Customer Grievance Redressal Mechanism
At 3i Infotech, we are committed to excellence in service delivery and fostering trusted partnerships through a responsive, transparent, and client-centric governance framework. We believe that addressing customer feedback and grievances systematically is integral to enhancing service quality and ensuring long-term satisfaction.
Aligned with global best practices, our grievance redressal model is implemented through a robust Three-Tier Grievance and Feedback Mechanism, designed to resolve issues at the operational, service, and strategic levels—ensuring every voice is heard and addressed with the attention it deserves.
Operational Management Team (OMT)
Focuses on day-to-day operations and immediate issue resolution including:
- Delivery and quality assurance
- Change and risk management
- Monthly reviews at the project level
Service Management Office (SMO)
Handles client escalations and ensures service alignment through:
- Portfolio and vendor management
- Budget coordination and client satisfaction reviews
- Quarterly reviews at the relationship level
Steering Committee
Oversees strategic direction and long-term issue resolution:
- Commitment tracking, goal alignment
- Organizational-level communication and leadership reviews
- Semi-annual and annual governance reviews
Commitment to Timely Redressal
We are dedicated to resolving all client grievances within defined timelines. Each submission is acknowledged within 48 business hours, and depending on the complexity, resolved within 7 to 15 business days.
Grievance Officer
Email: marketing@3i-infotech.com
Address: 3i Infotech Limited Tower#2, 6th floor, Wing E, Seawoods Grand Central, Sector-40, Seawood Railways Station, Navi Mumbai -400706.
Clients can escalate unresolved concerns to the Grievance Officer listed below.