Privacy Policy

1. Information We Collect

When you use the Portal, including via our WhatsApp chatbot, we may collect:

• Your name, phone number, and email address.
• Complaint details, attachments, and any messages you send us.
• Payment details processed via our payment gateway (Razorpay) for paid services — we do not store your full card or bank details ourselves.
• Technical information such as IP address and browser/device information, for security purposes.

2. How We Use Your Information

• To register, process, and route your complaint to the relevant department or officer.
• To send you status updates about your complaint via WhatsApp, email, or SMS.
• To process payments for services that require a fee.
• To maintain the security and integrity of the Portal.

3. Sharing of Information

We share your information only as necessary to resolve your complaint — with the relevant department, office, or officer — and with service providers who help us operate the Portal, such as our payment gateway (Razorpay) and messaging provider (WhatsApp Business API). We do not sell your personal information to third parties.

4. Data Retention

We retain your information for as long as necessary to resolve your complaint and to comply with applicable legal, regulatory, or record-keeping requirements.

5. Data Security

We take reasonable technical and organizational measures to protect your information from unauthorized access, alteration, disclosure, or destruction.

6. Your Rights

You may request access to, correction of, or deletion of your personal information, subject to our legal and record-keeping obligations, by contacting us using the details listed in the Portal.

7. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page.

8. Contact Us

For any privacy-related questions, please contact us using the details listed in the Portal.