Grievance Redressal
Last updated: October 2026 · OpenSoz, India
How to raise a complaint with OpenSoz, including the Grievance Officer process under Indian law.
1. How to raise a grievance
If you have a complaint about an OpenSoz website, product or service, you can raise a grievance by emailing support@opensoz.com, with info@opensoz.com and query@opensoz.com also available for general mail. Please describe the issue clearly, include your project request ID or product account email where relevant, and attach any evidence that helps, such as a screenshot or transaction detail. OpenSoz aims to acknowledge grievances promptly and to resolve them within the timelines required by applicable Indian law, including the IT Rules 2011 where they apply.
2. Grievance Officer
Under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021 and related Indian law, where applicable, OpenSoz designates a Grievance Officer for complaints about content and services. The Grievance Officer details are placeholders until the business confirms the appointment: Name: [Grievance Officer name — to be confirmed]. Email: [Grievance Officer email — to be confirmed]. Until the appointment is confirmed, grievances should be sent to support@opensoz.com, which will route them to the responsible team and record them for the Grievance Officer process. This page will be updated with confirmed details as soon as they are available.
3. What happens after you complain
After you raise a grievance, OpenSoz will acknowledge it, review the facts, and, where needed, ask for further information. For content complaints, such as a concern about material on the site, OpenSoz will assess whether the content breaches its policies or the law, and will take appropriate action, which may include correction, removal or an explanation of why no action is taken. For service complaints, OpenSoz will check the project or account record and propose a remedy where one is due, such as a fix, a credit, or a refund assessed under the Refund Policy. You will be informed of the outcome.
4. Timelines
OpenSoz aims to acknowledge a grievance within 24 hours on working days and to resolve it as quickly as the issue allows. Where Indian law sets a specific timeline for a category of grievance — for example, for certain intermediary complaints — OpenSoz will meet that timeline or explain why more time is needed. Complex cases, such as those requiring a payment provider or platform response, may take longer, and OpenSoz will keep you informed of progress rather than leaving the complaint silent. If a timeline cannot be met, the reason will be communicated.
5. Privacy and data grievances
For grievances about personal data — such as access, correction, erasure, or a concern about how your data was processed — email support@opensoz.com and mention that the grievance relates to personal data, so it can be routed correctly under the Digital Personal Data Protection Act 2023. The Privacy Policy sets out your rights in detail, including the right to approach the Data Protection Board of India if you believe your rights have not been respected. OpenSoz will record data grievances separately from general support tickets, so they receive the attention the law requires.
6. Escalation
If you are not satisfied with the outcome of a grievance, you may escalate it by replying to the grievance correspondence and asking for a senior review, setting out why you believe the outcome was wrong. OpenSoz will arrange a fresh review by someone not involved in the original decision where that is practical. Nothing in this page limits your right to approach a consumer forum, a court, a regulator or another competent authority under Indian law, including the Consumer Protection Act 2019, and OpenSoz will cooperate with lawful proceedings.
7. Keeping records
OpenSoz keeps records of grievances and their outcomes for the period required by law and for service improvement. Records are handled in line with the Privacy Policy, and personal data in a grievance is used only to investigate and resolve that grievance, unless the law requires otherwise. If you raise a grievance on behalf of someone else, please confirm that you have their permission, or your authority to act, so OpenSoz can discuss the matter with you lawfully.
Questions about this page? Email support@opensoz.com.