1. Objective
DSM Hyperion Private Limited is committed to providing a transparent, fair, and effective mechanism for addressing grievances raised by its clients, partners, employees, vendors, service providers, and website users. This policy outlines the framework for receiving, investigating, resolving, and closing grievances in a timely and accountable manner.

2. Scope
This policy applies to all grievances related to:

• Service quality or delivery issues

• Billing, payments, and contractual concerns

• Data privacy, confidentiality, or information security matters

• Professional misconduct or ethical concerns

• Operational delays or communication failures

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3. Principles
Our grievance redressal framework is based on the following principles:

• Accessibility: Simple and clearly defined channels to raise grievances

• Confidentiality: Protection of complainant identity and sensitive information

• Impartiality: Fair, unbiased, and independent assessment of every grievance

• Timeliness: Prompt acknowledgement and resolution within defined timelines

• Accountability: Clear responsibility for investigation and closure

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4. Grievance Redressal Process

Step 1: Submission of Grievance
Clients, partners, employees, vendors, service providers, and website users may submit grievances through:

• Email: support@studio-dsm.com

• Website contact or grievance form

• Written communication addressed to the Grievance Redressal Officer

The grievance should include relevant details such as name, contact information, reference numbers, and a clear description of the issue.

Step 2: Acknowledgement

• All grievances will be acknowledged within 48 working hours of receipt.

• An acknowledgement reference number will be provided for future correspondence.

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Step 3: Review & Investigation

• The grievance will be examined by the Grievance Redressal Officer or the designated department.

• Additional information may be requested where required.

• Matters involving policy breach, legal implications, or ethics may be escalated to senior management.

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Step 4: Resolution

• The company shall endeavor to resolve grievances within 7 to 15 working days, depending on the nature and complexity of the issue.

• The complainant will be informed of the outcome and corrective action taken, where applicable.

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Step 5: Escalation
If the complainant is dissatisfied with the resolution, the matter may be escalated to senior management by replying to the resolution email with justification for review.

5. Grievance Redressal Officer
The company shall appoint a designated Grievance Redressal Officer responsible for overseeing grievance handling, ensuring procedural compliance, and maintaining records.

6. Record Maintenance

• All grievances and related communications shall be documented and preserved for audit and compliance purposes.

• Periodic reviews will be conducted to identify systemic issues and improve service quality.

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7. Confidentiality
All grievances will be treated with strict confidentiality. Information will be shared strictly on a need-to-know basis and only with authorized personnel.

8. Policy Review
This policy shall be reviewed periodically and updated as required to remain aligned with legal, regulatory, and operational requirements.
DSM Hyperion Private Limited remains committed to building trust through transparency, fairness, and effective grievance resolution mechanisms.