1. Statutory Framework & Scope
Clytrio (“we,” “us,” establishing as Clytrio Private Limited, Thrissur, Kerala) is committed to operating with absolute integrity, transparency, and prompt responsiveness to all stakeholders, users, and clients.
In compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Digital Personal Data Protection Act, 2023, and the Consumer Protection (E-Commerce) Rules, 2020, we have instituted this formal Grievance Redressal Mechanism to ensure that privacy grievances, service discrepancies, or content concerns are addressed by senior management within prescribed statutory timeframes.
2. Designated Grievance Officer Details
The details of our designated Grievance Officer for handling statutory notices, privacy concerns, and consumer complaints are set forth below:
Grievance Officer & Compliance Lead
Clytrio Private Limited
Thrissur, Kerala, India — 680001
3. How to Submit a Formal Grievance
To enable our Grievance Officer to conduct a thorough investigation and provide a timely resolution, all formal grievances should be submitted via email to grievance@clytrio.com and must include:
- Full Legal Name & Contact Credentials: Your full name, corporate title (if acting for a business), official email, and phone number;
- Nature of Grievance: Specific classification (e.g., Privacy & DPDP rights request, billing dispute, copyright infringement claim, or website inaccuracy);
- Detailed Description of Facts: A clear summary of the incident, including specific URLs, timestamps, invoice numbers, or communication copies;
- Desired Resolution: The specific remedial action requested (e.g., deletion of personal information, invoice correction, or content clarification);
- Verification Statement: A declaration that the information provided in the complaint is accurate to the best of your knowledge.
4. Acknowledgment & Resolution Timelines
Our office strictly adheres to the statutory response windows prescribed by Indian law:
| Stage | Statutory Target | Action Performed |
|---|---|---|
| Formal Acknowledgement | Within 24 Hours | Issuance of a formal grievance ticket number and confirmation of officer assignment. |
| Internal Investigation | Days 2 to 7 | Technical logs review, database audit, or commercial contract reconciliation with relevant teams. |
| Final Written Determination | Within 15 Calendar Days | Formal written findings delivered to the complainant outlining corrective actions or factual rationale. |
5. Types of Grievances Handled
The Grievance Redressal Cell handles formal matters including:
- Personal Data Protection & DPDP Requests: Requests for access, correction, erasure, or withdrawal of consent under the Digital Personal Data Protection Act, 2023;
- Intellectual Property Claims: Copyright infringement notices or unauthorized asset reproduction claims under the Indian Copyright Act, 1957;
- Commercial & Billing Discrepancies: Formal disputes regarding retainers or milestone deliverables governed by our Payment & Cancellation Policy;
- Content & Platform Integrity: Reports of inaccurate data, security vulnerabilities, or phishing impersonations targeting Clytrio.
6. Escalation & External Recourse
If a complainant is unsatisfied with the determination reached by our Grievance Officer, the matter may be escalated to Clytrio's Executive Board at legal@clytrio.com for second-level executive review.
This grievance mechanism does not waive or diminish any statutory legal rights available to you under Indian law, including the right to lodge complaints before the Data Protection Board of India (once constituted and notified under the DPDP Act) or competent Consumer Disputes Redressal Commissions under the Consumer Protection Act, 2019.
Questions or Clarifications Regarding This Policy?
If you have questions about your privacy rights, contract terms, or compliance practices, contact our legal team directly.