Grievance Redressal Policy

1. Scope of grievances we handle

We accept grievances about:

• Privacy and data rights (access, correction, erasure, consent, data use),
• Security (suspected misuse, unauthorised access, vulnerability reports),
• Product/service issues (availability, functionality, support quality),
• Account and billing (plan, invoicing, overcharge, access removal),
• Conduct concerns related to the use of FACILITI.

Notes on roles

• For sites that deploy FACILITI, the site operator (client) serves as the data fiduciary and controls the premises data. The client must address several grievances; we will coordinate accordingly.
• For identity verification performed via quickprism®/DigiLocker, we will assist, but those providers must handle some issues.

2. How to file a grievance (no fee)

Choose one channel and include the details listed below.

3. Acknowledgement and timelines

• Acknowledgement: within 48 hours (business days) with a ticket number,
• Initial assessment/triage: within five business days,
• Resolution targets (guidance):

If additional time is needed, we will provide reasons and a revised timeline. We aim to close all grievances within 30 calendar days.

4. The process we follow

• Step 1: Acknowledge and log the grievance with a unique ticket ID,
• Step 2: Verify identity (to protect data) and validate the scope,
• Step 3: Assign ownership (FACILITI team and, where needed, the client's authorised admin),
• Step 4: Investigate facts and gather records; for privacy cases, consult the client as a fiduciary,
• Step 5: Communicate findings and proposed resolution; implement the fix or provide instructions,
• Step 6: Confirm closure with the Complainant and record the outcome.

5. The process we follow

If you are not satisfied with the outcome, you may escalate in this order:

6. Coordination with clients and third parties

• If a grievance concerns data or actions controlled by a client (e.g., on-site lists, access decisions), we will forward the request to the client and support them in responding.
• If the issue relates to quickprism®/DigiLocker, we will coordinate where feasible and guide you to the appropriate channel.
• We will keep you informed while another party investigates.

7. Confidentiality and fair treatment

• We handle all grievances confidentially and use information solely to investigate and resolve the matter.
• Submitting a grievance does not affect your access to lawful services. We do not retaliate against any Complainant acting in good faith.
• We may request additional information to verify identity and protect third-party privacy.

8. Record-keeping and retention

Grievance records (tickets, correspondence, actions taken) are retained for audit and compliance for a minimum of three years, or longer if required by law or ongoing proceedings. Records are secured in accordance with our Security and Privacy Policies.

9. What is out of scope

• Requests unrelated to FACILITI products or operations,
• Attempts to obtain another person's data without authority,
• Duplicate submissions of an already closed ticket without new information,
• General product suggestions without a grievance (please send to [email protected]).

10. Updates to this policy

We reserve the right to update this policy to reflect any changes in law, technology, or operations. The effective date/version will be revised, and material updates will be posted on our website/admin console.

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