Grievance escalation process (L1, L2, L3)

Issue: Customer wants to escalate an unresolved complaint or raise a formal grievance.

Resolution steps for agents:

1. Check if an existing ticket is open for the same issue — avoid duplicate grievance tickets.
2. L1: Route to the assigned support agent or team lead. First response SLA: 1 hour.
3. L2: If unresolved after 4 hours, escalate to the reporting manager and tag grievance@smcindiaonline.com.
4. L3: If unresolved after 8 hours or 1 business day, escalate to the Grievance Officer.
5. Log disposition code, escalation level, and customer consent for callback.

Customer response template: Your grievance has been registered under reference [Ticket ID]. Our team will respond within 1 hour. If unresolved, your case will be escalated to our Grievance Officer as per SEBI guidelines.