# DPDP Grievance Redressal
Effective from 9 May 2026. Version 1.1.0.
This Grievance Redressal page sets out how a Data Principal raises a grievance with ElevateFinance under the Digital Personal Data Protection Act 2023 (the "**Act**"), how ElevateFinance responds, and how the matter is escalated where the Data Principal is not satisfied. It is read together with the Privacy Policy, the Terms of Service, the Acceptable Use Policy, and the Data Processing Agreement (the "**DPA**").
## Defined terms
In this page:
- "**ElevateFinance**" means ElevateFinance Private Limited acting
as Data Fiduciary under Section 2(i) of the Act.
- "**Data Principal**" means a natural person to whom Personal Data
relates, within the meaning of Section 2(j) of the Act.
- "**Personal Data**" has the meaning given in Section 2(t) of the
Act.
- "**Grievance Officer**" means the natural person ElevateFinance
has named under Section 10(1)(j) of the Act.
- "**Working Day**" means a day other than a Saturday, Sunday, or
declared public holiday at ElevateFinance's principal place of
business.
## 1. Named Grievance Officer
**Plain-language summary.** Every grievance has a named human owner.
That human reads the inbox, owns the response, and is accountable
under the Act.
| Field | Value |
| ----------------- | ------------------------------------------------------------------- |
| Name | Priyesh Mishra |
| Role | Founder; Grievance Officer of the Data Fiduciary |
| Inbox | `support@elevatefinance.co` with the literal token `[Grievance]` in |
| | the subject line |
| Statutory anchor | Section 10(1)(j) of the Act |
| Acknowledgement | Within three (3) Working Days of receipt |
| Substantive reply | Within fifteen (15) calendar days of receipt, in line with the Act |
The `support@` inbox is the only User-facing intake. The `[Grievance]` token routes the message into the Grievance Officer's queue and starts the statutory clock.
## 2. Matters that may be raised
**Plain-language summary.** Any concern about how ElevateFinance handles a Data Principal's information is in scope.
A Data Principal may raise a grievance covering, without limitation:
(a) questions about the Personal Data that ElevateFinance holds
about the Data Principal;
(b) requests to access, correct, complete, update, or erase Personal Data, exercising the rights at Sections 11 to 13 of the Act;
(c) concerns about how the Data Principal's consent was obtained, recorded, or honoured under Sections 6 and 7 of the Act;
(d) reports of suspected misuse of the Data Principal's account or of the Data Principal's Personal Data;
(e) the right to nominate under Section 14 of the Act;
(f) any other Personal-Data-protection matter under the Act, the SPDI Rules 2011 (transitional), or any other Applicable Law.
## 3. ElevateFinance's response
**Plain-language summary.** ElevateFinance acknowledges fast, investigates, replies in writing, and keeps a record. If a fix needs engineering work, ElevateFinance commits to a remediation timeline in the response.
3.1 ElevateFinance shall acknowledge every grievance within three (3) Working Days of receipt at the inbox at clause 1.
3.2 ElevateFinance shall investigate the grievance and provide a substantive response within fifteen (15) calendar days of receipt.
3.3 Where the matter requires an engineering or operational change, the substantive response describes the remediation timeline.
3.4 Every grievance is logged in the internal grievance register maintained for compliance audit purposes.
## 4. Statutory escalation
**Plain-language summary.** If ElevateFinance does not respond, or the response is not satisfactory, the Data Principal can escalate to the Data Protection Board of India once it is operational.
4.1 The Data Principal may escalate to the Data Protection Board of
India once the Board is operational under Sections 28 to 34 of the
Act, where:
(a) ElevateFinance has not responded within fifteen (15) calendar
days of receipt; or
(b) the substantive response is not satisfactory.
4.2 Nothing in this page limits any other remedy available to the Data Principal under Applicable Law, including the consumer forum applicable to the Data Principal's place of residence under the Consumer Protection Act 2019 and the courts of competent jurisdiction.
## 5. Right to erasure: explicit lane
**Plain-language summary.** A Data Principal can ask ElevateFinance to erase their data through the product. There is a short hold so that an accidental request can be cancelled. Once the hold expires, the erasure is irreversible.
5.1 The Data Principal may trigger erasure directly from the product at `Settings to Privacy and Data to Request Erasure`.
5.2 A hold period begins on submission. The Data Principal may cancel the request at any point within the hold.
5.3 After the hold expires, the erasure proceeds on a deterministic basis and is irreversible, save for retention windows mandated by Applicable Law (including the retention windows under the Income-tax Act 1961 and the CGST Act 2017 for records relating to filings already made).
## 6. Audit-log retention of grievance handling
**Plain-language summary.** Every grievance is recorded in the audit log so that the regulator and the Data Principal can be shown, on request, exactly what was done and when.
6.1 ElevateFinance maintains an immutable record of (a) the receipt of each grievance, (b) the acknowledgement, (c) the investigation outcome, and (d) the substantive response.
6.2 The record is retained for the duration required by Applicable
Law and is producible to the Data Protection Board of India on
request.
## 7. Cross-references
This page is read together with:
- Privacy Policy (categories of Personal Data, lawful bases,
retention, rights of the Data Principal, breach notification)
- Data Processing Agreement (where the Customer is the Data
Fiduciary and ElevateFinance is the Data Processor)
- Acceptable Use Policy
- Terms of Service
- Master Services Agreement
- Sub-Processor List
- Responsible Disclosure Policy
- CERT-In Incident Runbook
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By using the Platform, the Data Principal acknowledges this
Grievance Redressal mechanism.