1. What You Can Raise
You may use this mechanism to raise:
- Complaints about our services, fees, or conduct of our team;
- Requests or complaints relating to your personal data, including access, correction, erasure, or withdrawal of consent under the DPDP Act, 2023 (see our Privacy Policy);
- Reports of inaccurate property information or objectionable content on the Platform;
- Disputes regarding refunds under our Refund & Cancellation Policy.
2. Escalation Matrix
Level 1 — Customer Support
contact@mangalrealty.in · +91-98765-43210 (Mon–Sat, 9am–7pm IST)
Acknowledgement within 48 hours; resolution target of 7 working days.
Level 2 — Grievance Officer
Ms. Priya Menon (Head of Legal) · grievance@mangalrealty.in · Mangal Technologies Pvt. Ltd., Golf Course Road, DLF Phase 5, Gurgaon, Haryana 122002
Acknowledgement within 24 hours; resolution within 15 days of receipt, as required under the IT Rules, 2021.
Level 3 — Escalation to Management
escalations@mangalrealty.in, addressed to the Compliance Committee
Written response within 30 days.
3. How to File a Grievance
Send your grievance in writing (email is sufficient) with the following details so we can act on it quickly:
- Your name, registered email, and phone number;
- A clear description of the grievance with relevant dates;
- Supporting documents, payment references, or screenshots, if any;
- The resolution you are seeking.
Every grievance is assigned a ticket number, which you can use to track its status.
4. External Remedies
If you are not satisfied with our resolution, you may, depending on the nature of the grievance, approach:
- The Data Protection Board of India, for complaints under the DPDP Act, 2023;
- The relevant state Real Estate Regulatory Authority (RERA), for project- or builder-related complaints;
- The Consumer Disputes Redressal Commissions under the Consumer Protection Act, 2019;
- Arbitration as provided in our Terms & Conditions.