Grievance redressal policy

Effective from 01.01.2026

1. Purpose & Scope

This Grievance Redressal Policy (“Policy”) provides a structured mechanism for lodging and resolving complaints related to:

• Alleged corrupt, fraudulent, collusive, or obstructive practices by employees, distributors, contractors, or suppliers in connection with the Company’s business.
• Consumer grievances arising from the Company’s hospitality operations, including cafés and related e-commerce/online services, in compliance with the Consumer Protection (E-Commerce) Rules, 2020.
  The objective is to:

• Build and strengthen a culture of transparency, trust, and accountability.
• Uphold the highest standards of governance, ethics, and legal compliance.
• Provide employees, business partners, and consumers with a safe channel to report genuine concerns.
• Ensure timely resolution of consumer complaints with adequate safeguards against victimization.

2. Grievance Reporting Channels

The Company shall educate employees, distributors, contractors, suppliers, and consumers about this mechanism. Complaints may be raised through:

• Email: Prashant@roasterycoffee.co.in
• Grievance Officer: Appointed in accordance with Rule 4(4) of the Consumer Protection (E-Commerce) Rules, 2020.
• Postal Address: ATS Bouquet, 1204, Tower C, Sector 132, Noida Expressway, Noida – 201304

The details of the Grievance Officer (name, designation, contact information) shall be prominently displayed on the Company’s website and at all café outlets.

3. Grievance Officer – Appointment & Duties

• The Company shall appoint a Grievance Officer who will be responsible for consumer grievance redressal.

• Duties include:

• Acknowledging consumer complaints within 48 hours of receipt.
• Resolving complaints within one month from the date of receipt, as mandated under the Rules.
• Coordinating with internal teams (CFO, Chief Compliance Officer, Legal Head, Ethics Committee) for investigation of business-related complaints.
• Submitting quarterly reports to the Audit, Risk Management, and Ethics Committee of the Board.

4. Investigation & Reporting

• All complaints shall be recorded and investigated by the Grievance Officer, CFO, Chief Compliance Officer, or Legal Head, either directly or through the Ethics Committee (comprising CHRO, CFO, Chief Compliance Officer, and Legal Head).
• Investigations shall normally be completed within 30 working days, extendable if deemed necessary.
• Consumer complaints must be resolved within one month as per statutory requirements.
• Findings shall be reported to the Audit, Risk Management, and Ethics Committee on a quarterly basis.

5. Protection of Complainants

• Complaints may be raised without fear of retaliation, threat, or intimidation.
• Adequate protection shall be provided to complainants during the course of investigation.
• Confidentiality of the complainant’s identity shall be maintained to the extent permitted by law.
• False or frivolous complaints may attract disciplinary action in accordance with Company policies.

6. Transparency & Disclosure

• The Company shall ensure that this Policy, along with the contact details of the Grievance Officer, is clearly published on its website and displayed at café outlets.
• Consumers shall have easy access to lodge complaints through online and offline channels.
• Records of complaints and their resolution shall be maintained for audit and compliance purposes.

7. Amendments

• The Company reserves the right to amend or modify this Policy, in whole or in part, at any time, to remain compliant with applicable laws including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

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Grievance Redressal Notice

NAI COFFEE PVT. LTD. – Café Division

Effective from 01 January 2026

In accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, our Company has established a formal grievance redressal mechanism for consumers.

Grievance Officer

• Name: Prashant Kumar
• Designation: Grievance Officer
• Email: Prashant@roasterycoffee.co.in

• Postal Address: ATS Bouquet, 1204, Tower C, Sector 132, Noida Expressway, Noida – 201304

Consumer Rights

• Complaints will be acknowledged within 48 hours of receipt.
• All grievances will be resolved within one month from the date of receipt.
• Consumers may raise issues relating to product/service quality, unfair trade practices, or violation of applicable laws and company policies.

Confidentiality & Protection

• Your identity will be kept confidential to the extent permitted by law.
• You will not face retaliation or discrimination for raising a genuine complaint.

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