Grievance Redressal

1. Your right to raise a grievance

Under India's Digital Personal Data Protection Act, 2023 (DPDPA) and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, you have the right to raise a grievance with us about:

• How we collect, store, or process your personal data
• A request to access, correct, or delete your data that has not been addressed
• Suspected unauthorised use of your account or personal information
• A violation of our Terms of Service, Privacy Policy, or any other published policy
• Any other concern relating to the Omako Service

2. Grievance Officer

Shwez Studio LLP has designated the following person as its Grievance Officer:

3. How to raise a grievance

Send an email to grievance@omako.app with the subject line: "Grievance: [brief description]"

Please include:

• Your full name and the email address associated with your Omako account
• A clear description of the grievance
• Any relevant dates, transaction IDs, or supporting information
• What outcome you are seeking (data deletion, correction, refund, account review, etc.)

You can also write to the postal address above if you prefer. Postal grievances are acknowledged within 5 working days of receipt.

4. What to expect

4.1 Acknowledgement

We will acknowledge your grievance within 48 hours of receipt, confirming that we have received it and providing a reference number.

4.2 Resolution

We will investigate and resolve your grievance within 30 calendar days of acknowledgement. If additional time is required due to the complexity of the matter, we will notify you before the 30-day window closes and provide a revised timeline.

4.3 Outcome

We will communicate the outcome of the investigation in writing: either the action we have taken, or a reasoned explanation of why the requested action cannot be taken. If you are unsatisfied with the outcome, see section 5 below.

5. Escalation

If you are not satisfied with our resolution, you may escalate your complaint to:

• Data Protection Board of India (once operational under the DPDPA), for data-related grievances
• National Consumer Disputes Redressal Commission (NCDRC), for consumer complaints
• Cyber Crime Cell, for suspected cybercrime or fraud involving your account (report at cybercrime.gov.in)

6. Data requests

Under the DPDPA, you have the right to:

• Access: receive a summary of personal data we hold about you
• Correction: correct inaccurate or incomplete data
• Erasure: request deletion of your personal data (subject to legal retention obligations)
• Grievance redressal: as described in this document
• Nominate: nominate a person to exercise these rights on your behalf in case of death or incapacity

To exercise any of these rights, write to privacy@omako.app. We will verify your identity before acting on the request and respond within 30 days.

7. No retaliation

Raising a grievance will never affect your service, account standing, or access to Omako. We take all complaints seriously and investigate them in good faith, regardless of their nature.