Grievance Redressal Policy

At Shalini Cabs, we are committed to providing safe, reliable, and professional transportation services. Customer satisfaction, passenger safety, and service quality are of paramount importance to us.

We understand that concerns or grievances may occasionally arise during a booking, pickup, journey, or after completion of a trip. We take every complaint seriously and are committed to reviewing and resolving grievances in a fair, transparent, and timely manner.

This page explains how customers can raise a grievance and how we handle complaints.

1. Types of Grievances

Customers can contact us regarding any service-related concern, including but not limited to:

• Driver Behaviour: Misconduct, inappropriate behaviour, unprofessional communication, or failure to follow instructions.
• Passenger Safety: Safety concerns, reckless driving, inappropriate conduct, or any incident during the journey.
• Booking & Trip Issues: Booking confirmation, driver allocation, delays, cancellations, pickup, or drop-related issues.
• Vehicle & Cleanliness: Vehicle condition, cleanliness, maintenance, or mismatch with the confirmed vehicle category.
• Fare & Billing Disputes: Incorrect fare, additional charges, payment issues, invoices, or refund-related concerns.
• Lost & Found: Personal belongings left inside the vehicle.
• Service Quality: Poor service, inconvenience, unprofessional conduct, or any other concern related to our transportation services.

2. How to Register a Grievance

Customers can register a grievance directly with Shalini Cabs through our dedicated Grievance Officer:

Please provide the following information when submitting your complaint, wherever applicable:

• Customer full name
• Contact number and email address
• Booking ID or Trip ID
• Date and time of the journey
• Vehicle registration number or driver details, if available
• Clear description of the grievance
• Supporting documents, photographs, or other relevant information, if any

Providing accurate and comprehensive information will help our grievance team investigate and resolve the matter more effectively.

3. Grievance Acknowledgement & Resolution Timeline

We follow a structured grievance-handling process to ensure that every complaint receives appropriate attention:

• Acknowledgement: We aim to acknowledge every grievance within 48 hours of receipt.
• Review & Investigation: Our team will examine the complaint, verify available trip and telematics records, and coordinate with the concerned driver or service associates wherever necessary.
• Resolution: We aim to resolve grievances as promptly as possible and within 30 days from the date of receipt.

If a matter requires additional investigation or coordination, the customer will be proactively informed of the status and reasons for any unavoidable delay.

4. Grievance Review & Corrective Action

Every grievance will be reviewed objectively based on its nature, supporting evidence, and surrounding circumstances. Depending on the findings, appropriate corrective action may be taken, including:

• Addressing the concern directly with the driver or service partner.
• Taking administrative or corrective steps to reinforce service quality standards.
• Reviewing booking, trip, GPS, or payment records.
• Processing eligible refunds or billing corrections as per applicable terms and conditions.
• Taking disciplinary or legal action in cases involving serious misconduct or safety violations.

We aim to handle every complaint fairly, objectively, and without unnecessary delay.

5. Passenger Safety & Urgent Complaints

Passenger safety is our foremost priority.

Any complaint involving passenger safety, harassment, misconduct, accident, or emergency is treated with top urgency.

6. Customer Rights & External Grievance Redressal

Shalini Cabs respects the rights of consumers under the Consumer Protection Act, 2019 and other applicable Indian laws and regulatory frameworks.

If a customer is not satisfied with the resolution provided through our internal mechanism, they have the right to approach appropriate statutory consumer grievance redressal authorities.

Consumers may also approach the appropriate Consumer Disputes Redressal Commission (District, State, or National) through the applicable legal process.

7. Privacy & Confidentiality

We handle all personal data and incident details shared during the grievance redressal process with strict confidentiality. Such information is used solely for grievance verification, investigation, communications, and resolution.

Customers are requested to share only information pertinent to the grievance. All personal information will be protected in accordance with applicable data protection and privacy laws.

8. Our Commitment

At Shalini Cabs, every grievance is an invaluable opportunity to understand customer concerns and elevate the quality of our service. We remain committed to listening to our customers, addressing issues responsibly, and upholding complete transparency throughout the redressal process.