Grievance Redressal Mechanism

1. Grievance Redressal Framework

Involex Software Solutions is committed to resolving user complaints, service concerns, and personal data inquiries promptly, fairly, and transparently. In accordance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Section 12 of the Digital Personal Data Protection Act, 2023, we have appointed a dedicated Grievance Officer.

2. Resolution Process & Statutory Timelines

When you file a grievance with our office, we adhere to strict resolution milestones:

• Acknowledgement: Every written grievance will be acknowledged with a unique complaint ticket reference within 24 to 48 hours of receipt.
• Investigation: Our technical and legal teams will review the underlying issue (e.g. billing disputes, account access lockouts, or data rectification).
• Resolution: The grievance will be resolved and formal notification issued within 15 working days from the date of receipt, as mandated under applicable Indian regulations.

3. Data Subject Rights (DPDP Act 2023)

Under the Digital Personal Data Protection Act, 2023, data principals (registered business owners and individual users) are entitled to:

• Right to Access: Request a summary of personal and operational data processed by Involex.
• Right to Correction & Erasure: Request rectification of inaccurate records or permanent deletion of personal data.
• Right to Withdraw Consent: Revoke consent for promotional messaging or optional telemetry processing.
• Right of Grievance Redressal: Direct escalation to the Grievance Officer in case of unresolved concerns.

To exercise any of the above statutory rights directly, you can submit an online Data Request Form or email [email protected].

4. Escalation Matrix

If your concern is not satisfactorily addressed within 15 working days, you have the right to file an appeal with the Data Protection Board of India (DPBI) in accordance with Section 13 of the Digital Personal Data Protection Act, 2023.