Grievance Redressal Policy

Introduction

At Pentafox Technologies Private Limited, we are committed to ensuring transparent, fair, and efficient handling of customer grievances. This Grievance Redressal Mechanism is established in accordance with the provisions of the Credit Information Companies (Regulation) Act, 2005 (CICRA), the Credit Information Companies Regulations, 2006, and other applicable regulatory requirements governing the access and handling of Credit Information.

1. Objective of Grievance Redressal Policy

The objective of this Grievance Redressal Mechanism is to:

• Provide a structured mechanism for receiving, addressing, and resolving customer grievances.

• Ensure timely resolution of complaints relating to Credit Reports and Credit Information.

• Maintain transparency, accountability, and fairness in grievance handling.

• Provide a clear escalation mechanism for unresolved complaints.

• Ensure compliance with applicable regulatory requirements issued by RBI and Credit Information Companies (CICs).

This mechanism applies to grievances relating to the products, services, and Credit Information practices of Pentafox Technologies Private Limited.

2. Procedure for Grievance Redressal Mechanism

A grievance refers to any expression of dissatisfaction made by a customer regarding the Company's products, services, conduct, or Credit Information related activities.

Channels for Submission of Grievances

Customers may submit their grievances through any of the following channels: Email: support@pentafox.in Website: Through the Contact Us page or the Grievance Form available on the Company's website. Postal Address: Pentafox Technologies Private Limited 4th Floor, Jeyam Towers, TS 78, Ward No. 25, 66C Annamalai Gounder Layout, Opposite to Nalli Hospital, Erode – 638001, Tamil Nadu, India.

Customers are encouraged to provide:

• Full Name

• Registered Email Address

• Mobile Number

• Description of the grievance

• Supporting documents (if applicable)

to facilitate prompt investigation and resolution.

Grievance Handling Process

Acknowledgement

All grievances shall be acknowledged within 48 hours of receipt.

Review and Investigation

The grievance shall be reviewed by the concerned team. Additional information or supporting documents may be requested wherever necessary.

Resolution

The grievance shall be resolved within the applicable Turn-Around Time (TAT). The resolution shall be communicated through the customer's registered email address or other registered contact details.

Closure

A grievance shall be considered closed when:

• The customer confirms satisfaction with the resolution; or

• No response is received from the customer within a reasonable period after communication of the resolution.

Credit Information Related Grievances

This mechanism specifically covers grievances relating to:

• Access to Credit Reports

• Accuracy of Credit Information

• Usage of Credit Information

• Consent-based retrieval of Credit Information

• Disputes relating to data sourced from Credit Information Companies (CICs)

The Company is committed to handling all Credit Information related grievances in compliance with applicable regulatory requirements.

3. Procedure for Consent Withdrawal

Where Credit Information has been accessed based on the customer's consent, such consent may be withdrawn through the following channels.

Channels

Email: support@pentafox.in Website: Through the designated Consent Withdrawal Form available on the Company's website, wherever applicable.

Consent Withdrawal Process

The following process shall be followed:

1. The customer submits a Consent Withdrawal request.

2. Identity verification may be conducted.

3. Upon successful verification, the customer's consent shall be revoked.

4. All Credit Information stored by the Company shall be deleted.

5. Confirmation of completion of the Consent Withdrawal process shall be communicated to the customer.

Important Note

• Credit Information stored by the Company shall be deleted upon successful processing of the Consent Withdrawal request.

• Deletion shall be completed within the applicable Turn-Around Time (TAT).

• Permanent logs of Consent Capture and Consent Withdrawal shall be maintained by the Company for audit and verification purposes.

4. Escalation Matrix

If a grievance is not resolved within the prescribed Turn-Around Time, the customer may escalate the matter as follows.

Escalation for Consent Withdrawal

If the Consent Withdrawal request is not acknowledged or processed within the prescribed Turn-Around Time (TAT), the customer may escalate the matter directly to the Grievance Officer using the above Escalation Matrix.

5. Confidentiality

All customer information and Credit Information shall be handled securely and confidentially.

Access to such information shall be restricted only to authorized personnel on a need-to-know basis and shall be processed in accordance with applicable regulatory and legal requirements.

6. Adoption and Review

This Grievance Redressal Mechanism has been approved by the Board of Directors of Pentafox Technologies Private Limited.

The policy shall be reviewed at least annually or earlier, if required, due to changes in:

• RBI Guidelines

• CIC Regulations

• Credit Information Companies (Regulation) Act, 2005 (CICRA)

• Business Processes

• Internal Governance Framework

Any amendment to this policy shall be approved by the competent authority before implementation.

Effective Date

This Grievance Redressal Mechanism shall become effective from 05 May 2026 and shall remain in force until it is amended, revised, or superseded by the Board of Directors of Pentafox Technologies Private Limited.

Version Control

Privacy Rights and Contact Information

We respect your legal rights regarding your personal data. For detailed information regarding the collection, processing, and protection of personal information, please refer to our Privacy Policy.

Privacy Policy: https://pentafox.in/privacy

For any queries regarding this Grievance Redressal Mechanism, please contact:

Email: support@pentafox.in

Changes to this Mechanism

Pentafox Technologies Private Limited reserves the right to modify or update this Grievance Redressal Mechanism from time to time in accordance with applicable laws, regulatory requirements, or business needs.

Where significant changes are made, the updated version shall be published on the Company's website and shall become effective from the date of publication unless otherwise specified.