Grievance Redressal

1. Mechanism Overview

Thinkasol Technology Pvt. Ltd. ("THINKASOL") is committed to transparent, fair, and prompt resolution of all grievances related to personal data processing, data principal rights, or interaction with our website.

In accordance with Section 13 of the Digital Personal Data Protection (DPDP) Act 2023 and applicable consumer protection guidelines, we have established this official Grievance Redressal Mechanism to ensure that every concern is properly acknowledged, investigated, and resolved.

2. Scope of Grievances

The Grievance Redressal Mechanism handles concerns concerning:

• Exercise of Data Principal Rights: Requests for access to personal data, rectification of inaccurate details, completion of missing records, or erasure of personal data that has served its stated purpose.
• Consent Withdrawal: Requests to withdraw consent previously granted for enquiry communication or pre-contractual discussions.
• Suspected Unauthorized Processing: Concerns regarding potential unauthorized collection, security compromise, or processing of personal data.
• Website Disclosures & Compliance: Questions regarding the factual accuracy of published policies or compliance disclosures.

3. How to File a Grievance

You may submit a formal grievance through either of the following channels:

• By Email: Transmit your grievance directly to our dedicated grievance desk at grievance@thinkasol.com.
• Via Web Form: Navigate to our Talk to Our Team page, select the "Privacy & Data Rights" topic, and outline the details of your request or grievance.

To enable prompt handling, please include:

• Your full name and contact email address;
• The date and approximate time of your original enquiry or interaction;
• A concise description of the grievance, including specific rights you wish to exercise;
• Any reference identifier provided during your prior communication (such as an enquiry or consent ID).

4. Identity Verification & Security Protocol

To protect your privacy and prevent unauthorized third parties from accessing or deleting your information, the Grievance Officer will require reasonable identity verification before fulfilling data access or erasure requests.

Verification is conducted by confirming control over the registered email address used during the original submission. We will never request sensitive financial passwords, OTPs, or government identity physical cards for website enquiry verification.

5. Resolution Timeline Commitments

The DPDP Rules 2025 have been notified, with phased commencement. Rule 14, covering rights and grievance response periods, commences eighteen months after Gazette publication; notification alone does not make it immediately enforceable. Subject to commencement of the applicable statutory provisions, THINKASOL follows these voluntary internal operational targets:

• Operational Acknowledgement Target: We aim to issue an acknowledgement email containing a unique Grievance Reference Number for tracking within 48 business hours of receiving your submission.
• Internal Resolution Target: We endeavor to investigate and resolve grievances within 30 calendar days of receipt, subject to the complexity of the matter and prompt provision of necessary verification details.
• Complexity Notifications: Where an investigation requires technical log retrieval, external provider review, or multi-party assessment, we will provide an interim status update explaining the operational basis for any extension.

6. Regulatory Escalation

We endeavor to resolve all concerns amicably and thoroughly through our internal mechanism. However, if you are not satisfied with the resolution provided by our Grievance Desk, or if we fail to respond within the statutory period, you have the right to register a complaint with the Data Protection Board of India in accordance with Section 13(3) and Section 27 of the DPDP Act 2023 subject to commencement of the relevant provisions and availability of the Board complaint mechanism.

7. Grievance Desk Contact Information