4. 4.4. Grievances relating to payment failures, unsuccessful transactions, refunds, or booking discrepancies shall be investigated in coordination with the relevant payment partner, bank, IRCTC, or other authorised service provider, wherever applicable.
5. 4.5. A grievance shall be considered closed once the customer has been informed of the outcome, the requested resolution has been provided where applicable, or no further action is required from IndiRail.

1. 5.1. IndiRail shall make reasonable efforts to resolve customer grievances within the timelines set out below. However, resolution timelines may vary depending on the nature and complexity of the grievance or where the matter involves third-party service providers, banks, payment partners, IRCTC, or Indian Railways.

Where additional time is required due to exceptional circumstances or dependency on a third party, IndiRail shall endeavour to keep the customer informed of the status of the grievance.

1. 6.1. If a customer is not satisfied with the resolution provided or does not receive a response within the indicative timelines specified in this Policy, the grievance may be escalated to the below:

   Customer Support:

   Customers may initially raise their grievance through the authorised customer support channels.

1. 7.1. To facilitate prompt and effective resolution of grievances, customers are requested to:
   1. 7.1.1. Provide accurate and complete information while lodging a grievance.
   2. 7.1.2. Quote the relevant Booking ID, Transaction ID, or any other reference number, wherever applicable.
   3. 7.1.3. Submit any supporting documents or information reasonably requested by IndiRail for investigation of the grievance.
   4. 7.1.4. Respond to requests for additional information within a reasonable timeframe.
   5. 7.1.5. Refrain from submitting false, frivolous, or malicious complaints.
2. 7.2. Failure to provide the necessary information may result in delays or the inability to process the grievance.

1. 8.1. IndiRail shall handle all customer information received as part of the grievance redressal process in accordance with applicable laws, including the Digital Personal Data Protection Act, 2023, and its Privacy Policy.
2. 8.2. Information provided by customers shall be used solely for the purpose of investigating, processing, and resolving grievances, and may be shared with authorised personnel or relevant third-party service providers only to the extent necessary for resolving the grievance or complying with applicable legal or regulatory obligations.

1. 9.1. IndiRail reserves the right to review, modify, amend, or update this Policy at any time to reflect changes in applicable laws, regulatory requirements, business practices, or operational processes. Any revised version of this Policy shall become effective upon its publication on the IndiRail website, unless otherwise specified.
2. 9.2. Customers are encouraged to review the Policy periodically to stay informed of any updates.

For any grievance, query, or feedback relating to the services offered by IndiRail, customers may contact us through the following channels:

1. 10.1. Customer Support

   Email: support@indirail.in

   Phone: 9175343663

   Website: https://indirail.in

1. 11.1. Certain grievances may arise from services or actions that are beyond IndiRail’s reasonable control, including those relating to train operations, schedules, seat or berth allocation, cancellations initiated by Indian Railways/IRCTC, or delays attributable to banks, payment service providers, or other third parties. In such cases, IndiRail shall make reasonable efforts to facilitate communication and provide assistance to the customer; however, the resolution shall remain subject to the policies, procedures, and timelines of the relevant third party.
2. 11.2. Grievances relating to train operations, coach cleanliness, onboard services, train delays, or other matters under the control of Indian Railways may be referred to the official ‘RailMadad’ platform or Railway Helpline 139, as applicable. IndiRail shall endeavour to assist customers wherever reasonably possible; however, the resolution of such grievances shall remain subject to the policies and procedures of the concerned railway authorities.

In the event of any inconsistency between this Policy and any applicable law, regulation, or direction issued by a competent regulatory authority, the provisions of such law, regulation, or direction shall prevail to the extent of such inconsistency. Any interpretation of this Policy shall rest solely with IndiRail, whose decision shall be final, subject to applicable law.