Raising a grievance
A named person, a stated process and a stated time. This route exists because India's DPDP Act requires it — and because a complaint that goes to a generic mailbox is a complaint nobody owns.
Effective 13 September 2026 · version 2026-09-v1 · Simplified Communications Pvt. Ltd. (Simcomm)
Awaiting review by Simcomm's counsel
This wording is a build-ready draft that implements the requirements of India's Digital
Personal Data Protection Act 2023 as the site is actually built. It is not legal advice
and must be reviewed and signed off before launch. Remove this block in
src/layouts/Legal.astro by passing awaitingCounsel={false}.
The officer
named grievance officer
Grievance Officer, Simplified Communications Pvt. Ltd. (Simcomm)
registered office address, line 1
line 2
city, state PIN, India
grievance@acuityq.ai
telephone
This is the route required by section 13 of the Digital Personal Data Protection Act, 2023. It covers personal data: how Simcomm collected it, what we did with it, how long we kept it, or a request of ours that you think we got wrong.
What to include
We can act faster if your message contains:
- your name, and the e-mail address or phone number you gave us;
- what happened, and roughly when;
- what you would like us to do about it — delete something, correct something, stop contacting you, or explain;
- any reference number we have already given you, such as an ACQ-… reference from a form.
Please do not send more personal data than the grievance needs. If we need something to confirm who you are, we will ask for the minimum that makes us confident.
What happens, and when
| Step | By when | What it means |
|---|---|---|
| Acknowledgement | 2 working days | A human reply confirming we have it, with a reference you can quote. |
| Substantive response | 15 working days | What we found, what we have done, and — if we have declined something — why, in plain words. |
| If it takes longer | Before day 15 | We tell you before the deadline, not after it, say why, and give a date. A missed deadline without a message is itself a failure, and you should raise that too. |
| Closure | With the response | We say the grievance is closed and what your next step is if you disagree. |
Every grievance is recorded with its date, its substance and its outcome, and the record is kept whether or not the grievance was upheld.
If our answer does not satisfy you
You may escalate to the Data Protection Board of India, established under the DPDP Act. The Act expects you to have exhausted this route first, which is why we would rather you gave us the chance to fix it. Escalating does not affect any other legal right you have.
Things this route is not for
- A fault in a customer's AcuityQ deployment. Use the support channel in the product; it arrives with your tenant and case history attached.
- A security vulnerability. Write to security@acuityq.ai — see the security page for what we commit to.
- A general question. hello@acuityq.ai is faster and reaches the same people.
If you use the wrong route we will move it rather than bounce it back to you, and tell you where it went.