Grievance Policy

In today’s competitive era and constantly evolving business, we at Advove Medios Pvt. Ltd. take pride in keeping our customers at the center of all our strategies and initiatives, and are committed to deliver best in class customer services to all our existing and new customers at all times.

As a service organization we promote "Best in Digital Marketing" and hence feedback from our valued customers forms an integral part of all decisions taken by the organization. The feedback provided by our customers is treated as an asset to the organization, evaluated and customized to improve our products and services.

This policy document aims at communicating the various mechanisms available for our customers to reach out to us, our service guarantee and timelines by which we will try and ensure resolution to our customer concerns.

Our Principles:

Customers remain the Key focus for all initiatives and strategies developed at Oglas.

"Delighted" customers are a necessity for business growth and survival.

Our Customers and their feedback is treated as the most valuable asset for the organization, forming the foundation for development and innovation.

We endeavor to simplify our customer’s life through our innovations and product offerings.

Constantly evolve and invest in our grievance redressing systems for a seamless service delivery.

Our Promise:

All grievances will be dealt with, promptly and courteously.

We promise to resolve any or all issues faced by our customers effectively and within the communicated time frame.

The company has a dedicated Customer Engagement Centre under the Customer Service Department (CSD) to manage App users and Advertisers queries and ease out grievances if any.

We Value your Feedback:

All customers have the right to share their feedback or complaint in case they find our services are not meeting their expectations or are dissatisfied with any interaction with any of our staff members. The Customers can send in their Queries, Requests or Complaints in the following ways:

  1. Over Phone : Customer Engagement Centre- Customers can call us on (Toll free No. 1800-200-3939 without any charges), between 09:00 AM to 6:00 PM, 6 Days working (National Holidays excluded).
  2. Over Email: Sending us an email on
  3. Contact Us section: Customers can choose the contact us section on our website or using the contact us option in the APP (Android).

These mechanisms are dedicated for redressing our customer complaints, providing online resolution wherever possible, and capturing valuable feedback regarding our services.
On receiving customer feedback, our executives would reach out to the customers and ensure that all grievances are redressed within a predefined timeframe as communicated below.
If the complaint is not resolved within the given timelines or the response is unsatisfactory the customer can choose to escalate the concern with relevant details such as Complaint Reference Number provided at the time of raising the initial complaint. The escalation methodology is mentioned in this policy under the Escalation Section.
Note : escalations without a complaint reference number will not be treated as complaints.

Complaint TypeAndEstimated Timeline:

  1. Money Transfer: Account to Account 7 working days for reversal of credit.
  2. E-recharge transaction failure 7 Working Days
  3. Bill payment related issues 3 Working Days
  4. Account related issues 2 - 5 Working Days

Acknowledgement of Grievances:

Customer Engagement Centre team will acknowledge the grievance immediately on the receipt of complaint in the form of:

  1. Auto response in case of Emails from Contact us section.
  2. Direct Emails.
  3. Answering the calls at the call centre: In all the scenarios a reference number would be provided for all future communication around the particular complaint.
  4. The customer will also be kept informed on the progress towards the final resolution, or will communicate any delays in redressing the concern.
  5. All complaints would be closed based on the customer’s feedback only and acceptance of closure.

Customer Grievance Redress Escalation:

As "Customer Delight" our priority, we are committed to provide Best Experience to all our customers. We extend a level 2 escalation matrix to all our customers.

Escalation: Level 2

In case the customer is not satisfied with the:

  1. Resolution provided by Level 1 executives.
  2. Behavior of any representative or staff member at Oglas.
  3. Breach in the above mentioned timelines.

The customer may choose to escalate the concern using the below mentioned methods:

Write to us at:

  1. Customer Service Department.
  2. Advove Medios Pvt Ltd,
    C-22/10, NOIDA SECTOR-57, UTTAR PRADESH 201301
  3. Email ID: 

  4. All escalations received with the required details such as reference number provided at Level 1, contact details (both phone & email) would be addressed within forty eight (48) working hours up to a max of seven (7) days in special cases pertaining to third party transactions.