Grievance Redressal Policy

Last updated: March 2026

Under Rule 3(11) of the IT (Intermediary Guidelines) Rules 2021 and the DPDP Rules 2025, InstaKYC is required to appoint a Grievance Officer and publish their contact details. Complaints must be acknowledged within 24 hours and resolved within 15 days.

1. Grievance Officer

InstaKYC has designated the following individual as the Grievance Officer and Data Protection Officer (DPO) for the purposes of the Information Technology Act 2000, IT (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, and the Digital Personal Data Protection Act 2023:

Detail	Information
Name	Chandra Mani Prasad
Designation	Grievance Officer & Data Protection Officer
Organisation	Oriel Inc. (InstaKYC)
Email	grievance@instakyc.in / support@instakyc.in
Mobile	+91 9090686975
Address	599, 17B, Phase 1, Surat Nagar, Gurugram, Haryana – 122001
Working Hours	Monday – Saturday, 10:00 AM – 6:00 PM IST

2. How to File a Grievance

Any user, data principal, or affected party may file a grievance by writing to the Grievance Officer at support@instakyc.in with the subject line "Grievance – [Your Mobile Number]". Please include:

Your full name and registered mobile number
Nature of the grievance (data privacy, service issue, account issue, etc.)
Date and description of the incident
Any supporting evidence (screenshots, transaction IDs, etc.)
Your preferred mode of resolution

3. Resolution Timeline

Stage	Timeline
Acknowledgement of grievance	Within 24 hours of receipt
Initial response / status update	Within 72 hours
Final resolution	Within 15 days of receipt
Data Principal rights requests (DPDP Act)	Within 30 days
Data breach notification	Within 72 hours to Data Protection Board

4. Types of Grievances Handled

Data Privacy: Unauthorized access, data correction requests, data deletion requests, consent withdrawal
Account Issues: Unauthorized transactions, account suspension, login problems
Service Issues: Incorrect verification results, failed API calls, wallet discrepancies
Payment Issues: Refund disputes, wallet not credited, duplicate charges
Legal Requests: Law enforcement requests, court orders, statutory notices

5. Exercise Your Rights Under DPDP Act 2023

As a Data Principal under the Digital Personal Data Protection Act 2023, you have the following rights:

Right to Access: Request a summary of personal data we hold about you
Right to Correction: Request correction of inaccurate or incomplete data
Right to Erasure: Request deletion of your personal data (subject to legal retention requirements)
Right to Grievance Redressal: File complaints with our Grievance Officer
Right to Nominate: Nominate a person to exercise your rights on your behalf
Right to Withdraw Consent: Withdraw consent for data processing at any time

To exercise any of these rights, email support@instakyc.in with subject "DPDP Rights Request – [Your Mobile Number]".

6. Escalation to Data Protection Board

If your grievance is not resolved satisfactorily within the prescribed timeline, you may escalate your complaint to the Data Protection Board of India established under the DPDP Act 2023. Details of the Board will be available at the official MeitY website: meity.gov.in.

7. Nodal Officer for Law Enforcement

For law enforcement agencies requiring data access under legal process, the Grievance Officer also serves as the Nodal Officer. All requests must be submitted in writing with appropriate legal authority documentation to support@instakyc.in.