Grievance Officer

1. Statutory Appointment

In compliance with:

• Section 8(10) of the Digital Personal Data Protection Act, 2023,
• Rule 3(11) and Rule 4(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and
• Section 79 of the Information Technology Act, 2000,

Decipher Consultancy Services (operator of fluxeta.com) has appointed a Grievance Officer to receive and resolve complaints from users of the Fluxeta platform and visitors to creator sites hosted on Fluxeta.

2. Officer Contact Details

The Grievance Officer is reachable during business hours (10:00 to 19:00 IST, Monday to Friday, excluding public holidays).

3. Scope of Complaints

The Grievance Officer handles complaints relating to:

• Exercise of rights under the DPDPA 2023 — access to your personal data, correction of inaccurate data, erasure, nomination, withdrawal of consent.
• Alleged violation of our Privacy Policy or Terms of Service.
• Unlawful content published on a creator site hosted on Fluxeta — defamation, obscenity, infringement of intellectual property, incitement, or any other category listed under Rule 3(1)(b) of the Intermediary Guidelines.
• Impersonation or misuse of your identity, image, name or likeness on the platform.
• Non-receipt of a service or product you paid for, where Fluxeta is the merchant of record — see the Refund Policy for the complaint pathway for buyer-vs-creator disputes.

4. How to File a Complaint

Email the Grievance Officer at [email protected] with:

• Your full name and contact details.
• Account email on Fluxeta (if applicable).
• Clear description of the grievance.
• Relevant URLs, screenshots, order IDs or payment IDs.
• What outcome you are seeking.
• A signed statement confirming the information provided is true to the best of your knowledge.

Anonymous complaints will not be entertained. For DPDPA requests, we may need to verify your identity before releasing personal data.

5. Response Timelines

• Acknowledgement: within 24 hours of receipt (business days).
• Takedown of unlawful content (per Rule 3(2)(b) of the Intermediary Guidelines): within 36 hours of verified complaint.
• Resolution of general complaints: within 15 days of receipt.
• DPDPA rights requests: within the timeframe prescribed by the Act and its Rules, generally not exceeding 30 days.

6. Escalation to the Data Protection Board

If your grievance relates to processing of your personal data and you are not satisfied with the Grievance Officer's response, you may approach the Data Protection Board of India established under Section 18 of the DPDPA 2023. Details of the Board, including how to file a complaint, are available on the official notifications published by the Ministry of Electronics and Information Technology, Government of India.

For disputes that cannot be resolved amicably, you may also approach the appropriate consumer forum under the Consumer Protection Act, 2019, or the courts of Gurugram, Haryana, India.