Grievance Officer

Last updated: March 31, 2026

In compliance with the Information Technology Act, 2000 (and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021) and the Digital Personal Data Protection Act, 2023 (DPDP Act), APUA AI Private Limited has appointed a Grievance Officer to address your concerns, complaints, and grievances related to the ApuaLegal platform.

1. Grievance Officer Details

Appointed Grievance Officer

Name Neelanchal Dixit

Designation Grievance Officer & Data Protection Officer

Email neel@apua.ai (alternate: grievance@apua.ai)

Organisation APUA AI Private Limited

Address 1C Eldeco Xpress Plaza, Shaheed Path, Lucknow, Uttar Pradesh, India

Availability Monday to Friday, 10:00 AM to 6:00 PM IST

2. What You Can Report

You may contact the Grievance Officer regarding any of the following:

Data protection concerns: Issues related to the collection, processing, storage, or deletion of your personal data.
Privacy violations: If you believe your privacy rights under the DPDP Act 2023 have been violated.
Content concerns: Objections to content hosted on or generated by the ApuaLegal platform.
Service complaints: Issues with the functionality, performance, or billing of ApuaLegal services.
Account issues: Problems with account access, unauthorised access, or account security.
Intellectual property: Claims of copyright infringement or trademark violations.
Data principal rights: Requests to exercise your rights under the DPDP Act (access, correction, erasure, nomination).

3. How to File a Grievance

To file a grievance, send an email to grievance@apua.ai with the following information:

Your full name and registered email address.
A clear description of the grievance or complaint.
Relevant details such as dates, screenshots, or transaction IDs (if applicable).
The resolution you are seeking.

4. Response Timeline

Grievance Resolution Process

Acknowledgment within 72 hours -- We will acknowledge receipt of your grievance via email within 72 hours of receiving it, along with a unique grievance reference number.

Investigation (7-15 days) -- Our team will investigate the matter thoroughly, which may include contacting you for additional information.

Resolution within 30 days -- We will resolve your grievance and communicate the outcome within 30 days of receipt, as required under the IT Act and DPDP Act.

Escalation (if needed) -- If you are not satisfied with the resolution, you may escalate the matter to the Data Protection Board of India (for data protection matters) or approach the appropriate consumer forum.

5. Legal Framework

The appointment of this Grievance Officer is in compliance with:

Section 79 of the Information Technology Act, 2000 -- Safe harbour provisions for intermediaries.
Rule 3(2) of the IT (Intermediary Guidelines) Rules, 2021 -- Requirement for intermediaries to appoint a Grievance Officer.
Section 8(10) of the Digital Personal Data Protection Act, 2023 -- Obligation to respond to grievances within the prescribed timeframe.
Digital Personal Data Protection Rules, 2025 -- Notified under the DPDP Act 2023, prescribing enhanced procedures for breach notification, consent management, and cross-border data transfer compliance.

6. Data Principal Rights

Under the DPDP Act 2023, you may exercise the following rights through the Grievance Officer:

Right to access: Request a summary of your personal data being processed and related information.
Right to correction: Request correction of inaccurate or incomplete personal data.
Right to erasure: Request deletion of your personal data (subject to legal obligations requiring retention).
Right to grievance redressal: File a complaint about our data processing practices.
Right to nominate: Nominate another individual to exercise your rights in case of death or incapacity.

For detailed information about our data protection practices, please see our DPDP Act Compliance page and Privacy Policy.

7. Escalation

If you are not satisfied with the resolution provided by our Grievance Officer, you have the right to:

Escalate data protection concerns to the Data Protection Board of India established under the DPDP Act 2023.
Approach the appropriate consumer forum for service-related complaints.
Seek legal remedies through the courts in Delhi, India, as specified in our Terms of Service.

8. Commitment

We are committed to addressing all grievances fairly, transparently, and within the statutory timelines. Your concerns are important to us, and we strive to maintain the trust that legal professionals place in the ApuaLegal platform.