Grievance Officer

1. Overview

ProWiderKart ek financial facilitation platform hai jo users ko RBI/IRDAI-registered partner institutions ke saath connect karta hai. Hum facilitator hain — lender, insurer, ya payment aggregator NAHI.

Hamare Grievance Officer ka appointment Information Technology Act 2000, Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, aur Digital Personal Data Protection Act 2023 ke under mandatory hai.

Agar aapko ProWiderKart ki services, data handling, ya content ke baare me koi complaint hai, niche diye gaye Grievance Officer se direct contact karein.

2. Grievance Officer Contact Details

3. Types of Complaints We Address

Grievance Officer ke through aap niche diye gaye matters report kar sakte hain:

• Data Protection Issues: Unauthorized data access, unwanted communication, consent violations under DPDP Act 2023
• Privacy Concerns: Personal data deletion requests, data correction requests, withdrawal of consent
• Service-Related Complaints: Issues with referral facilitation, partner connection problems, communication delays
• Content Issues: Misleading information, factually incorrect content, content removal requests
• Spam or Unwanted Communication: WhatsApp/email me kisi aur ke through unwanted contact
• Partner-Related Issues: Concerns about partner institutions hum tak escalate kiye gaye hain (note: actual product disputes partner institution ke saath directly handle karne padenge)
• Website Bugs / Technical Issues: Form submission failures, broken pages, access issues
• Other IT Rules 2021 Violations: Defamatory content, copyright infringement, child safety concerns

4. How to File a Grievance — Step-by-Step Process

5. Information Required When Filing a Complaint

Fast resolution ke liye apni complaint me niche diye gaye details include karein:

• Aapka full name aur primary contact number
• Email address jisse ProWiderKart ke saath communication hua tha
• Complaint ki nature (clear and specific)
• Dates aur times of relevant events
• Specific service ya feature jisse related complaint hai (loan, insurance, payment gateway, partner program, content, etc.)
• Supporting evidence: screenshots, email forwards, WhatsApp chat exports, transaction IDs (if applicable)
• Desired resolution (kya outcome chahte hain)
• Previous communication attempts (if any) — reference numbers ya dates

6. Data Protection-Specific Grievances (DPDP Act 2023)

DPDP Act 2023 ke under aapko niche diye gaye rights hain. In rights ko exercise karne ke liye Grievance Officer se contact karein:

6.1 Right to Information

Aap puch sakte hain kya data hum aapke baare me store karte hain, kis purpose ke liye, kis ke saath share kiya gaya hai, aur kab tak retain hoga.

6.2 Right to Correction

Agar aapka stored data incorrect ya outdated hai, correction request kar sakte hain. Hum 15 working days me update kar denge.

6.3 Right to Erasure (Data Deletion)

Aap apna data delete karwane ka right rakhte hain. Process ke liye Data Deletion Request page visit karein, ya seedha Grievance Officer ko email karein. 30 din ke andar action liya jayega.

6.4 Right to Withdraw Consent

Jab aapne ProWiderKart ko data share kiya tha, tab consent diya tha. Aap kabhi bhi withdraw kar sakte hain — withdrawal ke baad hum aapko contact nahi karenge aur data delete kar denge (legal retention requirements ke alawa).

6.5 Right to Grievance Redressal

DPDP Act 2023 me aapka right hai ki aapki grievance properly hear ki jaye. Hum iss right ko priority dete hain.

6.6 Right to Nominate

Aap kisi aur person ko nominate kar sakte hain jo aapke nirvasit hone ke baad ya incapacity ki situation me aapke data rights exercise kare. Nomination form ke liye Grievance Officer se contact karein.

7. Response Timeline (DPDP Act 2023 & IT Rules 2021)

Hum niche diye gaye timelines follow karte hain:

• Acknowledgement: 24 hours of receipt
• Initial Response with Reference Number: Same day or next business day
• Status Updates: Every 7 days during active investigation
• Resolution for Standard Grievances: Within 30 days
• Resolution for DPDP-Related Matters: Within 30 days (mandated by Act)
• Resolution for Content Removal Requests (IT Rules 2021): Within 36 hours of legitimate request for unlawful content
• Resolution for Complex Matters: If exceeding 30 days, written justification provided with revised timeline (not exceeding 60 days)

8. Escalation Path (If Unsatisfied with Resolution)

8.1 Internal Escalation

Apni concern email karein with subject "Escalation — [Original Reference Number]" to info@prowiderkart.com. Senior member of the team will review within 7 days.

8.2 Data Protection Board of India (DPDP-Related Matters)

Data protection ya privacy issues ke liye, agar internal resolution satisfactory nahi raha, aap Data Protection Board of India ke saath complaint file kar sakte hain. Details ke liye visit karein: Ministry of Electronics and Information Technology (MeitY)

8.3 Consumer Forums (Service-Related Issues)

Service-related disputes ke liye, you may approach the District Consumer Disputes Redressal Commission under Consumer Protection Act 2019. Online complaints: consumerhelpline.gov.in

8.4 Cybercrime Cell (Online Fraud / Abuse)

Agar matter cybercrime, identity theft, ya online fraud se related hai: cybercrime.gov.in ya helpline 1930.

8.5 Sectoral Regulators

For Banking/NBFC-Related Issues: RBI Ombudsman — cms.rbi.org.in
For Insurance Issues: IRDAI Grievance Cell — igms.irdai.gov.in
For Payment Issues: RBI Ombudsman for Digital Transactions

Note: ProWiderKart facilitator hai. Loan, insurance, ya payment ke actual disputes partner institution (lender/insurer/PG) ke saath directly raise karne padenge with relevant regulator.

9. Confidentiality of Grievances

Hum aapki grievance details ko strictly confidential rakhte hain. Investigation ke dauran sirf authorized personnel ko access milega. Aapki personal information aur complaint details ko unauthorized third parties ke saath share nahi kiya jayega — except legal requirements ke under (court orders, regulatory mandates).

10. False or Frivolous Complaints

Genuine grievances ka hum welcome karte hain. Lekin clearly false, frivolous, ya malicious complaints jo competitive harm ya defamation ke intent se file ki gayi hon — un par appropriate legal action liya ja sakta hai per IT Act 2000 and applicable laws.

11. Updates to This Page

Grievance Officer contact details ya process me koi change hone par, ye page update kiya jayega. "Last Updated" date page top pe latest revision reflect karta hai. Significant changes website pe notice ke through inform kiye jayenge.