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Implementing an Effective Grievance Redressal Mechanism under the DPDP Act, 2023

  • sujosutech
  • Oct 23
  • 5 min read

India’s Digital Personal Data Protection Act (DPDP), 2023 marks a turning point in how organizations handle personal data. For the first time, Indian citizens are being given enforceable digital rights; and at the heart of those rights lies a simple but powerful expectation: 


“If my data has been mishandled, I have the right to be heard, and to be redressed.” 


That expectation will be operationalized through the Grievance Redressal Mechanism that will serve as the bridge between individuals and institutions in the age of data governance. When a customer reaches out, for example after a data breach, wrongful data sharing, or unwanted profiling, she is not seeking a templated acknowledgment. She wants empathy, accountability, and closure. An effective mechanism, therefore, is not only about responding to, or resolving, the issue within the stipulated time. It is about showing that the organization listens, investigates and learns. 

Done right, a grievance redressal process can become a trust-building asset rather than a regulatory burden. 


Grievance Redressal under the DPDP Act 

According to the DPDP Act: 

  • Every Data Fiduciary (organization that determines how data is processed) must appoint a Grievance Officer and publish contact details for grievance submissions. 

  • Data Principals (individuals) must be able to raise complaints easily about data misuse, non-consensual processing, or rights violations. 

  • Grievances must be acknowledged and resolved within reasonable timelines. 

  • If the individual is dissatisfied, she can escalate the matter to the Data Protection Board of India. 

In essence, the Act fixes accountability within the organization first. The Board steps in only if the internal mechanism fails or is absent. 


Lifecycle of Grievance Redressal 

Grievance Redressal Mechanism typically consists of four key stages: 


Stage 1: Intake and Acknowledgment 

The process begins when a Data Principal files a complaint through email, web portal, physical mail etc. The first step is acknowledgment. A well-designed system acknowledges receipt automatically, confirms the case reference number, and communicates the next steps and timelines. 


Stage 2: Verification and Classification 

The next step is to understand what the grievance is about – whether it is misuse of personal data, delayed deletion, unauthorized disclosure, marketing without consent etc. This stage also includes verifying the identity of the complainant and classifying the grievance by type and severity. 

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Stage 3: Investigation and Communication 

The Grievance Officer coordinates with relevant business or technical teams to verify the facts. It is important to maintain transparency. Even if resolution takes time, providing periodic status updates will re-assure the Data Principal that her complaint is being investigated. 


Stage 4: Resolution, Escalation and Closure 

Once the investigation concludes, the organization issues a resolution – “accepted”, “rejected with reasons”, or “partially upheld”. The outcome must be communicated clearly, and if the Data Principal remains unsatisfied, she should be informed of her right to appeal to the Data Protection Board. 

Closure signifies documented accountability. Every grievance should leave behind an audit trail including timestamps, evidence, decision rationale and signatures. 


Building Blocks of an Effective Mechanism 


People - The Human Backbone 

At its core, grievance redressal is about people. The Grievance Officer is not a figurehead; he is the first line of digital trust. In larger organizations, this role often sits under the Data Protection Officer (DPO) or Legal & Compliance. Smaller firms can designate a responsible senior employee. What matters is not the title, but the authority and independence to act. It is important to train the concerned personnel not just on privacy law, but on empathy, communication and documentation. 


Process - The Operational Blueprint 

A well-defined process ensures fairness and consistency. It should cover: 

  • Submission channels (web, email, or offline) 

  • Timelines (acknowledgment and resolution) 

  • Escalation matrix (Officer → DPO → Board) 

  • Evidence management (secure storage and redaction policies) 

  • Reporting and review (monthly / quarterly grievance metrics) 

Regular audits of the Grievance Redressal Mechanism ensure that it stays relevant and responsive. 


Technology - The Enabler 

Technology can provide support to the spirit of grievance handling - not replace it. Automation can: 

  • Log grievances automatically and assign unique IDs 

  • Send acknowledgments instantly 

  • Track SLA (Service Level Agreement) timelines and trigger reminders 

  • Maintain immutable audit trails 

  • Generate reports for the DPO (Data Protection Officer) or regulator 

Challenges 


Organizations may face the following issues while implementing grievance redressal mechanisms: 

  • Fragmented responsibility when legal, IT and customer care operate in silos. 

  • Over-collection of personal data during grievance intake. 

  • Lack of visibility into status updates, leading to frustration for Data Principals. 

  • No escalation mechanism when timelines lapse. 

  • Poor record-keeping, which becomes a liability during audits or investigations. 

These pitfalls are mostly managerial issues and can be overcome by implementing proper policies and training programmes. 

 

Global Context - How Other Laws Handle Grievances 

The following table summarizes the provisions of grievance redressal within global regulations like India’s DPDP Act, European Union’s GDPR (General Data Protection Regulation), USA’s HIPAA (Health Insurance Portability and Accountability Act) and Singapore’s PDPA (Personal Data Protection Act). 

Law / Regulation 

Focus on Redressal 

Timelines 

Escalation Mechanism 

Organizational Obligation 

DPDP Act (India) 

Mandatory internal grievance mechanism; publish officer contact; escalate to Board if unresolved. 

To be finalized 

Data Protection Board of India 

Appointment of Grievance Officer; maintenance of records. 

GDPR 

(EU) 

No explicit grievance “mechanism”; emphasizes data subject rights requests (DSRs). Complaints go to supervisory authorities if controller fails to respond. 

One month (extendable by 2 months) 

Supervisory Authority (e.g., CNIL, ICO, etc.) 

Controller must facilitate rights and cooperate with authority 

HIPAA (US) 

Focuses on patient complaints regarding privacy/security violations; complaints go to HHS OCR. 

180 days from incident discovery 

U.S. Department of Health & Human Services 

Covered entities must maintain internal complaint procedures 

PDPA 

(Singapore) 

Requires organizations to designate a DPO and handle complaints internally first. 

“Reasonable time” 

PDPC (Personal Data Protection Commission) 

DPO contact must be published publicly 

The DPDP Act borrows the accountability principle of the GDPR but aligns it with India’s service context by combining digital rights with realistic service-level expectations. 


The Road Ahead 

The DPDP Act has set the stage, but its real success will depend on how organizations internalize grievance redressal, not merely automate it. India’s data ecosystem is vast and diverse. As more citizens become aware of their rights, grievances will grow, not as a sign of failure, but of engagement. 

Organizations that invest early in a transparent, empathetic and well-governed redressal process will not just comply, but will lead; because in the age of data, trust is the ultimate competitive advantage. 


How Sujosu Technology Can Help 

Sujosu Technology helps organizations design and implement systems that prioritize cyber security, data privacy and compliance. Our services include: 

  • Risk Assessments: Identifying cyber security and privacy requirements and vulnerabilities in applications and infrastructure. 

  • Countermeasures and Solutions: Providing tailored strategies to prevent, detect and recover from potential attacks. 

  • Compliance Documentation: Helping you comply with the requirements of specific standards and regulations by compiling policies, procedures and other relevant manuals. 

  • Training and Awareness: Equipping your team with the knowledge to address cyber security and privacy challenges effectively. 

With Sujosu Technology’s expertise, your organization can build systems that are secure and resilient against security and privacy breaches. We can also help you achieve compliance with relevant standards and legislations. Besides, we organize webinars and publish insightful articles to create awareness on various aspects of cyber security and data privacy. 


Partner with Sujosu Technology 

Protect your data and ensure compliance with Sujosu Technology’s state-of-the-art cyber security and privacy services. Stay ahead of challenges and foster trust with your stakeholders. 


References 

 

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