Grievance Policy

Introduction

SKYBER Technologies is committed to maintaining transparency, trust, and accountability in all client interactions. This Grievance Policy outlines the process for raising and resolving complaints efficiently.

Purpose of the Grievance Policy

The purpose of this policy is to ensure every client has a clear, fair, and accessible method to report concerns related to services, billing, communication, or any dissatisfaction.

Definition of a Grievance

A grievance is a formal complaint raised by a client when they experience issues, dissatisfaction, or concerns regarding the company's services, support, conduct, or deliverables.

Scope of the Policy

This policy applies to all clients, service users, partners, and stakeholders interacting with SKYBER Technologies across any project, service, or communication channel.

How to Submit a Grievance

Clients can submit grievances through the official email:

📩 grievance@skyber.dev

When submitting the grievance, the client should include:

• Full name and contact details
• Project or service involved
• Description of the issue
• Relevant screenshots or documents (if applicable)

Response & Resolution Time

SKYBER assures an initial response within 30 minutes of receiving the grievance.

Standard resolution time varies based on case severity but generally ranges between 1–48 hours.

Confidentiality

All grievances are handled with complete confidentiality. Client information and case details will not be shared with unauthorized parties.

Responsibilities

• Client: Provide accurate information regarding the issue.
• SKYBER Team: Investigate, respond promptly, and provide a fair resolution.
• Management: Oversee grievance handling and ensure policy compliance.

Escalation Process

If the client is not satisfied with the initial resolution, the issue may be escalated internally to senior management for further review and final decision-making.

Conclusion

SKYBER Technologies is dedicated to delivering reliable, ethical, and client-focused services. This Grievance Policy ensures every concern is heard, evaluated, and resolved promptly—reflecting our commitment to customer satisfaction and continuous improvement.