Hyphenet Enterprises ("Hyphenet Enterprises", "we", "us", or "our") is committed to providing reliable IT equipment rental, IT support, infrastructure and technology services to its customers.
We recognise that customers, website visitors, users, employees of customer organisations and other stakeholders may occasionally have concerns, complaints or grievances relating to our products, services, communications, privacy practices, billing or contractual arrangements.
This Grievance Redressal Policy ("Policy") explains how such grievances may be submitted, reviewed, investigated and resolved.
1. PURPOSE OF THIS POLICY
The purpose of this Policy is to establish a clear and transparent mechanism for handling grievances relating to:
- IT equipment rental;
- Laptop rental;
- Desktop rental;
- Server rental;
- IT support;
- On-site IT support;
- On-site engineers;
- IT infrastructure services;
- Service quality;
- Support tickets;
- SLA-related concerns;
- Billing;
- Payments;
- Refunds;
- Cancellations;
- Security deposits;
- Equipment delivery;
- Equipment return;
- Equipment damage;
- Customer data;
- Privacy;
- Cookies;
- Data security;
- Website-related matters;
- Communications; and
- Other services or activities of Hyphenet Enterprises.
2. OUR COMMITMENT
Hyphenet Enterprises aims to:
- Provide a simple mechanism for submitting complaints;
- Acknowledge grievances within a reasonable period;
- Review complaints objectively;
- Investigate relevant facts;
- Maintain appropriate confidentiality;
- Communicate the outcome where appropriate;
- Take corrective action where required; and
- Continuously improve our services based on legitimate feedback.
3. WHO CAN RAISE A GRIEVANCE?
A grievance may be submitted by:
- Existing customers;
- Prospective customers;
- Website visitors;
- Authorised representatives of customers;
- Employees or users of customer organisations;
- Vendors or service partners where relevant; and
- Other persons directly affected by our services.
Where the complaint concerns a corporate customer's account or systems, we may require the complaint to be submitted or authorised by an appropriate representative of that organisation.
4. TYPES OF GRIEVANCES
Grievances may include, without limitation:
Equipment Rental
- Laptop rental issues;
- Desktop rental issues;
- Server rental issues;
- Equipment condition;
- Equipment availability;
- Delivery;
- Collection;
- Damage;
- Loss;
- Missing accessories;
- Rental billing;
- Security deposit; and
- Return-related disputes.
IT Support
- Support quality;
- Engineer conduct;
- Delayed response;
- Delayed resolution;
- Repeated incidents;
- Ticket handling;
- SLA concerns;
- Technical service quality; and
- Escalation issues.
Commercial
- Invoice disputes;
- Incorrect billing;
- Payment issues;
- Refunds;
- Cancellation;
- Security deposit adjustment;
- Contractual charges; and
- Commercial disagreements.
Privacy and Data
- Personal data;
- Privacy;
- Data access;
- Data deletion;
- Data security;
- Unauthorised disclosure;
- Cookies; and
- Other privacy-related concerns.
Website
- Website functionality;
- Incorrect information;
- Contact forms;
- Website security;
- Accessibility concerns; and
- Other Website-related matters.
5. FIRST-LEVEL SUPPORT
Customers are encouraged to first contact the relevant:
- Account manager;
- Sales representative;
- Support team;
- Service desk;
- Engineer;
- Project manager; or
- Other designated contact.
Many operational issues can be resolved quickly through the normal support process.
However, a customer may directly submit a formal grievance where appropriate.
6. HOW TO SUBMIT A GRIEVANCE
A grievance may be submitted through:
Email: sales@hyphenet.net
Support Email: support@hyphenet.net
Phone: +91 93540 45878
Customers may also use the applicable support ticketing system where one has been provided.
7. INFORMATION TO INCLUDE
To help us investigate a grievance efficiently, the complainant should provide, where applicable:
- Name;
- Company name;
- Contact details;
- Invoice number;
- Purchase order number;
- Rental agreement number;
- Service agreement number;
- Ticket number;
- Asset number;
- Equipment serial number;
- Date of incident;
- Description of the issue;
- Relevant communications;
- Supporting documents;
- Screenshots or photographs where relevant; and
- Requested resolution.
The complainant should provide sufficient information to allow the issue to be identified and investigated.
8. ANONYMOUS COMPLAINTS
Anonymous complaints may be considered where sufficient information is provided to investigate the matter.
However, anonymous complaints may limit our ability to:
- Verify facts;
- Request additional information;
- Provide an outcome; or
- Take corrective action.
9. ACKNOWLEDGEMENT
We will endeavour to acknowledge receipt of a grievance within a reasonable business period.
The acknowledgement may include:
- Confirmation of receipt;
- Reference number;
- Responsible team;
- Request for additional information; or
- Expected next steps.
10. GRIEVANCE REFERENCE NUMBER
Where appropriate, Hyphenet Enterprises may assign a grievance or complaint reference number.
Customers should use this reference number in subsequent communications.
11. GRIEVANCE INVESTIGATION
Depending on the nature of the grievance, we may review:
- Support tickets;
- Emails;
- Service records;
- Engineer reports;
- Asset records;
- Invoices;
- Payment records;
- Contracts;
- SLAs;
- System logs;
- Communications;
- Photographs;
- Delivery records; and
- Other relevant information.
12. CUSTOMER COOPERATION
The complainant may be required to provide reasonable cooperation, including:
- Additional information;
- Documents;
- Access to equipment;
- Access to relevant systems;
- Clarification of events;
- Contact details of relevant persons; and
- Other information reasonably required.
13. CONFIDENTIALITY
Grievances will be handled with reasonable confidentiality.
Information may be shared internally only with persons who reasonably require it to investigate or resolve the grievance.
Information may also be disclosed where required by:
- Law;
- Court order;
- Government authority;
- Regulatory authority; or
- Other lawful requirement.
14. PRIVACY
Personal information submitted as part of a grievance will be processed in accordance with our Privacy Policy.
Privacy Policy: www.hyphenet.net/privacy-policy
15. DATA SECURITY
Information received during a grievance investigation may include confidential or sensitive business information.
Hyphenet Enterprises will apply reasonable security measures to protect such information in accordance with its Data Security & Protection Policy.
Data Security & Protection: www.hyphenet.net/data-security-protection
18. EQUIPMENT RENTAL GRIEVANCES
For equipment rental disputes, we may review:
- Quotation;
- Purchase order;
- Rental agreement;
- Delivery record;
- Asset record;
- Serial number;
- Equipment condition;
- Return record;
- Damage report;
- Rental invoices; and
- Security deposit records.
19. BILLING GRIEVANCES
Customers disputing an invoice should provide:
- Invoice number;
- Disputed amount;
- Reason for dispute;
- Supporting documentation; and
- Relevant purchase order or agreement.
Billing disputes will be reviewed against the applicable commercial documents.
20. REFUND AND CANCELLATION GRIEVANCES
Refund and cancellation complaints will be handled in accordance with:
Refund & Cancellation Policy
www.hyphenet.net/refund-cancellation-policy
Where a signed agreement contains specific refund terms, those contractual terms shall prevail.
21. SECURITY DEPOSIT DISPUTES
Where a Customer disputes a Security Deposit deduction, Hyphenet Enterprises may review:
- Equipment return records;
- Equipment condition;
- Damage reports;
- Missing Accessories;
- Outstanding rental;
- Repair/replacement costs; and
- Applicable contractual terms.
22. EQUIPMENT DAMAGE DISPUTES
Where damage is disputed, Hyphenet Enterprises may consider:
- Delivery condition;
- Photographs;
- Inspection reports;
- Repair assessment;
- Engineer reports;
- Equipment history; and
- Other relevant evidence.
23. PRIVACY GRIEVANCES
Privacy-related complaints may concern:
- Collection of personal information;
- Use of personal information;
- Disclosure;
- Data access;
- Data correction;
- Data deletion;
- Marketing communication;
- Cookies;
- Data security; or
- Other privacy matters.
Such grievances will be reviewed under our Privacy Policy and applicable law.
24. DATA PROTECTION REQUESTS
Where applicable, individuals may submit requests concerning their personal information.
Requests may include:
- Access;
- Correction;
- Update;
- Deletion;
- Withdrawal of consent where applicable; or
- Other rights available under applicable law.
Requests may be subject to identity verification and legal limitations.
25. SECURITY INCIDENT GRIEVANCES
If a customer believes that a security incident may have affected its information or systems, it should report the matter promptly to:
Support: support@hyphenet.net
Phone: +91 93540 45878
The matter may be escalated to the appropriate technical or security personnel.
26. EMPLOYEE OR ENGINEER CONDUCT
Complaints concerning an engineer or employee may include:
- Unprofessional conduct;
- Misbehaviour;
- Unauthorised activity;
- Harassment;
- Breach of confidentiality;
- Misuse of Customer property;
- Failure to follow agreed procedures; or
- Other inappropriate conduct.
Such complaints will be reviewed appropriately.
27. ZERO TOLERANCE FOR HARASSMENT OR ABUSE
Hyphenet Enterprises expects respectful conduct between:
- Customers;
- Employees;
- Engineers;
- Vendors;
- Partners; and
- Other stakeholders.
Threatening, abusive, discriminatory or violent behaviour towards Hyphenet Enterprises personnel will not be tolerated.
This does not prevent a customer from making a legitimate complaint or escalation.
28. FALSE OR MALICIOUS COMPLAINTS
Customers are expected to provide accurate information.
Hyphenet Enterprises may take appropriate action where a complaint is knowingly:
- False;
- Fraudulent;
- Malicious;
- Defamatory; or
- Intended to cause improper harm.
This does not restrict legitimate complaints made in good faith.
29. ESCALATION
If the complainant is dissatisfied with the initial response, the matter may be escalated to the designated Grievance Officer.
30. GRIEVANCE OFFICER
The designated Grievance Officer is:
Name: Rahul Kumar Designation: Sr. Manager Email: sales@hyphenet.net Phone: +91 93540 45878
31. GRIEVANCE OFFICER RESPONSIBILITIES
The Grievance Officer may:
- Review escalated complaints;
- Coordinate with relevant departments;
- Review supporting documents;
- Request additional information;
- Assess contractual obligations;
- Coordinate corrective action; and
- Communicate the outcome where appropriate.
32. ESCALATION PROCESS
The general escalation process is:
Level 1 — Operational Support
Contact the assigned support team, account manager or service desk.
Level 2 — Service / Account Escalation
Escalate to the relevant service manager or account manager.
Level 3 — Grievance Officer
Submit the formal grievance to:
Level 4 — Contractual / Legal Resolution
Where the matter cannot be resolved operationally, the applicable contract's dispute-resolution mechanism may be followed.
33. RESPONSE TIME
Hyphenet Enterprises will endeavour to review grievances within a reasonable period.
The time required may depend on:
- Complexity;
- Availability of information;
- Number of parties involved;
- Technical investigation;
- Third-party dependency;
- Contractual review; and
- Nature of the complaint.
34. COMPLEX GRIEVANCES
Some grievances may require additional time, particularly where they involve:
- Technical investigation;
- Security incidents;
- Data protection;
- Multiple locations;
- Multiple systems;
- Third parties;
- Financial reconciliation;
- Contract interpretation; or
- Legal issues.
Where reasonably practicable, the complainant may be informed that additional time is required.
35. OUTCOME OF GRIEVANCE
Depending on the circumstances, the outcome may include:
- Explanation;
- Correction;
- Service remediation;
- Technical resolution;
- Invoice correction;
- Credit adjustment;
- Refund where applicable;
- Equipment replacement;
- Additional investigation;
- Policy clarification; or
- Other appropriate action.
A particular remedy is not guaranteed.
36. SERVICE CREDIT
Where applicable, an SLA may provide service credits for qualifying service-level failures.
Service credits will be determined according to the applicable SLA.
37. NO AUTOMATIC COMPENSATION
Submitting a grievance does not automatically create a right to:
- Refund;
- Compensation;
- Service credit;
- Contract termination; or
- Other financial remedy.
Any remedy will depend on:
- Contractual terms;
- Applicable policies;
- Facts of the case; and
- Applicable law.
38. CONTRACTUAL DISPUTES
Where a grievance concerns interpretation or enforcement of a signed agreement, the applicable agreement shall govern.
This may include provisions concerning:
- Notice;
- Escalation;
- Mediation;
- Arbitration;
- Jurisdiction; and
- Other dispute-resolution mechanisms.
39. LEGAL RIGHTS
Nothing in this Policy is intended to prevent a person from exercising any mandatory legal rights available under applicable law.
40. THIRD-PARTY COMPLAINTS
Where a grievance relates primarily to a third-party provider, such as:
- Internet service provider;
- Hardware manufacturer;
- Software vendor;
- Cloud provider;
- Payment provider; or
- Data centre,
Hyphenet Enterprises may coordinate with the relevant provider where appropriate.
41. CUSTOMER RESPONSIBILITY
Customers remain responsible for:
- Providing accurate information;
- Following agreed procedures;
- Maintaining backups;
- Protecting credentials;
- Providing reasonable access;
- Making timely payments; and
- Complying with contractual obligations.
42. RECORD KEEPING
Hyphenet Enterprises may maintain records of grievances for:
- Investigation;
- Quality control;
- Service improvement;
- Legal compliance;
- Audit;
- Contract management; and
- Dispute resolution.
43. GRIEVANCE DATA RETENTION
Grievance records may be retained for a period reasonably necessary for:
- Resolution;
- Contractual obligations;
- Legal requirements;
- Accounting;
- Security; and
- Legitimate business purposes.
44. QUALITY IMPROVEMENT
Hyphenet Enterprises may analyse grievance trends to improve:
- IT support;
- Equipment quality;
- Engineer performance;
- Response processes;
- Customer communication;
- Billing processes;
- Security controls; and
- Overall service quality.
45. POLICY REVIEW
This Policy may be reviewed periodically to ensure that it remains appropriate for our:
- Business operations;
- Customer requirements;
- Technology environment;
- Legal obligations; and
- Service model.
46. CHANGES TO THIS POLICY
Hyphenet Enterprises may update this Grievance Redressal Policy from time to time.
The updated version will be published on:
www.hyphenet.net/grievance-redressal
The latest version will show the applicable "Last Updated" date.
47. GOVERNING LAW
This Policy shall be governed by the laws of India.
Subject to any specific dispute-resolution or jurisdiction clause in an applicable agreement, disputes shall be subject to the jurisdiction of the appropriate courts having jurisdiction over Hyphenet Enterprises.
48. CONTACT DETAILS
Hyphenet Enterprises
Sales / Privacy Email: sales@hyphenet.net
Support Email: support@hyphenet.net
Phone: +91 93540 45878
Registered / Principal Office:
7th Floor, Devika Tower, Lala Lajpat Rai Road, Nehru Place, New Delhi, Delhi – 110019, India
49. GRIEVANCE OFFICER DETAILS
Name: Rahul Kumar Designation: Sr. Manager Grievance Email: sales@hyphenet.net Grievance Phone: +91 93540 45878
Working Hours: Monday to Saturday, during normal business hours
50. FINAL ACKNOWLEDGEMENT
Hyphenet Enterprises is committed to handling legitimate customer grievances fairly, professionally and in a reasonable manner.
Customers are encouraged to raise concerns promptly so that we have an opportunity to investigate and resolve them.
Submitting a grievance will not affect a customer's ability to exercise any rights available under applicable law.
Hyphenet Enterprises www.hyphenet.net
© Hyphenet Enterprises. All Rights Reserved.
Need Clarification on Our Legal Policies?
For any questions regarding these legal terms, SLA parameters, enterprise Master Service Agreements (MSA), or compliance documentation, please contact our legal desk directly.