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Suggested Mechanism to Redress Grievances of Data Principal

To effectively redress grievances of Data Principals under the Digital Personal Data Protection Act, 2023 (DPDP Act), a company should implement a clear, accessible, and time-bound grievance redressal mechanism. Below are practical, compliant, and user-friendly mechanisms:

✅ Effective Grievance Redressal Mechanisms for Data Principals

  1. Dedicated Grievance Portal or Webpage
  • Create a Data Protection & Privacy Helpdesk on your website or app.
  • Include:
    • A simple form to submit grievances
    • DPO contact details
    • FAQs on data rights
    • Real-time ticket tracking (optional)

👉 Example: www.yourcompany.com/privacy-complaints

 

2. Single-Point Contact (Data Protection Officer / Grievance Officer)

  • Appoint a dedicated officer with:
    • Published name, email, and contact number
    • Office hours and response timeline
    • Responsibility to respond within 7 working days (as mandated by law)

 

3. Email-Based Redressal System

  • Set up a dedicated email ID, such as:
    • privacy@yourcompany.com
    • dpo@yourcompany.com
    • Acknowledge receipt automatically and track resolution timelines.

 

4. Grievance Acknowledgment & Escalation Workflow

  • Set up a 3-stage system:
    1. Acknowledge grievance within 24–48 hours.
    2. Respond with resolution within 7 working days.
    3. Escalation mechanism if the grievance is not resolved (e.g., to a Compliance Officer or senior management).

 

5. Multichannel Support

  • Accept grievances through:
    • Email
    • Website/app form
    • Toll-free customer service line (if applicable)
    • WhatsApp chatbot (if feasible)

 

6. In-App Privacy Controls & Grievance Features

If you offer an app, provide:

  • A “My Data” or “Privacy Settings” section
  • Built-in grievance or “Contact Privacy Officer” button
  • History of previous requests or complaints

 

7. Recordkeeping & Audit Trail

Maintain:

  • Logs of grievance submissions and resolutions
  • Summary reports for internal audits and regulatory inquiries
  • Tracking system for closure within statutory timelines

 

8. Periodic Awareness & Training

  • Train employees (especially customer-facing teams) on how to handle data-related complaints.
  • Conduct mock drills or internal audits of grievance closure timelines.

 

9. Annual Public Disclosure (Best Practice)

  • Publish anonymized statistics of:
    • Number of grievances received and resolved
    • Average resolution time
    • Key actions taken
    • This builds trust and demonstrates compliance.

 

Disclaimer: The information contained in this Article is intended solely for personal non-commercial use of the user who accepts full responsibility of its use. The information in the article is general in nature and should not be considered to be legal, tax, accounting, consulting or any other professional advice. We make no representation or warranty of any kind, express or implied regarding the accuracy, adequacy, reliability or completeness of any information on our page/article. 

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