What this process covers
Use this process for a complaint about a purchase, subscription, account, support outcome, personal-data handling, or content and service made available through the Agnicode website or customer platform. Security vulnerabilities should instead be reported privately through our security page.
Grievance Officer
Grievance Officer: Vishal Srivastava, Director and Grievance Officer
Desk: Privacy and Grievance Desk
Email: grievance.officer@agnicodetechnologies.com
Phone: +91-9211426296
Postal address: 3/217, Flat No. 301, Surya Kutumb, AVK-3, Ambedkarpuram, Avas Vikas Yojna No. 3, Kanpur Nagar, Uttar Pradesh 208017, India
The Grievance Officer is the person named under the Digital Personal Data Protection Act, 2023 and the Consumer Protection (E-Commerce) Rules, 2020 to receive and resolve complaints.
What to include
- Your name and an email address where we can respond.
- The product, organization, order, invoice, ticket, or account involved.
- A concise description of the concern and the outcome you seek.
- Relevant dates and safe supporting material. Never send passwords, access tokens, private keys, or full payment-card data.
How we handle a complaint
- We log the complaint and may ask for information needed to verify it.
- We acknowledge every complaint and privacy request within 48 hours of receiving it.
- A privacy request (access, correction, erasure, a portable copy, consent withdrawal, nomination, or a data grievance) is answered within 30 days of the request being verified. If a request is unusually complex we may extend that once, and we will tell you why and when to expect the answer.
- A consumer grievance about a purchase, subscription, or service is resolved within one month of receipt, as the Consumer Protection (E-Commerce) Rules require.
- We explain the outcome or, if more time is legally available and reasonably required, the reason and next expected update.
These targets do not shorten or waive any statutory right or remedy.
Escalation
If the first response does not resolve the concern, reply to the same email thread with the word “Escalation” and explain what remains unresolved. The Grievance Officer will review it afresh.
Personal-data complaints. If you are not satisfied with the Grievance Officer's answer, or do not receive one in the time above, you may complain to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023. The Act asks that you use our grievance process first, which is why the steps above come before the Board. People in the European Union, the United Kingdom, or California may instead approach their own data-protection authority.
Consumer complaints. Consumers in India may also use the National Consumer Helpline or the consumer commission with jurisdiction.
Complaint records and privacy
We use complaint information to investigate, respond, prevent repeat issues, maintain an audit trail, and meet legal obligations. Access is limited to people and providers who need it for those purposes. Privacy requests and their correspondence are kept for three years. See the privacy notice for more detail.