1. Purpose

This guide establishes a structured framework to ensure that all complaints from candidates, employers, and users are handled in a fair, transparent, and timely manner.

2. Scope

Applicable to:
Job seekers(candidates)
Employers / recruiters
Vendors / partners
Platform users

3. Definition of Complaint

A complaint is any expression of dissatisfaction relating to:
Job postings (fake, misleading, expired)
Recruitment practices(fraud, misrepresentation)
Service Payments or subscriptions
Data privacy concerns
Platform misuse or misconduct

4. Regulatory Framework (India)

This policy aligns with:
Information Technology Act, 2000
Consumer Protection Act, 2019
Digital Personal Data Protection Act, 2023

5. Complaint Channels

Users can raise complaints via:
Email: complaints@visaliv.com
Website: “Contact Us” / “Report Issue” form
Customer support helpline

6. Complaint Categories

Fraud & Scam
Fake job offers
Unauthorized payment demands
Service Issues
Login/access problems
Subscription/payment disputes
Content Issues
Misleading or duplicate job postings
Behavioral Issues
Harassment or discrimination
Data Privacy
Unauthorized use or breach of data

7. Complaint Handling Process

Step 1: Acknowledgement
Complaint acknowledged within 24–48 working hours
Unique Ticket ID generated
Step 2: Initial Assessment
Categorization of complaint
Priority assignment:
High: Fraud, data breach
Medium: Payments, disputes
Low: General queries
Step 3: Investigation
Review internal logs and communications
Engage concerned parties if required
Escalate critical mattersto compliance/legal
Step 4: Resolution
Resolution to be provided within 45 daysfrom receipt of complaint
Interim updates shared for long-pending cases
Step 5: Closure
Finalresponse communicated to complainant
Case formally closed after confirmation
Feedback recorded

8. Escalation Matrix

Level
Role
Timeline
Level 1
Customer Support
Up to 3 days
Level 2
Compliance Officer
Up to 15 days
Level 3
Senior Management
Within 45 days

9. Grievance Officer (Mandatory Requirement – India)

As per IT regulations:
Name: Monisha Bhatia
Phone: +91 85271 56979
Email: monisha.bhatia@visaliv.com
Acknowledgement: Within 24 hours
Final Resolution: Within 45 days

10. Fraud Prevention Measures

Recruiter KYC verification
Monitoring suspicious activity
Blocking fraudulent accounts
Awareness alerts for users

11. Data Protection & Confidentiality

Maintain strict confidentiality of complaint data
Comply with Digital Personal Data Protection Act, 2023
Secure storage of records

12. Record Keeping

Maintain recordsincluding:
Complaint ID
Date of receipt
Nature of issue
Actions taken
Resolution details
Retention Period: Minimum 3 years

13. Reporting & Monitoring

Monthly complaint trend analysis
Fraud detection reporting
Continuous processimprovement15. Policy Review

Annual review (every 12 months) or upon regulatory updates