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ODR Circular

Subject: Adoption of Online Dispute Resolution Mechanism
Issued By: CSS Realty (A Division of Corporate Secure Services Pvt. Ltd.)
Date: [Insert Date]

Dear Valued Clients and Stakeholders,

In line with our continued commitment to transparency, efficiency, and client satisfaction, CSS Realty is pleased to announce the implementation of an Online Dispute Resolution (ODR) mechanism for resolving client grievances and disputes in a timely and structured manner.

This initiative is aligned with the evolving regulatory environment and best practices recommended by authorities, including the Reserve Bank of India (RBI) and the Ministry of Electronics and Information Technology (MeitY), to strengthen consumer protection and alternative dispute resolution frameworks in India.

Purpose of the ODR Mechanism

The purpose of this ODR system is to offer:

• A seamless, digital-first platform for registering and tracking grievances
• Time-bound resolution of disputes related to real estate transactions, advisory services, investment facilitation, or any service-related concerns
• Transparency in communication between CSS Realty and its clients or partners
• Access to neutral third-party mediation, if required, to ensure fair resolution

Scope of the ODR Platform

This mechanism is applicable for disputes arising from:

• Real estate advisory services rendered by CSS Realty
• Investment offerings such as SM REIT participation
• Property transactions facilitated by our team
• Any service-related issues or discrepancies in documentation

How It Works

1. Lodging a Complaint:
   Clients can file their complaint or grievance through our ODR portal at [Insert ODR platform URL or contact email].
2. Acknowledgment:
   An acknowledgment of receipt will be shared within 48 hours of submission.
3. Resolution Timeline:
   We aim to resolve all complaints within 15 working days. Complex cases may require additional time, in which case the client will be informed accordingly.
4. Escalation to Neutral Mediation (If Necessary):
   If the matter remains unresolved, it may be escalated to a certified neutral mediator or third-party dispute resolution body, as per ODR norms.

Confidentiality and Fair Practice

All matters submitted through the ODR mechanism will be handled with utmost confidentiality and impartiality. Our objective is to maintain trust, fairness, and transparency throughout the resolution process.

Contact for ODR Queries

For questions regarding our ODR process, please contact:

Grievance Redressal Officer
CSS Realty
Corporate Secure Services Pvt. Ltd.