SCODEL Platform: Grievance Redressal Policy
Governing Entity: Neonex STEAM | Domain: www.scodel.link
Effective Date: September 24, 2026
1. Objective and Scope
Neonex STEAM is committed to maintaining the highest standards of integrity, transparency, and operational excellence across the entire SCODEL ecosystem. This policy governs the mechanisms for raising and resolving grievances across all touchpoints, including our web portal, mobile applications, decentralized Web3 infrastructure, and physical hardware nodes (such as the SCODEL AirNode, PortoCafe PLX, and SCODEL Cells).
2. Classification of Grievances
Diagnostic & Assessment Integrity
Concerns related to the Fuzzie Gauge framework, algorithmic routing biases, automated graphology processing, or morphological profiling discrepancies.
Data Sovereignty & Privacy
Issues concerning the handling of biometric metrics, Zero-Knowledge Proofs (ZKPs) validation, or IPFS cryptographic hashing and data retention.
Decentralized Credentialing (Web3)
Disputes regarding the minting, smart contract execution, wallet synchronization, or enterprise verification of Soulbound Tokens (SBTs).
Infrastructure & Platform Functionality
Reports on offline edge-server synchronization failures, captive portal access issues, or WhatsApp Business API (WABA) notification outages.
3. Grievance Redressal Mechanism (GRM)
We employ a strict 3-Tier Escalation matrix to ensure prompt resolutions.
Tier 1: Primary Support & Technical Triage
- Channel: support@neonexsteam.com / www.scodel.link/support
- Timeline: Acknowledgment within 12 hours; resolution within 48–72 hours.
Tier 2: Grievance Officer Escalation
- Channel: grievances@neonexsteam.com
- Process: Manual review of AGI audit trails, decentralized ledgers, and hardware telemetry.
- Timeline: Binding resolution mandate within 7 working days.
Tier 3: Executive Committee Review
- Purview: Chief Executive Officer & Compliance Board.
- Timeline: Final executive determination within 14 working days.
4. Submission Requirements
To ensure rapid processing, all grievances must include the following metadata:
- Registered Platform ID / Decentralized Identifier (DID).
- Module/Hardware identifier or the specific SBT transaction hash.
- A detailed description of the anomaly, including relevant logs and timestamps.
5. Non-Retaliation and Anonymity
Neonex STEAM enforces a strict non-punitive protection policy. Reporting a grievance will result in zero algorithmic downgrading or negative profiling within the Fuzzie Gauge system. Where sensitive integrity disclosures are made, cryptographic anonymity options are available to protect the reporter's identity.