Grievance Officer

We appoint and publish a Grievance Officer as required by:

• Rule 5(9) of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 — for privacy and data grievances.
• Rule 3(11) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 — for content and intermediary grievances.
• Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020 — for e-commerce consumer grievances.
• Section 8 of the Digital Personal Data Protection Act, 2023 — for grievances of Data Principals (you), as and when its provisions are operationalised.

Postal correspondence: Grievance Officer, Maheshwari Plastics, Vignesh Nilaya, Opp Raktheshwari Katte, Urlandy Bypass, Puttur, Karnataka 574201, India.

The Grievance Officer handles complaints relating to:

• Order fulfilment — delays, missing items, wrong dispatch, cargo coordination failures.
• Product quality — damage, defect, specification mismatch.
• Refunds and replacements — delays, incorrect amounts, allocation to wrong instrument.
• Account issues — unauthorised access, locked accounts, deletion or correction requests.
• Privacy and data protection — exercise of your rights under the SPDI Rules and DPDPA.
• Content concerns — material on the Site that you believe is unlawful or violates third-party rights.
• Any other grievance against Maheshwari Plastics or its services.

For order-related issues, the quickest resolution path is usually notthe Grievance Officer — it's the order's own query thread:

1. 1Sign in and open My Orders.
2. 2Locate the affected order.
3. 3Use Request Return for damaged / defective / wrong-item claims, or Raise Query for everything else (delays, address corrections, cargo coordination).
4. 4Our Customer Care team typically responds within 2 business days through the query thread.

If Customer Care does not respond within 48 hours, or if you are dissatisfied with the resolution, escalate to the Grievance Officer directly using the channels in Section 2.

1. 1Write to grievance@maheshwariplastics.in from your registered email address (so we can match you to your account).
2. 2Include your order ID (if order-related), a clear description of the issue, and the resolution you seek (refund, replacement, account correction, data erasure, etc.).
3. 3Attach supporting evidence — photographs, screenshots, prior correspondence, cargo-office damage notes — whatever applies.
4. 4Mark the subject line as “Grievance — [order ID or topic]” so it is routed correctly.
5. 5If you prefer not to use email, you may write to the postal address in Section 2 or call Customer Care and ask to be transferred to the Grievance Officer.

• Acknowledgement (within 48 hours) — confirms your grievance has been received and assigns it a reference number.
• Investigation — we review your evidence, check our internal records, and may ask follow-up questions on the email thread.
• Substantive response (within 30 days) — explains our finding, the action we are taking (refund / replacement / correction / explanation), and the timeline for any further steps.
• Closure — when the resolution is complete, the Grievance Officer closes the ticket and records the outcome in our audit log.

If you remain dissatisfied with the Grievance Officer's resolution, you are free to escalate to the following independent forums. We will cooperate fully with any of them.

• National Consumer Helpline (NCH) — toll-free 1915, or consumerhelpline.gov.in. Operated by the Department of Consumer Affairs, Government of India.
• Consumer Commission — under the Consumer Protection Act, 2019, you may file a complaint with the District, State, or National Consumer Disputes Redressal Commission having jurisdiction over your residence. Online filing: edaakhil.nic.in.
• CERT-In — for cyber-security incidents and personal-data breaches: cert-in.org.in.
• Data Protection Board of India — for data-protection grievances under the DPDPA, once the Board is constituted.
• Civil courts — Section 18 of the Consumer Protection Act preserves all other rights you may have under Indian law.

We maintain a record of all grievances received, including the nature of the complaint, the actions taken, the resolution date, and any follow-up correspondence. These records are retained for a minimum of 3 years for dispute-resolution purposes and to demonstrate compliance with the rules referenced in Section 1.