Customer Satisfaction & Service Commitment of Setindiabiz.com (website) and Setindiabiz Private Limited (Company)

Setindiabiz Private Limited is committed to delivering exceptional service quality and ensuring client satisfaction at every stage of engagement. This Customer Satisfaction & Service Commitment outlines our service standards, communication protocols, response timelines, and escalation procedures.

1. OUR SERVICE PROMISE

  • Clarity and Transparency
    • Clarity and Transparency
    • Speed and Efficiency
    • Regular Updates and Communication
    • Quality Assurance
    • Regulatory Compliance
  • Speed and Efficiency
    • Recognising the importance of time in business operations and compliance, we ensure prompt onboarding within 24 hours of payment confirmation, immediate allocation of dedicated service executives, and swift commencement of documentation and filing preparations.
    • We maintain regulator-ready templates and checklists updated with the latest legal requirements, enabling faster document preparation without compromising accuracy.
    • Our streamlined processes utilise technology to enhance efficiency while maintaining human oversight for quality assurance. We use automated reminders, digital workflows, and electronic filing systems where available.
    • For urgent requirements, we offer expedited services where feasible, clearly communicating any additional costs or limitations that may apply. We never compromise thoroughness for speed, ensuring all submissions are complete, accurate, and compliant.
  • Regular Updates and Communication
    • We provide regular progress updates through multiple channels, including email notifications for milestone completions, support ticket updates for service status, WhatsApp messages for urgent communications where applicable, and phone calls for complex matters. Our communication protocol ensures you are never left wondering about your service status.
    • Each engagement includes weekly updates for ongoing services, immediate notification of government responses or actions required, proactive alerts about upcoming compliance deadlines, and comprehensive status reports for long-term engagements. We maintain detailed service logs accessible through our support portal. Our updates are substantive, providing specific information about work completed, pending actions, and next steps.
  • Quality Assurance
    • Quality is non-negotiable in our service delivery. We maintain rigorous standards through multiple review layers, standardised processes, and continuous improvement. Our quality commitment includes using professionally vetted templates that are regularly updated to reflect legal changes, implementing multi-level review processes for all deliverables, and maintaining strict version control for all documents.
    • For services requiring licensed professionals, we engage only qualified Chartered Accountants, Company Secretaries, Cost and Management Accountants, and Advocates from our carefully selected panel, chosen based on expertise, track record, and professional ethics. While these independent professionals are responsible for their professional services, we monitor overall service quality to ensure consistency and maintain high standards.
  • Regulatory Compliance
    • We strictly adhere to all regulatory requirements and professional ethics. We do not engage in public solicitation of professional services, ensuring compliance with the regulations of the ICAI, ICSI, ICMAI, and the Bar Council. Regulated work, which requires professional licenses, is performed exclusively by qualified, independent professionals.
    • Our platform operates as a technology-enabled service delivery system, not as a professional firm. We maintain appropriate disclaimers, ensure proper authorisations before acting on behalf of clients, and preserve confidentiality in accordance with applicable laws.

2. SERVICE RESPONSE STANDARDS

  • Response Timelines
    • We acknowledge new support tickets and email queries within one business day, provide first meaningful responses within two business days for routine matters, and offer expedited responses for urgent compliance deadlines. Complex issues requiring research or consultation may take longer; however, we inform you of the expected timelines upfront.
    • These timelines apply during standard working hours: Monday to Saturday, 10:00 AM to 7:00 PM IST, excluding public holidays. For services with statutory deadlines, we work beyond standard hours when necessary. Emergency support for critical compliance matters is evaluated on a case-by-case basis, with additional charges applicable for after-hours urgent services.
  • Communication Channels
    • Our primary support channel is our ticketing system at support.setindiabiz.com, which provides a documented communication history and systematic query resolution. Email support at help@setindiabiz.com serves for detailed queries and document submissions.
    • For ongoing services, dedicated service executives may provide WhatsApp support for quick responses to routine queries. However, all formal service requests, document submissions, and essential communications must be routed through official channels for proper documentation and tracking.

3. ESCALATION FRAMEWORK

  • Escalation Levels
    • Our escalation hierarchy progresses from your assigned Service Executive, who handles day-to-day service delivery, to the Team Lead, who supervises service quality, to the Engagement Manager, who oversees client relationships, and finally to the Grievance Officer, who handles formal complaints and policy-level matters.
    • Each level has defined authority: Service Executives address informational queries and routine matters; Team Leads approve service modifications and timeline adjustments; Engagement Managers authorise refunds, service credits, and significant changes; the Grievance Officer handles formal complaints and policy exceptions.
  • Escalation Process
    • To escalate, first attempt to resolve the issue with your Service Executive. If you are unsatisfied, please request escalation to the Team Lead, providing context and a communication history. For further escalation, contact the Engagement Manager via email with complete documentation. For formal grievances, contact our Grievance Officer at complaints@setindiabiz.com with a detailed written complaint.
    • We acknowledge escalations within 24 hours and provide resolution timelines based on the complexity of the issue. Each escalation receives focused attention for fair and prompt resolution. We maintain records to identify the systemic problems and improve services, keeping clients informed throughout with regular progress updates.

4. SERVICE EXCLUSIONS AND LIMITATIONS

  • Regulatory and Third-Party Delays
    • Factors beyond our control may impact timelines, including delays in government processing, extended regulatory review times, government portal downtimes, mid-process requirement changes, and third-party response delays. We closely monitor such delays and keep you informed of their impacts.
    • When delays occur, we provide regular updates, explore alternatives where available, and document all follow-ups. However, we cannot guarantee specific timelines for government approvals or actions by third parties. Our commitments are limited to aspects within our direct control: document preparation, filing submissions, and follow-up actions.
  • Force Majeure Events
    • Service disruptions may occur due to natural disasters, pandemics, government-imposed lockdowns, civil disturbances, or infrastructure failures. During such events, we implement business continuity measures; however, we cannot guarantee that normal service levels will be maintained.
    • Our disaster recovery plans include remote work capabilities, backup systems, and alternative communication channels to ensure continuity of operations. Service timeline commitments are automatically extended for the duration of force majeure events.
  • Client-Side Dependencies
    • Successful service delivery requires timely client cooperation. Delays may result from the delayed provision of necessary documents, changes in requirements after commencement, non-availability for approvals or signatures, incomplete information, or delayed payment of fees.
    • Extended delays may result in service cancellation, additional charges, or loss of government fees for missed deadlines. Our service timelines are contingent upon the timely fulfilment of client responsibilities.

5. FEEDBACK AND CONTINUOUS IMPROVEMENT

  • Feedback Channels
    • We actively seek client feedback through post-service satisfaction surveys, platform ratings and reviews, feedback emails to help@setindiabiz.com, and periodic client satisfaction surveys. All input received careful consideration.
    • Positive feedback is shared with teams for recognition; constructive criticism is analysed for improvement opportunities. Clients providing feedback receive acknowledgement and information about corrective actions where applicable.
  • Service Improvement Process
    • Our structured improvement process includes monthly review of client feedback, quarterly quality audits, regular training programs, and technology upgrades.
    • We benchmark against industry standards and implement improvements systematically, utilising proper change management. This involves piloting new processes before full implementation and ensuring team training on enhancements.

6. CONTACT INFORMATION

7. POLICY ACKNOWLEDGMENT

  • This Customer Satisfaction & Service Commitment should be read with our Terms of Use, Privacy Policy, and other service policies. Specific service terms may include additional commitments based on the nature of the service and applicable regulatory requirements. We reserve the right to update this policy periodically.

Author Bio

setindiabiz

Editorial Team | in

Setindiabiz Editorial Team is a multidisciplinary collective of Chartered Accountants, Company Secretaries, and Advocates offering authoritative insights on India’s regulatory and business landscape. With decades of experience in compliance, taxation, and advisory, they empower entrepreneurs and enterprises to make informed decisions.