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The Grievance Officer’s Playbook

Standard operating procedures for managing, investigating, and resolving Data Principal grievances within the SLA.

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Table of Contents

Understanding SLA Requirements
The DPDP Act mandates that grievances must be addressed in a timely manner. Data Fiduciaries must acknowledge complaints quickly and resolve them within the stipulated timeframe to avoid escalation to the Data Protection Board.

Using the ConveyGrid Grievance Module
  1. Intake: Data Principals submit grievances via your Privacy Dashboard.
  2. Triage: The system automatically notifies your designated Grievance Officer and logs the ticket.
  3. Investigation: Use the attached consent history and audit logs to investigate the claim.
  4. Resolution: Respond to the user directly through the platform to maintain a complete, auditable record of the resolution.

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