Ticker Lab — Grievance Officer

In compliance with India's Digital Personal Data Protection Act, 2023 (Section 8) and the Information Technology Rules, 2011 (Rule 5), the Operator has designated a Grievance Officer to address user concerns.

1. Designated Grievance Officer

2. Hours of availability

The Grievance Officer is available during the following hours, excluding Indian public holidays:

10:00 IST to 18:00 IST, Monday through Friday

Emails received outside these hours are acknowledged on the next business day.

3. How to raise a grievance

You may raise a grievance regarding:

• Personal data processing — exercising your rights under the DPDP Act (access, correction, deletion, withdrawal of consent, nomination)
• Service issues — billing disputes, refund matters, account access problems
• Security concerns — suspected unauthorised access, data breach concerns
• Any other matter related to your use of the Platform

Process:

1. Email us at [email protected] with the subject line prefix "Grievance:" followed by a brief description.

2. Include in your message:
   - The email address associated with your account
   - A clear description of your concern
   - Any supporting information (screenshots, transaction references)
   - Your preferred mode of response (email is default)

3. Acknowledgement: We will acknowledge receipt within 24 hours of business-hour receipt.

4. Substantive response: We will provide a substantive response within 15 days, sooner for urgent matters relating to security or active service issues.

5. Resolution: Where the grievance can be resolved within the response, we will state the resolution and any actions taken. Where further investigation is needed, we will provide a timeline for resolution.

4. Escalation

If you are unsatisfied with our response, or if we fail to respond within the timelines stated above, you may escalate to the appropriate authority:

We will cooperate fully with any lawful inquiry from these authorities.

5. Records

We maintain records of all grievances received and responses provided for a period of at least 3 years, in compliance with the DPDP Act's auditability requirements. These records are available to the Data Protection Board of India on request.

6. Contact