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Customer Care & Complaint Redressal
1. Customer Care Overview
Spectra is committed to delivering high-quality services and ensuring prompt resolution of customer concerns. Customers can reach out through multiple channels for service requests, complaints, and support.
2. Consumer Care Contact Details
Toll-Free Number - 1800 121 5678
Email Support - support@spectra.co
Registered Office - A-60, Naraina Industrial Area, Phase-I, New Delhi – 110028
3. Complaint Centre Details
Customers can register complaints via:
Call (Customer Care Number) - 1800 121 5678
Email - support@spectra.co
Website / Customer Portal - https://one.spectra.co/
Each complaint will be assigned a unique reference number.
4. Procedure for Lodging Complaints
- Register complaint through the available channels
- Receive an acknowledgment with a reference number
- Support team reviews & resolves the complaint
- Receive confirmation upon closure
5. Time Limits & Responsibility
| Complaint Type | Resolution Time Limits |
|---|---|
| Complaint Acknowledgement | Immediate / within 4 hrs |
| Fault Ticket Generation | Same day |
| Service Fault / No Connectivity | Within 3 Working days |
| Speed / Technical Complaint | Within 3 Working days |
| Service closure request | Within 7 working days |
| Security deposit refund after closure | Within 45 days |
| Billing complaint resolution | Within 4 weeks |
| Credit/waiver after billing complaint resolution | Within 1 week |
6. Escalation Matrix
- Level 1 Customer Support
- Level 2 Nodal Officer
- Level 3 Appellate Authority
For full details, visit: Escalation Chart
7. Appellate Authority Details
Name: Mr. Abhishek Saxena
Designation: DGM
Office: Shyam Spectra Pvt. Ltd., Gurugram
Email: abhishek.saxena@spectra.co
Phone: 8826874024
Appeal Timeline: Acknowledgement within 2 hours. Resolution as per service request TAT.
