Grievance Redressal Policy

1. Our Commitment

Oquilia is committed to providing a high-quality, accurate, and transparent financial intelligence platform. We take user feedback and complaints seriously. This Grievance Redressal Policy establishes a clear and fair process for users to raise concerns about the Platform, our content, data accuracy, or any issue they experience while using our services. We are committed to resolving all genuine grievances in a timely manner.

2. What Constitutes a Grievance?

A grievance is any complaint, concern, or dissatisfaction expressed by a user in relation to:

• The accuracy, completeness, or currency of information published on the Platform, including insurance data, financial data, or calculator outputs.
• Misleading, incorrect, or outdated content that may affect a user's understanding of a financial product.
• Privacy or data handling concerns, including how personal information is collected, stored, or used.
• Technical issues with Platform features such as calculators, comparison tools, or account functionality.
• Concerns about advertising content displayed on the Platform.
• Any conduct by Oquilia that the user believes is unfair, deceptive, or contrary to applicable regulations.

3. Grievance Officer

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and consistent with good practices under the IRDAI framework for digital financial platforms, we have designated a Grievance Officer:

4. How to File a Grievance

You may submit a grievance through any of the following channels:

• Email: Send your grievance to grievance@oquilia.com with the subject line “Grievance — [brief description]”.
• Contact form: Use the contact form on our Contact page and select “Grievance” as the subject category.

When filing a grievance, please include your name, email address, a clear description of the issue, the specific page or feature of the Platform involved, and any supporting information (such as screenshots or URLs). The more detail you provide, the faster we can investigate and respond.

5. Grievance Resolution Process

Our grievance resolution process follows these steps:

1. Acknowledgement: We will acknowledge receipt of your grievance within 48 hours of receiving it. You will receive a reference number for tracking purposes.
2. Investigation: Our Grievance Officer will review the complaint, gather relevant information from our content and technical teams, and assess whether the grievance is valid and actionable.
3. Resolution: We aim to resolve all grievances within 15 calendar days of receipt. Where resolution requires more time (for example, due to a complex data accuracy issue requiring external verification), we will inform you of the expected timeline and provide interim updates.
4. Communication: We will communicate our findings and any corrective action taken via the email address you provided. If we find that the complaint is valid, we will make the necessary corrections to the Platform and inform you of what was changed.
5. Closure: A grievance will be considered closed upon our communication of the resolution to you. If you are not satisfied with the resolution, you may escalate the matter using the process described in Section 6 below.

6. Escalation

If you are not satisfied with the resolution provided by our Grievance Officer, you may escalate your complaint through the following channels, depending on the nature of the grievance:

• Insurance-related content complaints:You may escalate to the IRDAI's consumer grievance portal, Bima Bharosa, available at bimabharosa.irdai.gov.in. Please note that IRDAI's grievance portal is primarily for complaints against licensed insurers; complaints about content on informational platforms should first be resolved through our internal process.
• Digital platform and data complaints: You may lodge a complaint with the Ministry of Electronics and Information Technology (MeitY) under the IT (Intermediary Guidelines) Rules through their designated portal.
• Consumer disputes: You may approach the appropriate consumer disputes redressal forum under the Consumer Protection Act, 2019.

7. Important Note: Oquilia Is Not an IRDAI-Licensed Entity

Oquilia is a financial information and educational platform. We are not an IRDAI-licensed insurance broker, insurance agent, insurance marketing firm, or web aggregator. We do not sell, solicit, or distribute insurance products. Our insurance content is editorial analysis for informational purposes. Grievances related to the actual purchase, claim settlement, or servicing of an insurance policy must be directed to the relevant insurance company and, if unresolved, to IRDAI through the Bima Bharosa portal.

8. Updates to This Policy

We may update this Grievance Redressal Policy from time to time to reflect changes in regulations or our internal processes. Material changes will be reflected in the “Last updated” date at the top of this page.