Grievance Redressal Policy

This Policy applies to grievances relating to:

• the websites at www.pegs.org.in and www.myestatez.com;
• the My Estatez mobile application and related APIs and dashboards;
• ESG Indication, Assessment, and Certification services;
• UAIN issuance and lifetime asset records;
• PEGS Club Memberships (Colour, Metal, Gem);
• the Partner Programme;
• billing, payments, and refunds;
• personal data processing under the Digital Personal Data Protection Act, 2023 and the Digital Personal Data Protection Rules, 2025;
• content posted on or transmitted through the Services where the Information Technology Act, 2000, and rules made thereunder apply.

2.1 Grievance Officer (general)

The Grievance Officer is the first escalation point for grievances under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and is also the published contact for service-level grievances.

2.2 Data Protection Officer / DPDP point of contact

Grievances relating to personal data processing under the DPDP Act, 2023 and DPDP Rules, 2025 are handled by PEGS's designated point of contact for data-protection matters. PEGS has appointed a single individual to both the Grievance Officer and the DPDP-point-of-contact roles.

Note: PEGS will publish updated designations promptly upon any change.

Grievances may be submitted through any of the following channels:

• Email: grievance@pegs.org.in (general); privacy@pegs.org.in (data protection); support@pegs.org.in (service-related); billing.finance@pegs.org.in (billing and refunds).
• Web form: www.pegs.org.in/contact.
• Post:10th Floor, Building 4, North Wing, NESCO IT Park, Western Express Highway, Goregaon East, Mumbai – 400063, Maharashtra, Bharat (India).

To help PEGS resolve your grievance efficiently, please include:

• your name and contact details;
• your registered email address, mobile number, account ID, invoice number, or other identifier (where applicable);
• a clear description of the grievance;
• relevant dates, transaction references, and any supporting documents; and
• the outcome you are seeking.

The applicable timeline for any specific grievance is the timeline required by the law that governs that grievance. The table below sets out the principal standards we apply.

PEGS may seek clarifying information from you in order to investigate and resolve a grievance. The resolution clock does not include the period for which we are awaiting clarifications from you.

If you are not satisfied with the initial response, you may escalate the matter to the Grievance Officer or the Data Protection Officer (as applicable) by writing to the address or email listed in Section 02 with the original grievance reference. The Officer will review the matter and respond within the timelines set out in Section 04.

If you remain unsatisfied with PEGS's final response, you may have the right to file a complaint with the relevant statutory authority, including:

• the Data Protection Board of India, for grievances concerning personal data, through the official digital mechanism made available by the Board;
• the appropriate consumer disputes redressal commission under the Consumer Protection Act, 2019;
• the appropriate regulator or authority for sector-specific matters; and
• the appropriate court of competent jurisdiction at Mumbai, Maharashtra, subject to the dispute-resolution provisions of the Terms of Service.

PEGS treats grievances confidentially and discloses them only to personnel and processors who need to know in order to investigate and resolve the matter, or as required by law.

PEGS maintains records of grievances, the steps taken to resolve them, and the outcome, for the period required by applicable law and for legitimate business, audit, and dispute-resolution purposes.

PEGS will not penalise any user, customer, or partner for raising a grievance in good faith.

PEGS may update this Policy from time to time. Material changes will be notified through the Services, by email, or by other reasonable means. The version, last-updated date, and effective date appear at the top of this Policy.

• Digital Personal Data Protection Act, 2023
• Digital Personal Data Protection Rules, 2025
• Information Technology Act, 2000, and rules made thereunder, including the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• Consumer Protection Act, 2019
• Consumer Protection (E-Commerce) Rules, 2020