Grievance redressal
How to complain, who handles it, how quickly we respond, and where to escalate if we do not resolve it.
- Effective
- 26 July 2026
- Version
- 1.0
If something has gone wrong, this page tells you exactly who to contact and what happens next. You do not need an account to raise a complaint, and there is no charge.
1.Grievance Officer
Grievance Officer
[the name of your Grievance Officer]
[your registered company name] ([your entity type, for example a private limited company]), operating as DropTheDoc
[your full registered office address]
Email: grievance@dropthedoc.xyz
Working hours: Monday to Friday, 10:00 to 18:00 India Standard Time, excluding public holidays.
Appointed under Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020, section 13 of the Digital Personal Data Protection Act, 2023, and Rule 5(9) of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011.
2.What you can raise
Type of complaint
Unlawful or abusive content
Where to send it
Examples
A fraudulent document, impersonation, infringement of your copyright or trademark, or content in one of the categories listed in the acceptable use policy.
Type of complaint
Privacy and data protection
Where to send it
Examples
Access, correction, erasure or portability requests, withdrawal of consent, an objection to processing, or a concern about how your data has been handled.
Type of complaint
Security
Where to send it
Examples
A suspected vulnerability, an account you believe has been compromised, or a signature you did not apply.
Type of complaint
Billing and refunds
Where to send it
Examples
An incorrect charge, a refund that has not arrived, or an invoice that needs correcting.
Type of complaint
Service and support
Where to send it
Examples
Something is broken, or you cannot do something you should be able to.
Type of complaint
Anything unresolved
Where to send it
Examples
Any complaint the team above has not resolved to your satisfaction. The Grievance Officer reviews it independently.
3.How quickly we respond
We work to the shortest deadline that applies to your complaint, rather than the most generous one.
Stage
Acknowledgement, with a ticket number
Timeline
Within 24 hours of receipt
Requirement it meets
Rule 3(2)(a)(i) of the IT Rules, 2021
Stage
Removal or disabling of access to content that is unlawful on its face, including material that exposes a person's private area, shows nudity or a sexual act, or is impersonation including morphed images
Timeline
Within 24 hours of a valid complaint
Requirement it meets
Rule 3(2)(b) of the IT Rules, 2021
Stage
Action on a court order or a notification from an appropriate government agency
Timeline
Within 36 hours
Requirement it meets
Rule 3(1)(d) of the IT Rules, 2021
Stage
Information sought by an authorised government agency for verification of identity, or for prevention, detection, investigation or prosecution of an offence
Timeline
Within 72 hours of a lawful order
Requirement it meets
Rule 3(1)(j) of the IT Rules, 2021
Stage
Resolution and a reasoned response
Timeline
Within 15 days of receipt
Requirement it meets
Rule 3(2)(a) of the IT Rules, 2021, and section 13 of the DPDP Act, 2023
Stage
Consumer complaints
Timeline
Acknowledged within 48 hours, redressed within one month
Requirement it meets
Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020
Stage
Data protection rights requests
Timeline
As set out in privacy policy clause 12
Requirement it meets
GDPR Article 12(3), CCPA, DPDP Act
If a complaint needs longer, for example because it depends on a third party, we will tell you before the deadline, explain why, and give you a date.
4.How to raise a complaint
Email the address for your complaint type from the table in clause 2. To help us act quickly, include:
- Your name and a contact email address.
- What happened, and what you would like us to do about it.
- The document identifier, if it concerns a specific document. It appears in the email you received and at the foot of the signing page.
- The sender's email address, if you received a document you believe is fraudulent.
- For an intellectual property complaint, enough detail to identify the work and your rights in it, and a statement that you believe in good faith that the use is not authorised.
- Any screenshots or headers that show the problem.
If you think you have been targeted by fraud
Do not sign the document. Do not reply to the sender. Forward the email to grievance@dropthedoc.xyz with full headers, and if money has already moved, report it to your bank immediately and to the National Cyber Crime Reporting Portal at cybercrime.gov.in or on 1930 if you are in India.
5.What we do with it
- We acknowledge it and give you a ticket number.
- We investigate. Where a complaint concerns a document, we may need to contact the account holder who sent it. We do not disclose your identity to them unless we need to in order to resolve the complaint, or the law requires it, and we will tell you first if we do.
- We act. That may mean removing or disabling access to content, suspending an account, correcting an error, issuing a refund, or explaining why we are not going to do any of those.
- We give you a reasoned written response. If we decline, we say why.
- We keep a record of the complaint and its outcome.
Where we act as a processor for an account holder rather than as controller, we may have to route your request to them. We will tell you when that is the case, and who to ask.
6.If you are not satisfied
Reply to the Grievance Officer and say why. A different person will review the decision. After that, you can escalate outside the company, and nothing here requires you to come to us first.
Where you are
India, data protection
Who to approach
The Data Protection Board of India, under section 13(3) of the DPDP Act, 2023, after exhausting the process above.
Where you are
India, consumer matters
Who to approach
The District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, or the National Consumer Helpline on 1915 or at consumerhelpline.gov.in.
Where you are
India, intermediary decisions
Who to approach
A Grievance Appellate Committee constituted under Rule 3A of the IT Rules, 2021, within 30 days of our decision.
Where you are
India, cybercrime
Who to approach
The National Cyber Crime Reporting Portal at cybercrime.gov.in, or 1930.
Where you are
EEA
Who to approach
The data protection supervisory authority of your member state, under GDPR Article 77.
Where you are
United Kingdom
Who to approach
The Information Commissioner's Office at ico.org.uk.
Where you are
Elsewhere
Who to approach
Your national data protection or consumer authority. Tell us who they are and we will engage with them.
7.Records
We keep a record of every complaint, what we did and how long it took, and we review them to find the problems worth fixing at the root. Where the law requires us to publish periodic compliance reports, we will publish them here.
Version history
- Version 1.0 · 26 July 2026
First publication.