1.1 How to File a Complaint

If you have any grievance (for example, a complaint about how your personal data has been handled, or any other issue under our policies), you may file a complaint by emailing our Grievance Officer at the contact email provided below. Please include: your name, contact information, date of the incident or issue, and a clear description of your grievance. We may request additional details to clarify your complaint.

Email: gro@upsy.in

1.2 Acknowledgement

We will acknowledge receipt of your complaint within [2 business days] (we typically aim for 5 days or as prescribed by law) and provide you with a reference number. We will keep you informed and updated on the progress as we investigate.

1.3 Investigation and Resolution

Our Grievance Officer will review your complaint and may contact you for more information. We are committed to resolving grievances fairly. In general, the DPDP Act requires us to respond to grievances "within such a period as may be prescribed" (which we interpret as 30 days or less, in line with global practices). We will send you a written response to your complaint explaining any findings or actions taken.

1.4 Escalation

If you are not satisfied with our response or if we fail to address your grievance, you have the right to escalate the matter with our Company's Legal team. Under DPDP Section 13(3), you must first exhaust our grievance procedure before approaching the Data Protection Board of India. If unresolved, you may lodge or file a complaint with the Board of India (formerly known as the DPBI) following their prescribed process. Information on contacting the Board will be provided upon request.

We take all grievances seriously and seek to resolve them amicably. Our Grievance Officer's contact details are listed below. If you have any questions about this policy or need assistance, please reach out.