myCloudMate is committed to providing excellent service and addressing user concerns promptly. This policy outlines our grievance redressal mechanism in compliance with Indian regulations.
Grievance Policy
This document is fully compliant with Indian data protection laws and regulations
✓ DPDP Act 2023 Compliant✓ Consumer Protection Act 2019✓ Made in India
Grievance Policy
Official Legal Document • Public Access
Last Updated: 28 Aug 2025
Grievance Redressal Policy
myCloudMate - Institute Management Platform
Last Updated: July 22, 2025
1. Introduction
2. Grievance Officer Details
- •Name: [To be appointed]
- •Designation: Grievance Officer
- •Email: admin@mycloudmate.com
- •Phone: [Phone Number]
- •Working Hours: Monday-Friday, 9 AM - 6 PM IST
3. Types of Grievances
- •We address grievances related to:
- •Data privacy and security concerns
- •Service quality issues
- •Billing and payment disputes
- •Technical problems
- •Access and authentication issues
- •Content or user behavior complaints
- •Discrimination or harassment
- •Accessibility concerns
4. Grievance Submission Process
Multiple channels available for submitting grievances.
4.1 Online Submission
- •Through platform: Dashboard → Support → File Grievance
- •Email: admin@mycloudmate.com
- •Include: Clear description, supporting documents, contact details
4.2 Offline Submission
- •Written complaints to registered address
- •Phone support for urgent issues
4.3 Required Information
- •Full name and contact details
- •User ID/Institution name
- •Nature of grievance
- •Detailed description
- •Supporting evidence
- •Desired resolution
5. Grievance Handling Timeline
Structured timeline for grievance processing.
5.1 Acknowledgment
- •Timeline: Within 48 hours (SPDI Rules requirement)
- •Method: Email confirmation with ticket number
- •Content: Receipt confirmation, expected timeline
5.2 Investigation
- •Initial Review: Within 3 business days
- •Investigation Period: 7-15 days depending on complexity
- •Updates: Every 5 business days
5.3 Resolution
- •Target: 30 days from receipt
- •Complex Cases: May extend to 45 days with notification
- •Final Response: Detailed resolution or explanation
6. Escalation Matrix
Multi-level escalation process for grievances.
Level 1: Support Team
- •First point of contact
- •General queries and issues
- •24-48 hour response
Level 2: Grievance Officer
- •Unresolved Level 1 issues
- •Serious complaints
- •3-5 day review
Level 3: Management Review
- •Critical or unresolved issues
- •Policy exceptions
- •7-10 day review
Level 4: External Escalation
- •Consumer forums
- •Regulatory authorities
- •Legal remedies
7. Priority Classification
Grievances are classified by priority for appropriate response.
Critical (P1)
- •Data breach concerns
- •Complete service outage
- •Security vulnerabilities
- •Response: 2-4 hours
High (P2)
- •Partial service disruption
- •Payment/billing issues
- •Access problems
- •Response: 8-12 hours
Medium (P3)
- •Feature requests
- •Minor technical issues
- •General complaints
- •Response: 24-48 hours
Low (P4)
- •Suggestions
- •Non-urgent queries
- •Response: 3-5 days
8. Resolution Process
- •1. Acknowledgment: Ticket number assigned
- •2. Assignment: Appropriate team/officer
- •3. Investigation: Fact-finding and analysis
- •4. Resolution: Solution implementation
- •5. Communication: User notification
- •6. Closure: Confirmation and feedback
9. User Rights
- •Timely acknowledgment and response
- •Fair and impartial investigation
- •Clear communication of findings
- •Reasonable resolution or explanation
- •Escalation options
- •Confidentiality of complaint
10. Our Commitments
- •Treat all grievances seriously
- •Maintain confidentiality
- •Provide unbiased resolution
- •Regular updates on progress
- •Learn from complaints
- •Improve services based on feedback
11. Feedback Mechanism
- •Post-resolution:
- •Satisfaction survey
- •Resolution effectiveness review
- •Service improvement suggestions
- •Grievance handling feedback
12. Record Keeping
We maintain comprehensive records. Retention: 3 years or as per legal requirements.
Records Maintained
- •Grievance logs
- •Investigation records
- •Resolution documentation
- •Compliance reports
- •Trend analysis
13. Legal Remedies
- •Users retain rights to:
- •Approach consumer forums
- •File complaints with regulators
- •Seek legal remedies
- •Report to appropriate authorities
14. Contact Channels
- •Primary: admin@mycloudmate.com
- •Secondary: support@mycloudmate.com
- •Emergency: 6364916889
- •Postal: [Registered Address] - To be Updated
15. Review and Updates
This policy is reviewed regularly to ensure continued effectiveness and compliance.
Review Schedule
- •Annually
- •Upon regulatory changes
- •Based on user feedback
- •For process improvements
Document Information
- •Last Updated: July 22, 2025
- •Version: 1.0
Legal Document
Legally binding terms
Made in India
Compliant with Indian laws
Public Access
Freely accessible to all
Need Help or Have Questions?
Our legal and support teams are available to assist you with any questions about this document or our policies.
Grievance Officer
For complaints and grievance resolution
admin@mycloudmate.com
Response within 2 business days
Legal Team
For legal queries and clarifications
admin@mycloudmate.com
Legal compliance queries
General Support
For general inquiries and support
support@mycloudmate.com
General help and assistance