Service Standards
This page describes the standards of service that PEGS Standards & Systems Private Limited (“PEGS”, “we”, “us”, “our”) applies to enquiries, onboarding, delivery, and post-delivery activities across the Services. It is intended to give customers and partners a transparent picture of how PEGS works while reserving specific delivery commitments for the relevant Service-specific contract.
Important. Specific delivery turnarounds for any individual customer engagement are agreed in a written Service-specific document, such as a Service Agreement, Statement of Work, Order Form, Letter of Intent, or Partner Agreement. The standards on this page describe operating principles only and do not, by themselves, create binding service-level commitments unless expressly incorporated into a signed agreement.
Operating Principles
PEGS commits to handle every enquiry and engagement on the following principles:
- Respond: every legitimate enquiry receives a substantive response from a PEGS team member.
- Confirm before delivery: scope, commercial terms, and delivery expectations are confirmed in writing before substantive work begins on a paid engagement.
- Communicate progress: for active engagements, PEGS provides progress updates at the cadence agreed with the customer, and proactively flags material changes in scope or schedule.
- Document outcomes: deliverables — ESG reports, certificates, Service Agreements, partner LOIs, and other key documents — are issued in PDF form with version and reference numbers.
- Address grievances: grievances are handled under the Grievance Redressal Policy, including the statutory acknowledgement and resolution standards that apply to consumer, data-protection, and intermediary-content complaints.
Communication Channels
| Purpose | Channel |
|---|---|
| General enquiries | www.pegs.org.in/contact web form; hello@pegs.org.in |
| Partner enquiries and applications | www.pegs.org.in/partner-program web form; partners@pegs.org.in |
| Support | support@pegs.org.in; support.pegs.org.in portal |
| Billing and refunds | billing.finance@pegs.org.in |
| Privacy and data-rights | privacy@pegs.org.in |
| Grievances | grievance@pegs.org.in |
| Legal | legal@pegs.org.in |
PEGS will respond to your enquiry promptly. PEGS does not publish customer-facing delivery turnarounds for ESG, UAIN, or PEGS Club concierge workflows; the relevant Service-specific document agreed with the customer governs delivery timing for that engagement.
Standards Defined by Law
Where law sets a standard, PEGS applies that standard.
| Standard | Applicable law | Standard |
|---|---|---|
| Consumer grievances | Consumer Protection (E-Commerce) Rules, 2020 | Acknowledge within forty-eight (48) hours; resolve within one (1) month from receipt |
| Personal-data grievances | DPDP Rules, 2025 | Respond within a reasonable period, not exceeding ninety (90) days |
| Intermediary content takedown | IT Rules, 2021 | Acknowledge within seventy-two (72) hours; act within fifteen (15) days |
| Cybersecurity incident reporting | CERT-In Directions, 28 April 2022 | As prescribed in the Directions |
Contractual Standards Reserved for Specific Engagements
Certain timing standards are reserved for contractual relationships and apply only when expressly incorporated into the relevant signed document. Examples include:
- Partner commission settlement under the Partner Programme Agreement (v2): commissions are settled within fifteen (15) business days of cash realisation, subject to the conditions in the Agreement.
- Legal-enquiry response for contracted institutional customers: PEGS will respond to a notified legal enquiry within ten (10) business days of receipt, where the relevant Service Agreement or MSA so provides.
- Tier review and notice for partner and certification tier changes: PEGS will provide ninety (90) days' written notice of any change in the structural terms of a five-year tier framework, where the relevant Service-specific document so provides.
These standards are not blanket public commitments. They take effect only as part of the specific agreement in which they are stated.
Force Majeure and Carve-Outs
The standards in this page are subject to:
- force majeure events outside PEGS's reasonable control;
- delays caused by the customer or by third parties not controlled by PEGS, including delays in supplying information, documents, or access required for the engagement;
- regulatory, security, or law-enforcement actions; and
- planned maintenance and platform upgrades, where reasonable notice is given.
In each case, PEGS will keep the affected parties reasonably informed and will resume normal operations as soon as practicable.
Reporting and Review
Internal performance against these standards is reviewed on a regular cadence by the PEGS leadership team. Material trends affecting customer outcomes are addressed through process changes, training, or escalations as appropriate.
Updates
PEGS may update this page from time to time. Material changes will be notified through the Services or by other reasonable means. The version, last-updated date, and effective date appear at the top of this page.
Contact
For questions about Service Standards, contact:
PEGS Standards & Systems Private Limited
10th Floor, Building 4, North Wing, NESCO IT Park, Western Express Highway, Goregaon East, Mumbai – 400063, Maharashtra, Bharat (India)
Email: support@pegs.org.in
This document was last updated on 17 May 2026 and supersedes all previous versions. PEGS reserves the right to amend it at any time. Continued use of PEGS platforms following any amendment constitutes acceptance of the updated document, subject to applicable law.