Grievance Officer
Email: grievance@dukaansethu.com
Phone: +91 9901 799992 (Mon–Fri, 10am–6pm IST)
Postal: 577, 2nd Main, 2nd Phase, 6th Block, Banashankari 3rd Stage, Bangalore 560085
What you can raise
You can contact the Grievance Officer about:
- Privacy concerns — improper use of your data, requests for access/correction/erasure, withdrawal of consent
- Refund disputes that customer support couldn't resolve
- Content concerns — if our service has been used to publish something that harms you
- Service disputes — billing errors, account suspensions, terms violations
- Anything you believe violates the DPDP Act 2023, the IT Act 2000, or related Indian law
How to file a grievance
- Email grievance@dukaansethu.com with subject line "Grievance — [brief summary]"
- Include: your name, registered phone/email, account ID if applicable, a clear description of the issue, what you'd like resolved, and any supporting documents/screenshots
- You'll get an automated acknowledgement within 24 hours with a unique grievance ticket number
- Substantive response within 7 working days
- Resolution within 30 days from receipt (per DPDP Act 2023 timeline)
Response timelines
| Stage | Our commitment | Statutory requirement |
|---|---|---|
| Acknowledgement of grievance | Within 24 hours | Within 24 hours (IT Rules 2021) |
| Substantive first response | Within 7 working days | Within 15 days (IT Rules 2021) |
| Final resolution | Within 30 days | Within 30 days (IT Rules 2021); under DPDP Act, response to data principal rights requests is 30 days |
Escalation
If you are not satisfied with the Grievance Officer's response, or do not receive a response within 30 days, you may escalate to:
1. The Data Protection Board of India (under DPDP Act 2023)
For privacy and personal data-related complaints, you may file a complaint with the Data Protection Board of India once it begins operations. Until then, complaints can be filed with the Ministry of Electronics and Information Technology (MeitY). Visit meity.gov.in for the most current filing process.
2. Online Consumer Mediation Centre
For e-commerce or service disputes: visit consumerhelpline.gov.in or call the National Consumer Helpline at 1800-11-4000 / 1915.
3. Consumer Forums
For consumer-protection disputes, you may approach the District Consumer Disputes Redressal Commission in your jurisdiction, under the Consumer Protection Act, 2019.
4. RBI Ombudsman for Digital Transactions
For payment-related disputes (UPI Autopay, refunds, transaction failures), you may file with the RBI Ombudsman for Digital Transactions if Razorpay's resolution is unsatisfactory. Details: rbi.org.in.
What we won't do
We will not:
- Charge any fee for filing or processing a grievance
- Retaliate against you for filing a complaint (account suspension, removal of features, etc.)
- Share grievance details with third parties beyond what's necessary for resolution
Periodic updates
The name and contact of the Grievance Officer may change over time. We will update this page within 24 hours of any such change. The version on this page is the authoritative one — older copies in cached form do not override.
For non-Indian users
DukaanSethu is intended for use by Indian businesses. If you are accessing our services from outside India, you may not be a "Data Principal" under the DPDP Act, but we still process your data with equivalent care. Privacy-related queries from outside India should be sent to privacy@dukaansethu.com.