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Customer support

DPDP/DPDPA grievance and data request handling for support teams.

From the first message to the refund, KlaritiQ shows the DPDP/DPDPA grievance duties, timelines and records that may apply at each step of handling a complaint, and what proof to keep.

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No legal jargon · no commitment · every answer backed by evidence
Where the rules bite
Grievance officer and timelines
Indian consumer, e-commerce and IT rules expect a named grievance contact and a response within set times. KlaritiQ shows them where the complaint is received and closed.
"Delete my data."
Under the DPDP/DPDPA Act, people can ask to access, correct or erase their personal data and to withdraw consent. You see those requests as their own path, not lost in the queue.
Refunds
Consumer rules and payment-system timelines can apply to how fast money goes back. You see them at the refund step.
Regulated firms
If you are a lender or payments business, RBI's customer-service and grievance directions may add steps. KlaritiQ shows them when they apply to your profile.
The problem

What usually goes wrong.

Complaints arrive everywhere

Email, in-app chat, WhatsApp, a public review, a post on X. Each channel starts the same obligations.

Data requests hide inside complaints

"Delete my account" or "stop messaging me" is not just a support ticket; it can be a legal request with its own rules.

Some complaints come back through official channels

The National Consumer Helpline, a regulator or an ombudsman may forward a case, and a legal notice can follow.

How it works

Your process, step by step.

  1. 1
    Receive and acknowledge

    When a complaint lands and the bot or agent replies, you see what acknowledgement and reference the rules may expect.

  2. 2
    Identify and route

    When the agent pulls the customer's records and routes the ticket, you see what may apply to looking up and sharing their data internally.

  3. 3
    Investigate and handle data requests

    When the team investigates, or the complaint is really a request to see, correct or delete data, you see the separate rules for each.

  4. 4
    Decide and refund

    When you decide the remedy and issue a refund, you see the timelines and records that may apply.

  5. 5
    Close and escalate

    When you close the ticket, or a case comes back through a helpline, regulator or legal notice, you see what to respond and what to keep.

Deadlines

Response times that may apply to you

Which of these apply depends on what you run. Each is read from the rule itself, and the DPDP Rules item applies once those provisions are in force.

24h / 15d
Grievance officer, IT Intermediary Rules
Acknowledge within 24 hours and resolve within 15 days of receipt. For intermediaries covered by those rules.
90d max
Grievances under the DPDP Rules
You set and publish a response period, and it may not exceed 90 days.
30d
Digital lending complaints, RBI
A borrower can escalate to RBI if there is no reply within 30 days of the lender receiving the complaint. For lenders.

See every deadline KlaritiQ tracks

What you get

A map, a certainty label and the proof.

A step-by-step map of your support process

The rules that may apply at each step.

A certainty label on every item

So your team knows what is fixed and what needs judgment.

A proof list

Acknowledgements, timestamps and closure records that show you handled it properly.

Who it is for

Built for your team.

Founders, support and CX leads, operations heads and compliance owners at Indian consumer apps, D2C brands, marketplaces and regulated fintechs.

Common questions

Straight answers

A named contact people can reach with complaints about how you handle their personal data. You publish the contact and the response time you work to, and under the DPDP Rules that period may not exceed 90 days. KlaritiQ shows where a complaint or data request is received and closed.

Turn every complaint into a clean record.

See what applies to your complaints process with the founders at KlaritiQ.

KlaritiQ provides information about laws and regulations to help organisations understand how rules may apply to their processes. It is not legal advice and does not create a lawyer-client relationship. Rules change, and how they apply depends on your facts; consult a qualified professional before acting. Law names are given for reference only. © KlaritiQ.