Grievance redressal
How to complain about your personal data, who handles it, how long we take, and where to go if we get it wrong.
Why this page exists
Section 13 of the Digital Personal Data Protection Act, 2023 requires every Data Fiduciary to give people a way to complain about how their personal data is handled, to publish the details of the person who deals with those complaints, and to respond within a reasonable period. This page is that route.
It is also the route for anything else that goes wrong: a rights request we did not answer, a message you did not ask for, content you believe should not be on the service, or a security concern.
Who handles complaints
- Grievance Officer — Mohit Dhawan
- Email — mohit.dhawan@consenko.com
- Post — CONSENKO STUDIOS PRIVATE LIMITED, 2nd Floor, B-30, Block B, Sector 4, Noida, Uttar Pradesh 201301
This is a monitored mailbox and a real person. For anything that is not about personal data, hello@consenko.com is faster.
What you can raise here
- A request under sections 11 to 14 of the DPDP Act — a summary of your data, correction, completion, updating, erasure, or nominating someone to act for you — that we have not answered or have answered badly.
- Withdrawal of consent that did not take effect.
- Personal data of yours being processed for something you did not agree to.
- Messages you did not consent to receive.
- A suspected personal data breach.
- Content or conduct on the service that breaks the Acceptable use policy.
How to raise it
Email mohit.dhawan@consenko.com and include:
- Your name and the email address your account uses. If you are nominated under section 14 to act for someone else, say so and include their details.
- What happened, with dates, and the workspace or business it concerns.
- What you want us to do.
Attach anything that helps — a screenshot, the message you received, a reference number. We may ask you to confirm your identity before we act; that check protects your data from someone impersonating you, and we keep it as light as we safely can.
What we do with it
- Acknowledge. We confirm receipt and give you a reference.
- Investigate. We find the records, work out what happened, and tell you if we need anything more from you.
- Respond. We tell you the outcome, what we changed, and — if we are refusing — the reason and what you can do next.
Our targets, which match the grievance-response setting configured for the platform, are:
- Acknowledgement — within 2 working days of receiving your grievance.
- Resolution — within 30 days, and sooner where we can. If a matter genuinely needs longer, we tell you why and give a revised date.
We keep a record of every grievance, what we decided and when, because being able to show how a complaint was handled is part of handling it.
If the complaint is about a business that uses gobazo
For the data a customer business loads into its own workspace, that business is the Data Fiduciary and we are only its processor. We cannot correct or erase their records on our own initiative — doing so would mean acting on one company's data at the request of someone with no relationship to us.
So if your complaint is about a shop, brand or company that uses gobazo, please raise it with that business first; they can act immediately. If you cannot reach them, write to us anyway. We will pass it to the right business without delay, tell you we have done so, and support them in answering you. What we will not do is quietly ignore it because it is not ours to fix.
If you are not satisfied
If we do not respond, or you are not satisfied with our response, you may complain to the Data Protection Board of India under the DPDP Act.
Please use this route first. The Act expects the Data Fiduciary's own grievance mechanism to be exhausted before the Board is approached, and in practice most complaints are a mistake we can correct in days.