Grievance Redressal

As required by the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023.

If you have a grievance about our services, privacy practices, content, or any other matter related to Patherle, we are committed to resolving it promptly and fairly.

Grievance Officer

Our Grievance Officer is your primary point of contact for all complaints. They are empowered to investigate, escalate internally, and respond on behalf of Patherle.

How to File a Grievance

1. Email us at grievance@patherle.com with the subject line: Grievance – [Brief description]
   Include: your name, registered email, description of the issue, and any supporting screenshots or reference IDs.
2. Receive acknowledgement - We will acknowledge your grievance within 24 hours with a ticket reference number.
3. Investigation - We will investigate and may request additional information. Complex cases involving third-party integrations (WhatsApp, Razorpay, ERPs) may require coordination with those providers.
4. Resolution - We will provide a final response within 30 days of receiving your grievance. Where resolution requires more time, we will send an interim status update within 15 days.

What Grievances We Handle

• Privacy complaints - incorrect data, data not deleted after request, data breach notification
• Content complaints - unlawful content processed through the platform
• Account disputes - incorrect billing, wrongful suspension, access issues
• Service complaints - downtime, data loss, incorrect AI responses causing business harm
• DPDP Act 2023 rights - access, correction, portability, erasure requests not fulfilled
• IT Act 2000 complaints - cyber incidents, unauthorised access to your account

Escalation - Data Protection Board of India

If you are not satisfied with our resolution, you may escalate your complaint to the Data Protection Board of India once it is constituted under the DPDP Act 2023. We will comply fully with any directions issued by the Board.

For general consumer disputes, you may approach a Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

For Data Subject Requests

To exercise your DPDP rights (access, correction, erasure, portability) directly:

• Erasure & Portability: Settings → Account & Data (in-app, instant)
• Correction: Edit directly in your account settings, or email us
• Access request: Use the "Export My Data" button in Settings, or email the Grievance Officer