Draft 0.2-draft · 8 November 2026 · pending review by qualified counsel
Grievance redressal
How to raise a complaint or a personal-data request about Spy Monk, who handles it and how quickly we respond.
Updated By Drive Digital Editorial
Direct answer
What does the Spy Monk grievance redressal cover?
The draft grievance page names the Grievance Officer (to be appointed before launch), lists what you can raise — service, billing or refund complaints, personal-data requests, misuse concerns, security issues — what to include, the response timelines drafted under the E-Commerce Rules, IT Rules and DPDP Rules, and where to escalate: the Data Protection Board, consumer forums, cybercrime.gov.in or 1930.
- Open to non-customers, including people mentioned in content shown to a customer
- Draft 0.2 — pending review by qualified counsel; officer not yet appointed (LR-13)
Status
About this draft
Draft — pending review by qualified counsel. This document is a working draft prepared by the Spy Monk content team with reference to the sources listed in our editorial source log. It is not legal advice and has not been approved by counsel. Text in [square brackets] is a placeholder to be completed or confirmed before publication. Version 0.2-draft, dated 8 November 2026. English only until counsel approval; a Hindi version follows (legal-review register LR-14).
1. Grievance Officer
- Name — [To be appointed and published before launch]
- Designation — [Grievance Officer / Data Protection contact]
- Email — [To be confirmed]
- Postal address — Drive Digital Media Pvt. Ltd., 417–418, Alankar Plaza, Vidhyadhar Nagar, Jaipur, Rajasthan
- Hours — [To be confirmed]
2. What you can raise
- A complaint about the Spy Monk service, billing or a refund.
- A request to access, correct, update or erase your personal data, withdraw consent, or nominate someone (DPDP Act, 2023, ss. 6, 11–14).
- A concern that Spy Monk is being misused against you, or that content shown in Spy Monk concerns you.
- A security concern (please do not send passwords or one-time codes).
3. How to raise it
Please include:
- Your name and how we can contact you.
- Whether you are a Spy Monk account holder, and if so the account email.
- What the grievance is about, with links, dates, order or payment references where relevant.
- What outcome you are asking for.
We may ask for information to verify your identity before acting on a personal-data request. You will receive a reference number when we acknowledge your complaint.
4. How quickly we respond
Different laws set different timelines. As currently drafted, we will meet the following. [Counsel to confirm which of these regimes apply to Spy Monk.]
- Consumer complaint (service, billing, refund) — Consumer Protection (E-Commerce) Rules, 2020, rule 4(5) — Acknowledged within 48 hours; redressed within one month of receipt.
- Complaint by a user about content or conduct — IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, rule 3(2), as amended in 2026 — Acknowledged within 24 hours; resolved within 7 days. [Applicability to Spy Monk to be confirmed.]
- Personal-data request or grievance — DPDP Act, 2023 and DPDP Rules, 2025 — Responded to within 90 days at most; we aim for much sooner.
5. If you are not satisfied
For personal-data grievances, once you have used this process you may complain to the Data Protection Board of India (DPDP Act, s. 13(3)).
For consumer complaints, you may approach the consumer forums under the Consumer Protection Act, 2019. [Counsel to complete escalation routes, including any applicable appellate mechanism.]
For cyber crime — including extortion or online harassment — report at cybercrime.gov.in or call the national helpline 1930.