Grievance Redressal Policy

PEGS Standards & Systems Private Limited ("PEGS", "we", "us", "our") is committed to addressing grievances raised by users, customers, partners, and other stakeholders fairly, transparently, and within timelines required by applicable Indian law.

This Policy sets out how to raise a grievance, who handles it, what to expect at each stage, and how to escalate.

1. Scope

This Policy applies to grievances relating to:

• the websites at www.pegs.org.in and 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. Designated Officers

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.

• Name: Prasani Srirangam
• Designation: Grievance Officer, PEGS Standards & Systems Private Limited
• Email: grievance@pegs.org.in
• Address: 10th Floor, Building 4, North Wing, NESCO IT Park, Western Express Highway, Goregaon East, Mumbai – 400063, Maharashtra, Bharat (India)
• Working hours: Monday to Friday, 10:00 to 18:00 IST, excluding national holidays.

2.2 Privacy Officer (voluntarily designated)

Grievances relating to personal data processing under the DPDP Act, 2023 and DPDP Rules, 2025 are handled by PEGS's Privacy Officer — the designated point of contact for data-protection matters. PEGS is not a Significant Data Fiduciary under the DPDP Act, 2023 and is therefore not required to appoint a Data Protection Officer; PEGS has voluntarily designated a Privacy Officer in the interest of accountable data-protection governance.

• Name: Srinivas Nag Sangameswar Srirangam
• Designation: Privacy Officer (voluntarily designated), Founder & CEO
• Email: privacy-officer@pegs.org.in (general privacy queries: privacy@pegs.org.in)
• Address: 10th Floor, Building 4, North Wing, NESCO IT Park, Western Express Highway, Goregaon East, Mumbai – 400063, Maharashtra, Bharat (India)
• Working hours: Monday to Friday, 10:00 to 18:00 IST, excluding national holidays.

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

3. How to Raise a Grievance

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.

4. Acknowledgement and Resolution Timelines

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.

5. Escalation

If you are not satisfied with the initial response, you may escalate the matter to the Grievance Officer or the Privacy Officer (as applicable) by writing to the address or email listed in Section 2 with the original grievance reference. The Officer will review the matter and respond within the timelines set out in Section 4.

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.

6. Confidentiality

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.

7. Records

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.

8. Anti-Retaliation

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

9. Updates to This Policy

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.

10. Key References

• 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