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Grievance Redressal

How to raise a complaint about Cloudesk and what happens next, in line with the Information Technology Act, 2000, the IT Rules, 2021, the Consumer Protection Act, 2019 and the DPDP Act, 2023.

Effective: Last updated:

The short version

  • Send your complaint to our Grievance Officer with the details below.
  • We acknowledge within 24 hours and resolve within 15 days.
  • Not satisfied? You can appeal to the Grievance Appellate Committee, the Data Protection Board of India or a consumer forum.

This summary is for convenience. The full text below is what applies.

Contents
  1. 1.Who can complain, and about what
  2. 2.How to raise a grievance
  3. 3.Our response times
  4. 4.If you're not satisfied
  5. 5.Company details

Grievance Officer

Send your complaint through our contact page with “Grievance” in the subject, and it will be handled by the Grievance Officer within the timelines below.

1.Who can complain, and about what

Anyone can raise a grievance with us — customers, their members, visitors to sites built with Cloudesk, or people whose personal data we process. For example:

  • content on a site, store or portal built with Cloudesk that you believe is unlawful or breaks our Acceptable Use Policy;
  • how we handle your personal data, or a request to access, correct or erase it, withdraw consent or nominate someone (see the Privacy Policy);
  • billing, refunds or the quality of the Service (see the Refund & Cancellation Policy);
  • an account being suspended or content being removed.

If your complaint is about a purchase from, or your data held by, a business that uses Cloudesk, please contact that business first — it is the seller and the data fiduciary. We will still help if it doesn't respond.

2.How to raise a grievance

Contact us — use the details on our contact page — with:

  1. your name and how to contact you;
  2. what the complaint is about, with links (URLs), screenshots, invoice numbers or other details that help us find it;
  3. for content complaints, why you believe it is unlawful or harmful and, if it concerns you personally, your relationship to it;
  4. what outcome you are asking for.

For complaints about personal data we may need to confirm your identity before acting. We won't charge you for raising a grievance.

3.Our response times

  • Acknowledgement within 24 hours of receiving your complaint.
  • Resolution within 15 days of receipt, as required by Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 — or sooner where the law requires.
  • Within 24 hours we act on complaints about content that exposes a person's private areas, shows them in full or partial nudity or a sexual act, or impersonates them in an electronic form, including artificially morphed images.
  • Grievances about personal data are answered within the period set by the Digital Personal Data Protection Act, 2023 and its rules.

4.If you're not satisfied

If you disagree with the Grievance Officer's decision, reply to it and we will have it reviewed. You can also go to:

  • the Grievance Appellate Committee set up under the IT Rules, 2021, within 30 days of the Grievance Officer's decision, for complaints about content and intermediary obligations;
  • the Data Protection Board of India, for complaints about personal data, once you have used our grievance process;
  • the National Consumer Helpline (1915, consumerhelpline.gov.in) or the appropriate Consumer Disputes Redressal Commission, if you are a consumer;
  • your local data protection supervisory authority, if you are in the EU, EEA or UK.

5.Company details

You can reach us through our contact page.