Grievance Redressal
This page tells you how to raise a complaint, query, or request relating to Realzent or to the personal data we process about you. It also identifies our designated Grievance Officer under Section 8(9) of the Digital Personal Data Protection Act, 2023 and Rule 11 of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
1. Our Grievance Officer
Designated Grievance Officer
- Name
- Mr. Subesh Kumar
- Designation
- Grievance Officer, Decipher Consultancy Services
- [email protected]
- Phone
- +91 9911202099
- Hours
- Monday – Saturday, 10:00 AM – 7:00 PM IST
- Address
- Decipher Consultancy Services, India
2. What you can raise
The Grievance Officer handles complaints and requests including:
- Privacy and personal-data concerns (access, correction, erasure, withdrawal of consent, portability where applicable).
- Issues with billing, invoices, refunds, or cancellation.
- Reports of unlawful, infringing, or abusive content on the Platform.
- Reports of impersonation or unauthorised access to your Account.
- Security vulnerabilities or suspected breaches (please use “Security Disclosure” in the subject line).
- Any other dispute related to the Service.
3. How to raise a grievance
Write to [email protected] with:
- A clear subject line (e.g. “Data Access Request — Realzent” or “Billing Dispute — Realzent”).
- Your registered email and business name (so we can identify your Account).
- A detailed description of the issue and the outcome you are seeking.
- Any relevant supporting documents (screenshots, invoice numbers, transaction IDs).
You may also call +91 9911202099 during business hours. For non-urgent matters, email is preferred so we have a written record.
4. Timelines
| Stage | Timeline |
|---|---|
| Acknowledgement of your complaint | Within 24 hours of receipt |
| Investigation and substantive response | Within 30 calendar days, except where additional time is needed and you are informed in writing |
| Personal-data requests (access, correction, erasure) | Within the timelines prescribed by the DPDP Act and Rules |
| Removal of clearly unlawful content (illegal, child-sexual-abuse, terrorism-related) | Within 24 hours of receipt, as required by IT Rules |
5. Escalation
If you are not satisfied with the resolution provided by our Grievance Officer:
- You may request a review by writing again with subject “Escalation — Grievance Officer Response”.
- You may approach the Data Protection Board of India (the statutory body under the DPDP Act) at the address notified by the Central Government from time to time.
- For consumer disputes you may approach the consumer forum having jurisdiction under the Consumer Protection Act, 2019.
- Indian courts at Delhi have non-exclusive jurisdiction over disputes related to the Service.
6. What we will not do
- We will not retaliate against any user who raises a grievance in good faith.
- We will not respond to anonymous threats, abusive messages, or requests that lack basic verification of identity.
- We will not entertain blanket data-fishing requests on behalf of third parties without lawful authority.
7. Children and persons with disabilities
If the affected Data Principal is a child or a person with a disability who has a lawful guardian, the grievance must be raised by the parent or guardian, and verification of guardianship will be required before we act.
Read next: Privacy Policy · Refund Policy · Cancellation Policy