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Grievance Management Module

The Grievance Management Module (GMM) provides a structured, auditable way for Data Principals to raise grievances with Data Fiduciaries (DFs) or via the Consent Manager Platform (CMP), fulfilling Sections 11 & 12 of the DPDPA, 2023. It ensures that all grievances are tracked, escalated, and reported to the Data Protection Board of India (DPBI) as required.

1. Objectives​

  • Allow Data Principals to submit grievances easily after providing consent or from their dashboard.
  • Enable Data Fiduciaries to manage, escalate, and resolve grievances efficiently.
  • Maintain logs of all grievances for compliance and reporting to the DPBI.
  • Integrate with existing customer support/ticketing systems like Zendesk, Freshdesk, ServiceNow, etc.

2. Key Features​

FeatureDescription
Multi-Channel Grievance SubmissionData Principals can submit grievances via CMP dashboard, DF website, or mobile app.
Direct CMP AccessData Principals may log grievances directly against any DF through the CMP.
Case Logging & TrackingAutomatically create a case ID and timestamp for every grievance submitted.
Escalation ManagementBuilt-in escalation paths for unresolved or complex grievances.
Integration with Support SystemsAPIs available for Zendesk, Freshdesk, or custom ticketing solutions.
NotificationsSend status updates to Data Principals as their grievance progresses.
Reporting & AnalyticsTrack number, type, and resolution time of grievances for compliance dashboards.
DPBI ReportingExport grievance logs to meet regulatory reporting requirements.

3. Grievance Submission Points​

3.1 User Dashboard (Preferred)​

  • Data Principal logs into the Consent Manager dashboard.
  • Views all consent records and data processing activities.
  • Clicks “Raise Grievance” to open a form pre-populated with relevant data.

3.2 Direct CMP Portal​

  • Data Principal visits the Consent Manager Platform website/app.
  • Selects the Data Fiduciary from a list.
  • Submits grievance directly, which is routed to the DF’s grievance mechanism.

3.3 Post-Consent Action​

  • After granting consent, the confirmation page includes a “Raise Concern” link to file a grievance related to that consent.

4. Workflow​

  1. Submit Grievance – Data Principal uses dashboard, mobile app, or CMP portal.
  2. Log Case – CMP generates a Grievance ID, records timestamp, and categorizes complaint.
  3. Route to DF – Complaint forwarded to the DF’s grievance team or integrated ticketing system.
  4. Acknowledge – Automated acknowledgment sent to Data Principal.
  5. Investigate & Resolve – DF grievance team handles and escalates as needed.
  6. Notify Outcome – CMP or DF informs the Data Principal of resolution.
  7. Regulatory Reporting – CMP maintains log for periodic reporting to DPBI.

5. Data Model Overview​

  • Grievance ID – Unique identifier.
  • Data Principal ID – User submitting grievance.
  • Data Fiduciary ID – Target organization.
  • Consent ID / Data Activity – Linked consent or processing activity.
  • Category – Access, correction, erasure, data breach, misuse, etc.
  • Status – Open, In Progress, Escalated, Resolved, Closed.
  • Timestamp – Submission, acknowledgment, and resolution times.
  • Audit Trail – Log of all actions taken on the grievance.