Grievance Redressal Policy

Effective Date: 25 March 2026  |  Last Updated: 25 March 2026

This Grievance Redressal Policy is published in compliance with Section 13 of the Digital Personal Data Protection Act, 2023 and Rule 6 of the DPDP Rules, 2025, which require every Data Fiduciary to establish an accessible and effective mechanism for Data Principals to register grievances related to the processing of their personal data.

1. Scope

This policy applies to any grievance related to:

  • Collection, processing, storage, or deletion of your personal data by SecNinjaz
  • Exercise of your rights as a Data Principal under the DPDP Act, 2023 (access, correction, erasure, nomination)
  • Withdrawal of consent for data processing
  • Suspected data breaches affecting your personal data
  • Non-compliance with our Privacy Policy or applicable data protection laws
  • Any other concern related to how SecNinjaz handles your personal data

2. Data Protection Officer

In compliance with the DPDP Act, SecNinjaz has appointed a Grievance Officer who also serves as our Data Protection Officer (DPO):

Detail Information
Designation Data Protection Officer
Name Arjun Singh
Email dpo@secninjaz.com
Postal Address 512-514 Best Business Park Plot No.: P2, Netaji Subhash Place, Delhi, 110034
Availability Monday to Friday, 10:00 AM to 6:00 PM IST (excluding public holidays)

3. How to Submit a Grievance

3.1 Via Email (Preferred)

Send an email to dpo@secninjaz.com with:

  • Subject Line: Grievance: [Brief Description]
  • Your Name (or pseudonym if you prefer)
  • Email Address associated with your use of our services
  • Date(s) of Concern — When the issue occurred or was noticed
  • Description of Grievance — Detailed explanation of the issue
  • Relief Sought — What action you would like us to take (e.g., data deletion, correction, explanation)
  • Supporting Evidence (if any) — Screenshots, correspondence, reference numbers

3.2 Via Post

You may also send a written grievance to our registered office:

SecNinjaz Cybersecurity Services
Attn: Data Protection Officer
512-514 Best Business Park Plot No.: P2, Netaji Subhash Place, Delhi, 110034

4. Grievance Resolution Process

4.1 Timeline

Step Action Timeline
1. Acknowledgement We acknowledge receipt of your grievance and assign a unique reference number Within 48 hours of receipt
2. Assessment Our DPO reviews the grievance, gathers relevant information, and assesses the complaint Within 3 business days of acknowledgement
3. Investigation If required, we conduct a detailed investigation involving relevant teams Within 5 business days of assessment
4. Resolution We communicate the outcome and any remedial action taken Within 7 days of receipt (as per DPDP Rules, 2025)
5. Closure Grievance is formally closed with a written response to you Same as resolution

4.2 Process Flow

Grievance Received (Email / Post)
        |
        v
Acknowledgement Sent (48 hours)
  - Reference number assigned
  - DPO notified
        |
        v
Assessment by DPO (3 business days)
  - Nature of grievance classified
  - Relevant data/records retrieved
  - Preliminary determination made
        |
        v
Investigation (if needed) (5 business days)
  - Technical team consulted
  - Logs and records reviewed
  - Third-party processors contacted (if relevant)
        |
        v
Resolution & Communication (within 7 days total)
  - Written response to Data Principal
  - Remedial action taken (if applicable)
  - Explanation provided (if request denied)
        |
        v
Grievance Closed
  - Record maintained for audit
  - Follow-up if needed

4.3 Types of Resolutions

Depending on the nature of your grievance, resolution may include:

Grievance Type Possible Resolution
Data access request Provide summary of personal data held and processing activities
Data correction Correct inaccurate data and confirm correction
Data erasure Delete personal data and confirm deletion
Consent withdrawal Cease processing and confirm; cancel any active/scheduled services
Suspected breach Investigate, notify if confirmed, provide remediation details
Policy non-compliance Investigate, rectify, and update processes if needed
Nomination request Register nominee details as per Section 14 of DPDP Act

5. Escalation

5.1 Internal Escalation

If you are dissatisfied with the initial resolution:

  1. You may request a review by emailing dpo@secninjaz.com with subject "Escalation: [Reference Number]."
  2. The review will be conducted by a senior member of management not involved in the original resolution.
  3. The escalated review will be completed within 7 additional business days.

5.2 External Escalation — Data Protection Board of India

If you remain dissatisfied after the internal escalation process, you have the right to file a complaint with the Data Protection Board of India as established under Section 18 of the DPDP Act, 2023.

Data Protection Board of India:

  • Established under Chapter V (Sections 18-26) of the DPDP Act, 2023
  • Has the power to inquire into data protection complaints
  • May impose penalties as specified in the Schedule to the DPDP Act
  • Complaints may be filed through the official channels published by the Board

Note: For the latest contact details, complaint submission process, and online portal of the Data Protection Board of India, visit the official government website. You may also contact our DPO at dpo@secninjaz.com for assistance in filing a complaint with the Board.

6. Record Keeping

We maintain records of all grievances received and their resolution for:

  • Audit and compliance purposes — Demonstrating compliance with the DPDP Act
  • Process improvement — Identifying systemic issues and improving our data protection practices
  • Legal requirements — As required by the Data Protection Board or courts

Grievance records are retained for 3 years from the date of resolution, after which they are securely deleted. Personal data within grievance records is subject to the same security controls described in our Privacy Policy.

7. No Retaliation

SecNinjaz will not retaliate against any Data Principal for:

  • Filing a grievance under this policy
  • Exercising any rights under the DPDP Act
  • Filing a complaint with the Data Protection Board of India
  • Cooperating with any investigation by the Data Protection Board

8. Accessibility

This Grievance Redressal Policy is:

  • Published on our website at https://secninjaz.com/grievance-redressal-policy
  • Available in English
  • Accessible to all users of our platform and website
  • Provided within our consent notice at the time of data collection

9. Changes to This Policy

We may update this policy to reflect changes in the law, Data Protection Board guidelines, or our internal processes. Material changes will be communicated on our website.

10. Contact

Data Protection Officer

This Grievance Redressal Policy was last reviewed and published on 25 March 2026.