Grievance Redressal
If something has gone wrong — with an app, a payment, your personal data or content on our Services — our Grievance Officer will take it up personally. Raising a grievance is free.
1. Grievance Officer
| Name | Venkatesh Radhakrishnan |
|---|---|
| Designation | Proprietor and Grievance Officer, Prabhas SaaS |
| grievance@prabhassaas.in | |
| Phone and WhatsApp | +91 70215 03895 · Chat on WhatsApp (Monday to Saturday, 10:00–18:00 IST) |
| Address | Pudukkottai, Tamil Nadu, India — full postal address on our tax invoices and on request |
The Grievance Officer is also the contact person for questions about personal data under Section 8(9) of the Digital Personal Data Protection Act, 2023.
2. What you can raise
- A problem with an app, a plan, a payment or a refund.
- A request about your personal data — access, correction, erasure, nomination or withdrawal of consent.
- Content or use of the Services that you believe is unlawful or breaks our Acceptable Use Policy.
- A security vulnerability, or a legal notice.
3. How to raise it
Write to grievance@prabhassaas.in with: your name and the e-mail on your account; the app concerned; a description of the problem and what you would like done; and any payment ID, invoice number, screenshot or link that helps. For a personal data request, write from your account’s e-mail address so we can verify it is you.
4. Our response times
| What | Acknowledged | Resolved |
|---|---|---|
| Any grievance | Within 24 hours | Within 15 days |
| Complaint as a consumer about a purchase | Within 24 hours | Within 15 days, and never later than one month |
| Request about your personal data | Within 24 hours | Within 15 days |
| Request to remove content that breaks our Acceptable Use Policy | Within 24 hours | Within 72 hours |
| Content exposing a person’s private area, nudity or sexual acts, or impersonating them | Immediately | Removed within 24 hours |
| An order from a court or an authorised government agency | On receipt | Within the time the order or the law sets |
These follow Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020. We give you a reference number and keep you informed until the grievance is closed.
5. If you are not satisfied
- Personal data: after using our process, you may complain to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023.
- Consumer complaints: the National Consumer Helpline — 1915 or consumerhelpline.gov.in — and the Consumer Disputes Redressal Commissions through e-Daakhil.
- Decisions about content: an appeal to the Grievance Appellate Committee at gac.gov.in within 30 days of our decision.
- Cyber crime and fraud: cybercrime.gov.in or the helpline 1930.