Grievance Officer

All grievances, complaints, and data-related requests addressed to OCXLY must be directed to the Grievance Officer at the contact details above. Communications sent to other OCXLY addresses (such as [email protected]) for matters that are within the scope of this office will be forwarded, but may take longer to process. For the fastest resolution, please use [email protected] directly.

The appointment of a Grievance Officer is a statutory obligation under the following Indian legislation:

IT (Intermediary Guidelines) Rules 2021 — Rule 3(2)

Every intermediary must designate a Grievance Officer who shall acknowledge a complaint within 24 hours and resolve it within 30 days of receipt. The name and contact details of the Grievance Officer must be published prominently on the intermediary's website and mobile application.

Digital Personal Data Protection Act 2023 — Section 13

Every Data Fiduciary must establish a mechanism to enable Data Principals to contact the Data Fiduciary to register a complaint, and to establish a grievance redressal mechanism. OCXLY's Grievance Officer is the designated point of contact for all DPDPA-related complaints from Data Principals (individuals whose personal data we process).

Consumer Protection (E-Commerce) Rules 2020 — Rule 7

Every e-commerce entity must appoint a Grievance Officer for the purpose of consumer complaints. The officer's name and contact details must be displayed prominently on the e-commerce entity's website.

IT Act 2000 — Section 79

OCXLY operates as an intermediary under Section 79 of the IT Act 2000. Maintenance of the Grievance Officer mechanism is a condition of the safe harbour protection available to intermediaries under that section.

The OCXLY Grievance Officer handles complaints across four broad categories:

1 · Content & Platform Complaints

• Content on any OCXLY property that you believe is unlawful, harmful, obscene, defamatory, libellous, hateful, or otherwise violates applicable Indian law
• Content that infringes your intellectual property rights (copyright, trademark) — please include specific URLs and proof of ownership
• Impersonation of yourself or your organisation on any OCXLY platform
• Content that violates OCXLY's published policies
• Misinformation or factually incorrect content that causes or may cause harm

2 · Data & Privacy Complaints

• Complaints about how OCXLY collects, stores, uses, or shares your personal data
• Requests to access, correct, or erase your personal data (Data Principal rights under DPDPA 2023)
• Withdrawal of consent for processing of your personal data
• Concerns about cookie or tracking practices not covered in our Cookie Policy
• Suspected data breach or unauthorised access to your personal data

3 · Consumer / Transaction Complaints

• Complaints about products or services purchased through any OCXLY division (including books from the Publishing House, software licenses from OcxlyDev, or services from OCXLY AI Labs)
• Billing disputes, refund requests, or cancellation issues
• Misleading product descriptions or pricing
• Failure to deliver a purchased product or service within the agreed timeline

4 · Accessibility & Discrimination

• Complaints that OCXLY's services are inaccessible to persons with disabilities
• Complaints of discriminatory treatment in the provision of OCXLY services

To ensure your complaint is processed as quickly as possible, please include the following information when you write to us:

Required information

• Your full name as you would like to be addressed in correspondence
• Your contact details — a valid email address and, optionally, a phone number
• Nature of the complaint — a clear description of the issue, the content, product, or service involved, and the specific harm or concern
• URL or reference — if your complaint is about specific content, include the full URL and, where possible, a screenshot
• Date of the incident — when you first encountered or experienced the issue
• Relief sought — what outcome you are requesting (e.g. removal of content, data deletion, refund)

How to send your complaint

Send your complaint by email to [email protected]. Use the subject line format: GRIEVANCE · [Brief Description] — for example, GRIEVANCE · Refund Request for Order #1234 or GRIEVANCE · Unlawful Content at URL.

For urgent matters involving potential harm (e.g. non-consensual intimate imagery, content involving a minor, or an active data breach), you may also call the Grievance Officer directly at +91 91885 59999 during business hours (Mon–Sat, 9 AM–6 PM IST).

Language

Complaints may be submitted in English or Malayalam. We will respond in the same language in which you write to us. See also § 10.

We follow the statutory timeline prescribed under IT Rules 2021 Rule 3(2), with tighter internal targets where possible:

The 30-day clock starts from the date on which your complaint is received at [email protected]. If we request additional information from you and you do not respond within 7 days, the clock pauses until we receive your response.

Under the Digital Personal Data Protection Act 2023, individuals whose personal data is processed by OCXLY (referred to as "Data Principals") have the following rights, all of which can be exercised through the Grievance Officer:

Right to access information (Section 11)

You have the right to obtain a summary of the personal data OCXLY holds about you, the processing activities being carried out with it, the identities of any third parties with whom it has been shared, and the means by which you may exercise your other rights.

Right to correction and erasure (Section 12)

You may request that we correct inaccurate or misleading personal data, complete incomplete data, or erase personal data that is no longer necessary for the purpose for which it was collected, or for which consent has been withdrawn.

Right to grievance redressal (Section 13)

You have the right to have your grievance redressed within the timelines prescribed in § 05 above. If we fail to resolve your complaint satisfactorily, you may approach the Data Protection Board of India once it is constituted.

Right to nominate (Section 14)

You may nominate another individual to exercise your DPDPA rights on your behalf in the event of your death or incapacity. To register a nomination, write to [email protected].

Withdrawal of consent

You may withdraw consent for processing your personal data at any time. Withdrawal does not affect the lawfulness of processing carried out before withdrawal. To withdraw consent, email [email protected] with the subject line CONSENT WITHDRAWAL.

For complaints related to products or services purchased through any OCXLY division, the Grievance Officer handles the following under the Consumer Protection Act 2019 and E-Commerce Rules 2020:

• Refund disputes — if a refund has been requested per our Refund Policy and not processed within the stated timeline
• Defective or misdescribed products — books, software, or digital products that do not match their published description
• Service failures — if an OCXLY service was not delivered as contracted
• Billing errors — incorrect charges, duplicate billing, or unauthorised transactions attributed to OCXLY
• Unfair trade practices — if you believe OCXLY has engaged in misleading advertising or deceptive conduct

Please include your order number, transaction ID, or invoice reference when raising a consumer complaint, along with any supporting documentation (receipts, screenshots, correspondence).

If your complaint is not resolved to your satisfaction within 30 days, or if the Grievance Officer's decision is unsatisfactory, you may escalate through the following channels:

Grievance Appellate Committee (GAC)

Under IT Rules 2021 Rule 3A, the Government of India has established Grievance Appellate Committees. If you are dissatisfied with the Grievance Officer's decision on a content-related complaint, you may appeal to the GAC within 30 days of receiving the Grievance Officer's decision. The GAC portal is available at gac.gov.in.

Data Protection Board of India (DPDPA complaints)

Once constituted, the Data Protection Board of India will adjudicate complaints under the DPDPA 2023. Until the Board is operationally established, you may approach the Ministry of Electronics and Information Technology (MeitY) through the CPGRAMS portal at pgportal.gov.in.

Consumer Disputes Redressal Commission

Consumer complaints may be escalated to the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act 2019 — District, State, or National, depending on the value of the claim. The National Consumer Helpline is reachable at 1800-11-4000 (toll-free) or at consumerhelpline.gov.in.

Cyber Crime Reporting (for criminal matters)

If your complaint involves a criminal offence — such as fraud, identity theft, non-consensual intimate imagery, or content involving a minor — please report it to the National Cyber Crime Reporting Portal at cybercrime.gov.in or call 1930 in addition to notifying us.

The Grievance Officer's mandate is defined by the statutes listed in § 02. The following are outside that scope:

• Business development enquiries — collaboration proposals, partnership requests, or sales enquiries should be directed to [email protected]
• Press & media enquiries — please contact [email protected]
• Technical support for general website issues — contact [email protected]
• Legal service of process — court documents, subpoenas, and legal notices must be served through formal legal channels and addressed to OCXLY's registered address in Kochi, Kerala
• Frivolous or vexatious complaints — complaints made in bad faith, with intent to harass, or that repeat a previously resolved issue without new evidence, may be declined with written reasons
• Anonymous complaints — we require a valid name and contact address to process a complaint, as we must be able to communicate our decision to you

OCXLY's Grievance Officer is fluent in English and Malayalam. Complaints may be submitted in either language and will be responded to in the same language.

If you wish to communicate in another Indian language, please indicate this in your complaint and we will make reasonable efforts to accommodate your request, though response times may be slightly longer for languages other than English and Malayalam.

Document: grievanceofficer.html · Effective: 15 January 2026
Officer: Simil M.S. · [email protected] · +91 91885 59999
Organisation: OCXLY, Kochi, Kerala, India — 682 028
Mandate: IT Rules 2021 Rule 3(2) · DPDPA 2023 Section 13 · Consumer Protection (E-Commerce) Rules 2020 Rule 7