Statutory Compliance & Support

Grievance Redressal

Complaints, data protection concerns, and dispute resolution for the CosmoOps Platform under Indian law.

Last updated: 29 July 2026

Statutory Requirement: This page is maintained in compliance with Rule 3(11) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Section 13of the Digital Personal Data Protection Act, 2023 ("DPDP Act").

Grievance Officer Details

If you have any complaints, feedback, or concerns regarding personal data processing, platform services, or compliance under the IT Act 2000, IT Rules 2021, or DPDP Act 2023, you may contact our designated Grievance Officer:

Designation

Grievance Officer

Organisation

CosmoOps (OPC) Private Limited

Working Hours & Response Time

Mon – Fri, 10:00 AM – 6:00 PM IST

Acknowledged within 48h; resolved within 30 days

How to File a Complaint

To enable prompt investigation and resolution, please send an email to grievance@cosmoops.com containing the following information:

  • Full Name & Contact Information: Your complete name, registered email address, mobile number, and organisation name.
  • Description of Grievance: A comprehensive explanation of the issue, specifying the affected service or platform feature.
  • Relevant Dates & Timestamps: The exact date(s) and time(s) on which the issue or violation occurred.
  • Supporting Documentation: Any relevant attachments, screenshots, error logs, or invoice references.
  • Desired Resolution: The specific remedy or outcome you are seeking (e.g. data correction, erasure, billing adjustment, service clarification).

Types of Complaints Handled

1. Personal Data & Privacy Complaints (DPDP Act, 2023)

Issues relating to the collection, storage, processing, or deletion of your personal data on the CosmoOps Platform. Includes requests for data access, correction, updating, consent withdrawal, or erasure of uploaded KYB documents and account information.

2. Service Quality & Telephony Complaints

Disputes or issues concerning phone number provisioning, call routing quality, telephony integrations, session management, or platform uptime commitments for CosmoOps Platform services.

3. Billing and Refund Disputes

Disputes regarding plan subscriptions, invoice discrepancies, duplicate charges, or refund requests that were not resolved through routine support channels. See our Refund Policy for detailed terms.

4. Website Content & Intermediary Complaints (IT Rules, 2021)

Reports of unlawful, infringing, abusive, or harmful content or communications published or transmitted via our services, or non-compliance with telecom regulations (TRAI/DLT guidelines).

5. Privacy Policy Violations

Concerns regarding data handling practices that you believe violate our Privacy Policy or security commitments.

Statutory Escalation Options

If your grievance is not resolved satisfactorily within 30 days of receipt, you may escalate the matter to the appropriate statutory authority:

  • Data Protection Board of India — For personal data processing complaints under Section 20 of the DPDP Act, 2023 (once operational).
  • Consumer Disputes Redressal Commission — Under the Consumer Protection Act, 2019 for unresolved service quality, billing, or deficiency of service claims.
  • CERT-In (Indian Computer Emergency Response Team) — For reporting critical cybersecurity incidents, system breaches, or safety vulnerabilities under Section 70B of the IT Act, 2000.

General Support & Non-Grievance Enquiries

For routine billing questions, technical assistance, sales requests, or general platform inquiries, please contact our support team at support@cosmoops.com

Related documents: Privacy Policy, Terms of Service, Cookie Policy and Refund Policy.