Grievance Redressal Policy
At N1 Logistics, operated by N1 Nexora E-Payments Private Limited, customer satisfaction is one of our highest priorities. We are committed to addressing customer grievances in a fair, transparent, and timely manner.
Complaint Registration
Customers can register complaints through email, phone support, or the registered office with shipment and transaction details.
Resolution Timelines
Grievances are handled based on complaint type, from general queries to complex operational matters.
Escalation Matrix
Unresolved concerns can move from Customer Support to the Grievance Officer and then to the Nodal Officer or Senior Management.
Grievance Redressal Policy
This policy explains how customers can raise complaints, seek resolutions and escalate unresolved concerns.
This Grievance Redressal Policy outlines the mechanism through which customers can raise complaints, seek resolutions, and escalate unresolved concerns relating to our logistics services.
Objective
The objective of this Policy is to create a clear and accountable complaint resolution framework.
- Establish an effective grievance redressal framework.
- Ensure prompt and transparent resolution of customer complaints.
- Improve customer experience through continuous feedback.
- Address complaints in a fair and unbiased manner.
- Maintain accountability in customer service operations.
Scope
This Policy applies to all customers, users, business partners and stakeholders using N1 Logistics services.
This Policy applies to all customers, users, business partners, and stakeholders using services offered by N1 Logistics, including but not limited to:
- Shipment booking and pickup services.
- Delivery-related concerns.
- Shipment tracking issues.
- Delayed deliveries.
- Lost or damaged shipments.
- Billing and payment disputes.
- Refund and cancellation-related concerns.
- Employee conduct and service quality complaints.
- Website and application-related grievances.
Channels for Lodging Complaints
Customers may register grievances through email, phone support or registered office communication.
Customers may register grievances through any of the following channels:
Email Support
support@n1logistics.inCustomer Support Helpline
+91-9154678914Registered Office
4th Floor, Unit 405-411, Workflo Hitex Bizness Square, Madhapur, Hyderabad, Telangana - 500081Details Required While Raising a Complaint
- Full Name.
- Registered Mobile Number.
- Email Address.
- Shipment Tracking Number / Booking Reference Number.
- Nature of the complaint.
- Date of transaction or shipment.
- Relevant supporting documents or screenshots.
Complaint Registration and Acknowledgement
Acknowledgement may be provided through email, phone or other appropriate communication channels.
- Upon receipt of a grievance, an acknowledgement shall be provided to the complainant through email, phone, or other appropriate communication channels.
- A complaint reference number may be issued for future correspondence.
- Customers are advised to retain the reference number until closure of the complaint.
Resolution Timelines
N1 Logistics aims to resolve grievances within the following complaint-wise timelines.
| Type of Complaint | Resolution Timeline |
|---|---|
| General Queries | Within 2 Business Days |
| Shipment Tracking Issues | Within 3 Business Days |
| Billing and Payment Concerns | Within 5 Business Days |
| Refund and Cancellation Requests | Within 7–15 Business Days |
| Lost/Damaged Shipment Investigations | Within 15 Business Days |
| Complex Operational Matters | Within 30 Business Days |
Where additional investigation is required, customers shall be informed about the expected timeline.
Grievance Escalation Matrix
Customers should first contact Customer Support, then escalate to the Grievance Officer and Nodal Officer where required.
Level 1 – Customer Support Team
Customers should initially contact the Customer Support Team through the channels mentioned above.
- Response Time: Within 48 hours.
Level 2 – Grievance Officer
If the customer is not satisfied with the response received from Customer Support or does not receive a response within the prescribed timeline, the matter may be escalated to the Grievance Officer.
- Name: Sujal Thukar
- Designation: Grievance Officer
- Email: grievances@n1logistics.in
- Phone: +91-9154678914
- Resolution Timeline: Within 7 Business Days.
Level 3 – Nodal Officer / Senior Management
If the grievance remains unresolved after escalation to the Grievance Officer, customers may further escalate the matter to the Nodal Officer or Senior Management.
- Name: Shivam Mishra
- Designation: Nodal Officer
- Email: nodalofficer@n1logistics.in
- Phone: +91-9154678914
- Resolution Timeline: Within 15 Business Days.
Complaints That May Not Be Entertained
N1 Logistics reserves the right not to entertain complaints that are incomplete, abusive, malicious, already resolved or outside service scope.
- Are anonymous or lack sufficient details.
- Contain abusive, defamatory, or offensive language.
- Relate to matters already resolved and closed.
- Are frivolous or malicious in nature.
- Are submitted beyond a reasonable period without valid justification.
- Fall outside the scope of services provided by N1 Logistics.
Investigation Process
Where required, N1 Logistics may review internal records and coordinate with partners before arriving at a resolution.
Where required, the Company may:
- Review shipment and operational records.
- Seek additional information from the complainant.
- Coordinate with courier partners and service providers.
- Examine payment and billing records.
- Conduct internal investigations before arriving at a resolution.
Customers are expected to cooperate and provide any additional information requested during the investigation process.
Confidentiality
Complaint details and supporting documents are handled with appropriate confidentiality.
All complaints and supporting documents submitted by customers shall be handled with appropriate confidentiality.
Information shall only be disclosed to personnel involved in resolving the grievance or where required by applicable law or regulatory authorities.
Continuous Improvement
N1 Logistics reviews grievances and feedback to improve service quality and customer satisfaction.
N1 Logistics periodically reviews customer grievances and feedback to:
- Identify recurring issues.
- Strengthen operational processes.
- Enhance service quality.
- Improve customer satisfaction standards.
Amendments to the Policy
Any changes to this policy shall be published on the company's website.
N1 Logistics reserves the right to amend, modify, or update this Grievance Redressal Policy from time to time.
Any changes shall be published on the Company's website and shall become effective from the date of publication.
Governing Law
This policy is governed by the laws of India.
This Policy shall be governed by and construed in accordance with the laws of India.
Any disputes arising in relation to this Policy shall be subject to the exclusive jurisdiction of the competent courts located in Hyderabad, Telangana.
Contact Information
For any grievance or complaint, customers may contact N1 Logistics through the following details.
N1 Logistics
Operated by N1 Nexora E-Payments Private Limited
Acceptance
Use of N1 Logistics services confirms acceptance of this grievance mechanism.
By using the services of N1 Logistics, you acknowledge that you have read, understood, and accepted this Grievance Redressal Policy and agree to follow the grievance mechanism outlined herein.