This Customer Grievance Redressal Policy (“Policy”) outlines the process for raising, addressing, and resolving complaints or grievances related to the IntelliFleet™ platform.

This Policy applies to all users of IntelliFleet™, including Fleet Owners, Businesses, Drivers, Staff, and authorized users.

1. PURPOSE

IntelliFleet™ is committed to fair, transparent, and timely resolution of customer grievances.

This Policy ensures that:

• Complaints are acknowledged promptly
• Issues are resolved within defined timelines
• Users have a clear escalation mechanism

2. WHAT IS A GRIEVANCE

A grievance includes, but is not limited to:

• Billing or subscription disputes
• App functionality issues
• GPS or tracking concerns
• Account suspension or access issues
• Data privacy or security concerns
• Service-related complaints

This Policy does not cover:

• Disputes between employers and employees
• Labor or wage disputes
• Matters outside IntelliFleet™’s control

3. HOW TO RAISE A GRIEVANCE (LEVEL 1)

Users may submit a grievance by contacting:

• Email: support@getintellifleet.com
• Subject Line: Grievance – [Brief Description]

Please include:

• Full name
• Registered email or phone number
• Account or company name
• Description of the issue
• Supporting documents (if any)

4. ACKNOWLEDGMENT & RESPONSE TIMELINES

• Acknowledgment: Within 48 hours
• Initial Response / Resolution: Within 7 business days

Timelines may vary based on:

• Issue complexity
• Need for investigation
• Third-party dependencies

5. ESCALATION PROCESS (LEVEL 2)

If the grievance is not resolved satisfactorily at Level 1, users may escalate to:

• Grievance Officer
• Email: grievance@getintellifleet.com
• Subject Line: Escalation – Grievance Reference ID

6. FINAL ESCALATION (LEVEL 3)

If unresolved after Level 2 review:

• The matter will be reviewed by IntelliFleet™’s senior management or compliance team
• A final response will be issued within 15 business days from escalation

This decision shall be considered final within IntelliFleet™’s internal grievance framework.

7. RECORD KEEPING

IntelliFleet™ maintains records of grievances and resolutions for compliance and quality improvement purposes.

8. LIMITATIONS

IntelliFleet™ reserves the right to:

• Decline frivolous, abusive, or repetitive grievances
• Close complaints that lack sufficient information
• Suspend grievance handling if abusive language or threats are used

9. JURISDICTION & LEGAL REMEDIES

This Policy does not limit a user’s right to pursue remedies available under applicable law.

Governing law and jurisdiction shall be as defined in IntelliFleet™’s Terms of Service.

10. POLICY UPDATES

This Policy may be updated periodically.

Continued use of the Service constitutes acceptance of the updated version.

11. CONTACT DETAILS

Customer Support: support@getintellifleet.com

Grievance Officer: grievance@getintellifleet.com

Website: https://getintellifleet.com