Lesson 3.5: Grievance redressal

Module 3 · Lesson 3.5 of 8 · About 30 minutes · Grievance redressal

Every fiduciary needs a complaint route that actually works. This DPDPA 2023 course page explains grievance redressal in plain language.

grievance redressal - DPDPA 2023 course lesson banner

What you will learn about grievance redressal

Build a grievance route
Know the response time rule
Understand when a person can go to the Board

Section 13 and Rule 14 (grievance redressal)

A Data Principal has the right to readily available means of grievance redressal. The fiduciary must respond within the period it publishes, which under the Rules cannot exceed 90 days. The person must use this route first before going to the Board.

Grievance life cycle

Select a numbered box to read more.

Tap or click a step to see exactly what to do.

Internal service levels (recommended, not legal minimums) (grievance redressal)

Step	Target
Acknowledge	2 working days
Respond	30 days
Legal outer limit under Rules	90 days

Worked example

A person complains about unwanted SMS. The company stops the messages in 24 hours, explains the cause, and closes the grievance in 7 days.

Activity (5 minutes) (grievance redressal)

Publish a contact email and a one-line promise on response time on your website.

Key takeaway: A fast fix removes most Board complaints before they exist.

Check your understanding of grievance redressal

Q1. The Rules cap grievance response at:

Q2. Before the Board, a person should:

Q3. The 30-day target in this lesson is:

← Right to erasure and the limits of erasure Right to nominate →

Educational material for learning purposes, not legal advice. Check the official text of the DPDP Act, 2023, the DPDP Rules, 2025 and MeitY notifications for the latest position.

Official sources for grievance redressal: Digital Personal Data Protection Rules, 2025 (MeitY, PDF) and DPDP Rules 2025, English text (PDF). Always check the latest official notifications.