Grievance Redressal

Last updated: [Effective date]

This page sets out the grievance redressal mechanism maintained by [Spexx Technologies legal name] ("Spexx", "we", "us") in accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (the "IT Rules 2021") and the Digital Personal Data Protection Act, 2023 (the "DPDP Act"). If you have a complaint about our services, content, account access, billing, or how we handle your personal data, please follow the process below.

1. How to raise a grievance

To raise a grievance, write to our Grievance Officer at grievance@spexx.in. So that we can identify and resolve your concern quickly, please include the following details in your message:

• Your full name and the email address or account associated with your Spexx account.
• The name of the product or service the grievance relates to.
• A clear description of the issue, including what happened and when.
• The outcome or resolution you are seeking.
• Any relevant attachments, screenshots, or reference numbers that support your complaint.

You may submit your grievance in English or in any language you are comfortable with. We do not require a complaint to be made in any particular format. Please do not include passwords, full payment card numbers, or other sensitive credentials in your message.

2. Grievance Officer

In compliance with the IT Rules 2021 and the DPDP Act, we have appointed a Grievance Officer who is responsible for receiving and addressing complaints. You can reach the Grievance Officer using the contact details below.

3. Acknowledgement and resolution timelines

We take every grievance seriously and aim to handle it fairly and promptly. Our commitments are:

• Acknowledgement: We will acknowledge receipt of your grievance within twenty-four (24) hours of receiving it.
• Resolution: We will resolve your grievance within fifteen (15) days from the date of receipt, in line with the IT Rules 2021.

Where a grievance is complex or requires information from a third party or a regulator, we will keep you informed of the status and the expected time to resolution. Certain categories of complaint, such as requests to remove unlawful content, may be actioned on a shorter timeline as required by law.

4. Your rights as a Data Principal under the DPDP Act

If your grievance relates to your personal data, the DPDP Act gives you the following rights, which you may exercise by contacting the Grievance Officer:

• Right to access: to obtain a summary of the personal data we process about you and the processing activities involved.
• Right to correction and erasure: to request that we correct inaccurate or incomplete data, update it, or erase data that is no longer needed for the purpose it was collected.
• Right of grievance redressal: to use this mechanism for any act or omission of ours regarding your personal data before approaching the Data Protection Board of India.
• Right to nominate: to nominate another individual to exercise your rights in the event of your death or incapacity.
• Right to withdraw consent: to withdraw consent you previously gave for processing, with the same ease as it was given, subject to lawful processing carried out before withdrawal.

We may ask you to verify your identity before acting on a request, and we may decline or limit a request where the law permits or requires us to do so. We will tell you the reason if we cannot fully act on your request.

5. Escalation

If you are not satisfied with the resolution provided by our Grievance Officer, or if your grievance is not resolved within the timelines set out above, you may escalate the matter as follows:

• Reply to our resolution email and ask for an internal review by senior management at [Spexx Technologies legal name].
• For data protection matters, you may lodge a complaint with the Data Protection Board of India in accordance with the DPDP Act and the rules made under it.
• For matters under the IT Rules 2021, you may pursue any remedy available to you under applicable Indian law.

6. Company identity

This grievance mechanism is operated by [Spexx Technologies legal name], having its registered office at [Registered office address]. CIN: [CIN]. GSTIN: [GSTIN]. For all grievance-related correspondence, please use grievance@spexx.in.