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04 of 04 · Grievance redressal

Grievance Redressal

Effective · 21 May 2026 Version · v1.1 Required by · IT Rules 2021 · DPDP Act 2023
The short version. Something wrong with pramaan.me? Email our Grievance Officer at founders@hawklogicsystems.com. You'll get an acknowledgement in 24 hours and a resolution within 15 days. If you're not satisfied, you can escalate to the Data Protection Board of India.
Clause 01

Grievance officer

Per the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023, the following officer is designated to receive and resolve user grievances:

Name
Souham Biswas
Designation
Grievance Officer, HawkLogic Systems Private Limited
Email
founders@hawklogicsystems.com
Hours
Mon–Fri, 10:00–18:00 IST
Postal
The Grievance Officer
HawkLogic Systems Private Limited
CIN U30305KA2024PTC194380
HD-80, Manyata Redwood, WeWork India Management,
Venkateshapura, Bangalore North,
Bangalore — 560045, Karnataka, India
Ack. SLA
Within 24 hours of receipt
Resolution SLA
Within 15 days of receipt, per IT Rule 3(2)
Clause 02

What counts as a grievance

You may raise a grievance about, among other things:

  • Personal data of yours being collected, processed, or retained in violation of our Privacy Policy;
  • A certificate issued in your name that you did not authorise (suspected forgery or identity misuse);
  • A certificate that was wrongly revoked or wrongly continues to verify after revocation;
  • Inappropriate, unlawful, or harmful content uploaded to pramaan.me by an Organizer;
  • Service outages, refund disputes, or any breach of these Terms.
Clause 03

How to raise a grievance

Email founders@hawklogicsystems.com with:

  1. Your name and email (so we can reply to you).
  2. What happened, with as much detail as you're comfortable sharing.
  3. Any references — certificate ID, recipient ID, verification URL, event code, or screenshots.
  4. What you'd like us to do — delete data, revoke a certificate, refund, investigate, etc.

If you can't email, post a letter to the address above. We accept postal grievances but they take longer to log.

Clause 04

Escalation path

Most grievances are resolved at step 1. Each step below is only triggered if the previous step doesn't satisfy you.

01
Day 0 → Day 15

Grievance Officer

Acknowledgement within 24 hours; resolution within 15 days. The Grievance Officer has authority to refund, revoke certificates, delete data, and direct Organizers to make changes.
02
Day 15 → Day 30

Internal appeal

If you're not satisfied with the Grievance Officer's resolution, you may appeal in writing to our Founder & CEO at founders@hawklogicsystems.com. The appeal is reviewed within a further 15 days.
03
Day 30 onwards

Data Protection Board / Consumer Forum

For privacy matters, you may file a complaint with the Data Protection Board of India (constituted under the DPDP Act, 2023). For consumer matters, with the appropriate District / State / National Consumer Disputes Redressal Commission. See sections 7 and 8 below.
Clause 05

Reporting a forged certificate

If you've encountered a certificate that you believe is forged — or that has been issued in your name without consent — please email founders@hawklogicsystems.com with:

  • The verification URL or QR scan of the certificate;
  • The reason you believe it's forged (e.g. "I never attended this event," "this isn't my name," "the date is impossible");
  • Optional: any supporting evidence.

We will investigate within 72 hours. Our investigation uses the issuance audit trail — IP, time, device fingerprint, and the Organizer's records. If we confirm forgery, we revoke the certificate immediately; the verification URL will display the revocation reason and date. We will also notify the Organizer's account.

If the certificate was issued through misuse of your personal data (e.g. someone signed you up without consent), you have additional rights under the DPDP Act, 2023; raise a parallel grievance under section 1 of this page.

Clause 06

Response timelines — summary

Acknowledgement
24 hours, all grievances
Standard grievance
Resolution in 15 days (per IT Rule 3(2))
Forgery report
Investigation begins in 72 hours; resolution in 7 days
Refund dispute
Resolution in 7 business days
DPDP-Act data request
First response in 7 working days; full resolution in 15
Internal appeal
Reviewed in 15 days from appeal date
Clause 07

Data Protection Board of India

Under Sections 27 and 28 of the Digital Personal Data Protection Act, 2023, you may file a complaint with the Data Protection Board of India (DPBI) if you are not satisfied with our resolution of a privacy grievance.

Where to file. Once the DPBI publishes its online filing portal, links and procedural steps will be added here. As of 14 May 2026, the Board accepts complaints by email at the address notified in the relevant Gazette notification — please refer to meity.gov.in for the current address.

We will cooperate with any DPBI inquiry and disclose information as directed.

Clause 08

Consumer disputes

Under the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, consumer disputes against pramaan.me may also be raised before the appropriate Consumer Disputes Redressal Commission (District, State, or National) depending on the value of the claim.

You also have access to the National Consumer Helpline at 1915 or via the INGRAM portal at consumerhelpline.gov.in.