Grievance Policy
Last updated: September 11, 2025
1. Introduction
At PARK BUZZ, we are committed to providing excellent service and addressing any concerns or grievances you may have. This Grievance Policy outlines our process for handling and resolving customer complaints in a timely and transparent manner.
2. Types of Grievances
Payment Issues
Problems with payment processing, refunds, or billing
Common Examples:
- Payment not processed despite successful transaction
- Refund not received within expected timeframe
- Incorrect amount charged
- Duplicate charges
Booking Issues
Problems with parking bookings or reservations
Common Examples:
- Unable to make a booking
- Booking confirmation not received
- Wrong parking slot assigned
- Booking cancelled without notice
Technical Issues
Website or app functionality problems
Common Examples:
- Website not loading properly
- Login/registration issues
- QR code scanning problems
- Mobile app crashes
Service Quality
Issues with parking service quality
Common Examples:
- Poor parking facility conditions
- Unhelpful staff behavior
- Security concerns
- Cleanliness issues
Account Issues
Problems with user account management
Common Examples:
- Unable to update profile information
- Password reset issues
- Account suspension queries
- Data privacy concerns
3. How to Submit a Grievance
3.1 Contact Channels
- 1.Email: support@parkbuzz.in
- 2.Phone: +91 97277 72798
- 3.Live Chat: Available on our website
- 4.In-App Support: Through the mobile application
3.2 Information to Include
- 1.Your full name and contact information
- 2.Booking reference number (if applicable)
- 3.Detailed description of the issue
- 4.Date and time when the issue occurred
- 5.Any relevant screenshots or documents
- 6.Steps you have already taken to resolve the issue
4. Grievance Resolution Process
Submit Grievance
Contact us through any of the available channels with detailed information
Acknowledgment
Receive confirmation and grievance reference number within 24 hours
Investigation
Our team investigates the issue and gathers necessary information
Resolution
Provide solution or explanation based on investigation findings
Follow-up
Ensure resolution is satisfactory and close the grievance
5. Response Time Commitments
We are committed to responding to all grievances within the specified timeframes.
- High Priority Issues: 24 hours
- Medium Priority Issues: 48 hours
- Low Priority Issues: 72 hours
- Complex Issues: 7 business days (with regular updates)
6. Escalation Process
6.1 When to Escalate
If you are not satisfied with the initial response or resolution, you may escalate your grievance to higher levels of management.
6.2 Escalation Levels
- 1.Level 1: Customer Support Team (Initial response)
- 2.Level 2: Senior Support Manager (If not resolved in 48 hours)
- 3.Level 3: Operations Manager (If not resolved in 7 days)
- 4.Level 4: Company Director (For critical issues)
7. External Recourse
7.1 Consumer Forums
If you are not satisfied with our internal resolution process, you may approach the appropriate consumer forum or regulatory authority.
7.2 Regulatory Bodies
- Consumer Disputes Redressal Commission (CDRC)
- State Consumer Disputes Redressal Commission
- National Consumer Disputes Redressal Commission (NCDRC)
- Reserve Bank of India (for payment-related issues)
8. Contact Information
For grievances or complaints, please contact us at:
Email: legal@parkbuzz.com
Phone: +91-9727772798
Address: Jagatpur Road, Ahmedabad, Gujarat, 382470, India
9. Policy Updates
We reserve the right to update this Grievance Policy at any time. Changes will be posted on this page with an updated "Last updated" date. We encourage you to review this policy periodically.