1. When to file a grievance
Use this channel — rather than the regular contact form — if your concern involves any of the following:
- A privacy or data-protection complaint under the DPDPA, 2023 or the IT Rules, 2011.
- Removal of unlawful content under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
- Allegation that the Site has hosted content you believe infringes your intellectual property or personal rights.
- A material safety, defamation, or fraud concern that requires immediate escalation.
Routine bug reports, calculator suggestions, or partnership requests go via the regular Contact form, which is also read by the same team but processed separately.
2. Grievance Officer details
Designated under Rule 3(2) of the IT Intermediary Guidelines, 2021:
- Name: [Grievance Officer name — update before launch]
- Designation: Grievance Officer, CoinCalc
- Email: grievance@coincalc.in
- Postal address: [Registered office address — update before launch]
- Working hours: Monday to Friday, 10:00 AM – 6:00 PM IST (excluding public holidays)
3. What to include in your grievance
To process your grievance efficiently, please include:
- Your full name and contact information.
- A clear description of the issue (one paragraph is enough).
- The specific URL(s) on https://coincalc.in that the grievance relates to.
- Any supporting documents (screenshots, identity proof if relevant, prior correspondence).
- The remedy you are seeking.
4. Our timeline
- Acknowledgement: within 24 hours of receipt (excluding weekends and public holidays).
- Initial response: within 7 days, indicating whether the grievance is admitted and what next steps we will take.
- Resolution: within 15 days from receipt, as mandated by Rule 3(2)(b) of the IT Rules, 2021 and Section 13 of the DPDPA, 2023.
Complex cases that genuinely require longer (for example, a deep technical investigation) will receive a written explanation of the delay and a revised timeline.
5. Escalation
If you are dissatisfied with our response (or the absence of one within the prescribed timelines), you may escalate to the following statutory bodies, as applicable:
- Data Protection Board of India (under the DPDPA, 2023) — for data-protection complaints that we have not resolved.
- Ministry of Electronics and Information Technology (MeitY) (meity.gov.in) — for IT Rules-related complaints.
- National Consumer Helpline (consumerhelpline.gov.in, toll-free 1915) — for consumer disputes.
6. Frivolous grievances
We respond to every grievance in good faith. However, repeated or manifestly frivolous complaints — especially those intended to harass rather than seek redressal — may be summarily closed with a record of the reason.