Grievance officer

As required under the Digital Personal Data Protection Act, 2023, the Consumer Protection Act, 2019, and the Information Technology Act, 2000 (Intermediary Guidelines), Connexolve designates a Grievance Officer to receive, address, and resolve complaints relating to our service and the personal data we process.

Effective 09 June 2026 · Version 1.0

01Grievance Officer details

02What you can raise

The Grievance Officer handles complaints relating to:

• Personal data we hold about you — access, correction, completion, or erasure requests under the DPDP Act
• Withdrawal of consent for processing
• Nomination of another individual to exercise your rights in the event of death or incapacity
• Concerns about how Connexolve or our authorised data sources have used your data
• Reports of unauthorised access to a Connexolve account
• Service-related complaints — incorrect verification results, billing disputes, unresolved support issues
• Reports of content or use of the service that violates these Terms or Indian law

03How to file a grievance

Step 1 — Write to the Grievance Officer

Send an email to grievance@connexolve.in or a written letter to the postal address above. Include:

• Your full name and contact details
• Your relationship with Connexolve (verification subject, account holder, third party)
• A clear description of the issue, including dates and relevant verification IDs (cnxv_…) if available
• What outcome you are seeking
• Copies of supporting documents, if any

Step 2 — Acknowledgement

We acknowledge every grievance within 48 hours of receipt by email or post, providing a reference number for tracking.

Step 3 — Investigation and response

We investigate the grievance and respond with a resolution or interim status within 15 working days of acknowledgement. Complex grievances requiring coordination with third-party data sources or government registries may take up to 30 working days in total, in which case we keep you updated weekly.

Step 4 — Closure

Once the issue is resolved to your reasonable satisfaction, or once we have communicated our final position, the grievance is closed. We retain the record of the grievance and our response for 7 years for audit purposes.

04If you are not satisfied

If the Grievance Officer's resolution is not satisfactory, you may escalate to:

Data Protection Board of India

For complaints relating to personal data processing under the DPDP Act, 2023. Once notified and operational, the Data Protection Board is the statutory authority for adjudicating complaints. Visit the Ministry of Electronics and Information Technology website for the latest contact details and complaint procedure.

Consumer redressal forums

For service-related disputes that fall within the Consumer Protection Act, 2019, you may approach the appropriate District, State, or National Consumer Disputes Redressal Commission depending on the value of the claim.

Civil courts at Kolkata

For any other dispute, the civil courts at Kolkata have exclusive jurisdiction under our Terms of Service.

05Reporting unlawful or harmful content

If you believe Connexolve has been used to facilitate unlawful surveillance, harassment, discrimination, or other harm — whether by a Connexolve account holder or by misuse of our APIs — write to the Grievance Officer with:

• Details of the suspected misuse
• Identifying information about the affected individual (with their consent if you are reporting on behalf of someone else)
• Any evidence available

We investigate such reports as a priority, may suspend the implicated account during investigation, and cooperate with law-enforcement authorities where there is reason to believe a cognisable offence has been committed.

06Languages

You may write to the Grievance Officer in English, Hindi, or Bengali. We will respond in the language of your complaint where reasonably possible.

07No fee

There is no fee for raising a grievance with the Grievance Officer. We will not require you to provide payment or excessive identification beyond what is reasonably necessary to verify your identity and act on your complaint.