1. Who to contact
Cehpoint has appointed a Grievance Officer as required by the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and a Data Protection Officer for matters under the Digital Personal Data Protection Act, 2023. Both are reachable at:
Grievance Officer / Data Protection Officer, Cehpoint
Email: grievance@cehpoint.co.in
Post: West Bengal, India — the registered office address is available on request and will be provided on any written demand.
We publish a role and a monitored address rather than an individual’s personal contact details, so that a complaint reaches whoever holds the role on the day you write.
2. What you can raise
Anything. In practice these are the common ones: a service that was not delivered as described; a charge you do not recognise; content on our platform you believe is unlawful or infringes your rights; the conduct of a partner firm we introduced you to; a verification decision; and anything to do with your personal data — access, correction, erasure, or a suspected breach.
3. How to raise it
Email grievance@cehpoint.co.in. Tell us who you are, the email address on your Cehpoint account, what happened, when, and what you would like us to do. If it concerns a specific order, invoice or matter, quote its reference — it is the fastest way to a real answer.
You do not need to use a form, a template or particular wording, and you do not need a lawyer to complain to us.
4. How quickly we respond
- Acknowledgement — within 24 hours. You will receive confirmation that we have it, with a reference.
- Resolution — within 15 days of receipt, as the IT Rules, 2021 require. Most are settled well inside that.
- Unlawful content — within 36 hours of a valid order or complaint, we will act on content required to be removed.
- Data protection requests — within 30 days. If we need longer we will tell you why, before the deadline, not after it.
If a complaint will take longer than these periods because it depends on somebody outside Cehpoint, we will say so and give you a date.
5. What we do with it
Every grievance is logged with a reference, assigned to a person, and closed only with a written outcome sent to you. Where a complaint concerns a partner firm on our platform, we will tell you what we have asked them and what they said. Where we got something wrong, we will say so plainly and put it right; where we do not agree, we will explain why rather than simply closing the matter.
6. If you are still not satisfied
Tell us. Ask for the matter to be reviewed by someone who has not handled it, and it will be. Nothing in this policy limits your right to approach a consumer forum, a court of competent jurisdiction, or any regulator with authority over the matter.
7. Data protection complaints
For complaints about how we handle your personal data, write to the same address and say that it is a data protection matter. If you are not satisfied with our response, you may complain to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023. We will not obstruct or delay that, and we will provide any record of the complaint you need in order to make it.
8. Records
We keep grievance records for three years from closure, so that a pattern can be seen and so that we can answer a regulator who asks. See the Data Retention & Deletion Policy.
Write to grievance@cehpoint.co.in for anything in this document, or to support@cehpoint.co.in for day-to-day help.