Grievance Officer (India)
Information for users in India whose data is processed under the Digital Personal Data Protection Act, 2023 ("DPDP Act") and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 ("IT Rules 2021").
1. Grievance Officer details
- Name
- The named Grievance Officer is the founder of HealthLens. Full name and DIN/PAN identifiers are available on written request to verify identity for legal correspondence.
- Designation
- Grievance Officer & Data Protection Contact
- contact@fcappstudio.tech with subject
[Grievance] - Working hours
- Monday–Friday, 10:00–18:00 IST (excluding public holidays in India)
- Address
- Available on written request, in accordance with privacy of the named individual.
2. Scope of the Officer's role
The Grievance Officer is the point of contact for users to:
- raise complaints about how their personal data has been collected, used, shared, retained or deleted;
- exercise their rights under the DPDP Act (access, correction, completion, updating, erasure, grievance redressal, right to nominate);
- flag content on the app that violates the IT Rules 2021;
- report a security incident or suspected breach;
- escalate any unresolved support issue.
3. How to file a complaint
- Send an email to the address above with subject
[Grievance]. - Send it from the email address registered with your account, where possible.
- Include the following:
- your name and the email used to sign in to the app;
- a clear description of the issue and the date(s) it occurred;
- screenshots, screen recordings, or any reference number we have previously given you;
- the outcome you are seeking (for example, deletion of a specific record, correction of a profile field, or compensation if you believe you have suffered harm).
4. Timelines
| Step | Timeline |
|---|---|
| Acknowledgement of receipt | Within 24 hours of receipt under the IT Rules 2021 |
| Disposal of grievance | Within 15 days of receipt under the IT Rules 2021 |
| Disposal of complex grievance involving third parties | Up to 30 days, with reasoned interim updates |
| Data-rights request under DPDP (access, correction, erasure) | Within 30 days of verification, extendable up to 90 days for complex requests with notice |
5. Escalation
If you are not satisfied with the Grievance Officer's response, you may:
- file a complaint with the Data Protection Board of India once it is operational under the DPDP Act 2023;
- approach the Grievance Appellate Committee constituted under the IT Rules 2021;
- file a complaint with the Ministry of Electronics and Information Technology (MeitY) via meity.gov.in;
- seek any other remedy available under Indian law, including before a competent civil or consumer forum.
6. Children's data
The DPDP Act 2023 places special restrictions on the processing of personal data of children (under 18 in India). The app is intended for users 18+. If you believe data of a child has been processed without verifiable parental consent, please write to the Grievance Officer with subject [Child Data] and we will treat it with priority.
7. Right to nominate
Under the DPDP Act 2023, you have the right to nominate another individual who may exercise your rights in the event of your death or incapacity. To register a nomination, email the Grievance Officer with subject [Nomination] and the nominee's name and email. We will hold your instruction on file and will action it on receipt of suitable proof of the triggering event.
8. Languages
You may file a grievance in English, Hindi or Gujarati. Replies will normally be in the same language.