A designated contact person within a Data Fiduciary responsible for receiving and resolving Data Principal complaints.
Under DPDPA, every Data Fiduciary must designate a Grievance Officer whose contact information is publicly available. This officer is the primary point of contact for Data Principals wishing to raise complaints about data processing. The Grievance Officer must acknowledge complaints promptly and provide resolution within the prescribed timeline. Their role is distinct from (though may overlap with) the DPO role — the Grievance Officer handles individual complaints while the DPO oversees systemic compliance.
A responsive Grievance Officer is your first line of defence against DPB complaints. If principals feel heard and issues are resolved internally, they are less likely to escalate to the Board — saving you from formal investigation and penalties.
An Indore SaaS company publishes their Grievance Officer's name and email on their website footer and in every consent notice. When a customer complains about unwanted marketing emails, the Grievance Officer resolves it within 7 days, preventing a Board complaint.
The Grievance Officer cannot be a generic "support@company.com" inbox. It must be a named individual whose identity and contact details are publicly disclosed.
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