NRILegal360
Legal & Compliance framework

Grievance Redressal Architecture

Effective Date: January 1, 2026
Version: 2.0 (Escalation Matrix)
Executive Summary: The NRILegal360 platform was constructed specifically to mitigate the opacity and frustration traditionally associated with managing Indian legal matters. In the event a structural failure or communication breakdown occurs, we have implemented a rigid, multi-tiered escalation matrix to resolve the grievance efficiently.

Level 1: Matter Administrator Review

The primary point of contact for any active mandate is your assigned Architectural Coordinator within the secure portal. If you experience delays or require clarification on updates provided by the empanelled advocates, you must raise a formal 'Status Request Flag' via the dashboard. The coordinator is mandated to provide a structured timeline or explanation within 48 business hours.

Level 2: Principal Architect Escalation

If the Level 1 resolution is unsatisfactory, or if the grievance pertains directly to a failure in executing the established 'Scope Clarity Document', the matter is escalated to the Principal Architect overseeing that geographic jurisdiction. This escalation is triggered automatically if a Level 1 flag remains unaddressed for 96 hours. The Principal Architect will conduct an audit of the matter's trajectory and issue a binding rectification plan.

Level 3: Grievance Officer (Platform Level)

For disputes regarding platform infrastructure, data privacy breaches (DPDP Act), financial billing discrepancies against the agreed scope, or the gross negligence of an empanelled entity, a formal complaint must be lodged with the statutory Grievance Officer.

  • Email Protocol: grievance@nrilegal360.com (Must initiate from your registered email).
  • Required Data: Mandatory inclusion of your unique Matter ID, a chronological outline of the failure, and the specific remediation requested.
  • Statutory Timeline: The Grievance Officer will acknowledge the claim within 24 hours and issue a final structural resolution within 15 working days.

Jurisdictional Governance

All agreements utilizing the NRILegal360 coordination mechanism are strictly governed by the substantive laws of India. Any irreconcilable disputes arising directly from the utilization of the platform's routing services (independent of the actual legal mandate executed by the empanelled advocate) shall be subject to the exclusive jurisdiction of the competent courts in New Delhi, India.

Need to initiate an escalation?

Access Secure Dashboard