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9150028288

Santhaipettai B2B Desk (Mon-Sat, 9AM-8PM)

STATUTORY ESCALATION PORTAL

Grievance Redressal Mechanism

In compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines) Rules, 2021 and Consumer Protection E-Commerce Rules.

OFFICIAL DESIGNATION Updated for 2026 Statutory Compliance

Designated Grievance Officer

For escalations that remain unresolved through standard customer desk channels, users may address their formal complaint to our statutory Grievance Officer:

Officer Name:
Mr. S. Ramanathan
Designation:
Head of Compliance & Legal Grievances
Office Address:
1-A, Rajamangalam 7th St, Villivakkam, Chennai - 600049, Tamil Nadu, India
Direct Email:
grievance@santhaipettai.com
Helpline Number:
+91 9150028288 (Extn: Grievance Desk)
Operating Hours: Monday to Friday, 10:00 AM – 5:30 PM IST.

Statutory Response Timelines

Acknowledgement: Within 24 Hours
Every grievance submitted receives a unique Tracking Reference ID within 24 hours.
Investigation & Redressal: 15 Days
Complete resolution, supplier explanation, or rectifying order action within 15 statutory business days.
Written Finding & Closing Report
Detailed closing communication dispatched to complainant's registered email.
Rule 3(2) IT (Intermediary Guidelines) Rules, 2021.

3-Tier Escalation Matrix

Follow the structured path for the quickest resolution of wholesale disputes

LEVEL 1 • SUPPORT DESK
Customer Service Desk

For general quotation queries, freight delay updates, or sample status:

santhaipettai.com@gmail.com

+91 9150028288

Expected SLA: 2 to 6 Hours
LEVEL 2 • OPERATIONS
Trade Operations Manager

If Level 1 support fails to resolve quotation disputes within 48 hours:

operations@santhaipettai.com

Villivakkam Trade Ops Unit

Expected SLA: 24 to 48 Hours
LEVEL 3 • STATUTORY OFFICER
Grievance Redressal Officer

Formal statutory grievances, compliance issues, or fraud reports:

grievance@santhaipettai.com

Statutory 15-Day Resolution

Statutory Form Below

Submit a Formal Grievance

Please furnish accurate transaction and order details to assist prompt investigation