Last Updated: June 2026
Grievance Officer Contact
Phone / WhatsApp
+91 95055 51760
Postal Address
Mellite Global Private Limited, Level 4, Prestige Tech Park, Outer Ring Road, Bengaluru, Karnataka, India - 560037
Office Hours
Monday to Friday, 9:00 AM to 6:00 PM IST
Our Commitment
Mellite Global Private Limited is committed to providing a transparent, fair, and responsive grievance redressal mechanism for all our users, including developers, buyers, contractors, vendors, affiliates, and partners.
We value your feedback and concerns and are dedicated to addressing them promptly and effectively. This page outlines our grievance redressal policy, process, and timelines.
What is a Grievance?
A grievance is any complaint, concern, or issue raised by a user regarding our services, products, or policies. This includes but is not limited to:
Service Issues
Problems with platform functionality, bugs, or service disruptions.
Billing Disputes
Disagreements about charges, invoices, refunds, or payment-related matters.
Account Issues
Problems with account access, data accuracy, or account management.
Privacy Concerns
Concerns about data collection, use, or protection practices.
Harassment or Abuse
Reports of harassment, discrimination, or inappropriate behavior by other users or our team.
Policy Violations
Allegations of violations of our Terms of Service, Privacy Policy, or other policies.
Grievance Redressal Process
We follow a structured, multi-level grievance redressal process to ensure fair and timely resolution:
Level 1: Self-Service & Support
First, try resolving the issue through our Help Center (help-center page) or by contacting [email protected]. Most issues are resolved at this level within 24-48 hours.
Level 2: Formal Grievance
If the issue is not resolved to your satisfaction, submit a formal grievance using the form below or by emailing [email protected]. Include your account details, a detailed description of the issue, and any supporting evidence.
Level 3: Escalation to Grievance Officer
If you are unsatisfied with the Level 2 resolution, escalate to our Grievance Officer at [email protected]. The Grievance Officer will review the case independently and provide a final decision within 15 days.
Level 4: Regulatory Escalation
If the issue remains unresolved, you may file a complaint with the relevant regulatory authority, including the Data Protection Board of India (for data-related grievances) or the appropriate consumer forum.
Grievance Officer
We have appointed a dedicated Grievance Officer to oversee the grievance redressal process and ensure compliance with applicable laws:
Name / Designation
Grievance Redressal Officer / Legal & Compliance Desk
Organization
Mellite Global Private Limited
Phone / WhatsApp
+91 95055 51760
Postal Address
Mellite Global Private Limited, Level 4, Prestige Tech Park, Outer Ring Road, Bengaluru, Karnataka, India - 560037
Office Hours
Monday to Friday, 9:00 AM to 6:00 PM IST
The Grievance Officer will acknowledge receipt of your complaint within 48 hours and provide a resolution within 15 days of receiving the complete information.
Timelines
We are committed to resolving grievances within the following timelines:
Acknowledgment
Within 48 hours of receiving a grievance.
Initial Response
Within 5 business days for general grievances, 3 business days for billing disputes.
Resolution
Within 15 business days for most grievances. Complex issues may require additional time, in which case we will provide interim updates every 5 business days.
Escalation Review
Within 10 business days of escalation to the Grievance Officer.
How to Submit a Grievance
You can submit a grievance through any of the following channels:
Online Form
Fill out the grievance form below with all required details.
Send a detailed email to [email protected] with the subject line "Grievance: [brief description]".
Phone
Call our support helpline at +91 95055 51760 during business hours.
Postal Mail
Send a written complaint to our registered office address (Level 4, Prestige Tech Park, Outer Ring Road, Bengaluru, Karnataka, India - 560037).
In-App
Use the "Report an Issue" feature in the platform settings.
Please include your name, contact details, account information (if applicable), a clear description of the grievance, and any supporting documents or screenshots.
What to Expect
When you submit a grievance, here is what you can expect:
Confirmation
You will receive an acknowledgment email with a unique grievance reference number within 48 hours.
Investigation
Our team will investigate the issue, which may involve reviewing account records, transaction logs, and communication history.
Communication
We will keep you informed of the progress via email. You may also request status updates by referencing your grievance number.
Resolution
We will provide a written resolution explaining the outcome and any corrective actions taken.
Feedback
After resolution, you will receive a satisfaction survey to help us improve our grievance redressal process.
Escalation to Regulatory Authorities
If you are not satisfied with our resolution, you have the right to escalate the matter to the relevant regulatory authority:
Data Protection Board of India
For grievances related to data privacy, data breaches, or non-compliance with the DPDP Act 2023, you may file a complaint with the Data Protection Board of India.
Consumer Helpline
For consumer-related grievances, you may contact the National Consumer Helpline at 1800-11-4000 or file a complaint on the National Consumer Disputes Redressal Commission portal.
CERT-In
For cybersecurity incidents or data breaches, you may report to the Indian Computer Emergency Response Team (CERT-In).
RERA
For real estate project-related grievances, you may approach the Real Estate Regulatory Authority (RERA) in your state.
No Retaliation Policy
Mellite maintains a strict no-retaliation policy. You will not face any negative consequences, including service termination, reduced access, or any other adverse action, for submitting a grievance in good faith. Any attempt to retaliate against a complainant will be treated as a serious violation and may result in disciplinary action against the responsible party.
Confidentiality
All grievances and their contents are treated with strict confidentiality. Information shared during the grievance process will be used solely for the purpose of investigation and resolution. We will not disclose your identity or the details of your grievance to any third party without your consent, except as required by law.
Amendments
We may update this Grievance Redressal Policy from time to time to reflect changes in our processes, legal requirements, or organizational structure. Material changes will be communicated via our website and email to all registered users.