Grievance Redressal Policy & DPO Portal
Available for user data privacy inquiries and grievance redressal.
Caxi ("we", "our", or "us") is committed to fair, transparent, and prompt redressal of user grievances. This Grievance Redressal Policy is formulated in strict accordance with Section 13 of the Digital Personal Data Protection (DPDP) Act, 2023, Section 5(9) of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
1. Purpose & Statutory Scope
This policy applies to all Data Principals (riders, driver partners, fleet operators, and visitors) whose personal data is processed by Caxi. It governs:
- Complaints regarding unauthorized processing, data leakage, or privacy infringement.
- Requests for exercising statutory rights (Access, Correction, Erasure, Consent Withdrawal, or Nomination).
- Operational grievances related to account security, token revocation, or biometric/KYC documents.
2. Designated Data Protection Officer (DPO) & Grievance Officer
In accordance with Indian statutory requirements, Caxi has appointed a resident Data Protection Officer and Grievance Redressal Officer:
- Officer Name: Asif Iqbal
- Designation: Resident Data Protection Officer (DPO) & Head of Grievance Redressal
- Official Statutory Email: grievance@caxi.in
- General Operations Support: support@caxi.in
- Direct Helpline: +91 94711 09494
- Postal Address: Caxi, Sector 12F, Bokaro Steel City, Jharkhand, India - 827012
- Operating Hours: Monday through Friday, 9:00 AM to 6:00 PM IST (excluding statutory public holidays)
3. Three-Tier Grievance Escalation Hierarchy
To ensure rapid and structured resolution, Caxi operates a three-tier grievance handling hierarchy:
For trip-level queries, fare disputes, cancellation fee waivers, or basic account questions. Reachable via in-app 24/7 support chat or by emailing support@caxi.in.
If Tier 1 support does not resolve your privacy matter within 48 hours, or if your issue involves personal data processing, data deletion, nomination, or security incidents under the DPDP Act. Email grievance@caxi.in.
Under Section 13(3) of the DPDP Act 2023, if you do not receive a resolution from Caxi within thirty (30) days or are dissatisfied with the remedy provided, you have the legal right to file a formal complaint before the Data Protection Board of India.
4. Procedure for Exercising Data Principal Rights
You may exercise any of the statutory rights granted under Chapter III of the DPDP Act, 2023:
- Right to Access (Section 11): View your trip history, profile metadata, and saved locations directly inside the app, or request a complete summary of personal data by writing to grievance@caxi.in.
- Right to Correction & Erasure (Section 12): Request rectification of misleading information or permanent account deletion. You can execute self-service account deletion via the in-app Privacy Center or using our web deletion trigger on the Privacy Policy page.
- Right to Nominate (Section 14): Designate a trusted nominee to act on your behalf regarding your personal data in the event of death or incapacity directly inside the Caxi App.
- Right to Withdraw Consent (Section 6(4)): You may withdraw consent for marketing communications or optional analytics at any time via the in-app Privacy Center or by emailing the DPO.
5. Mandatory Information for Lodging a Grievance
To enable prompt investigation and verification, please include the following details in your communication to grievance@caxi.in:
- Full Name as registered on your Caxi profile.
- Registered Mobile Number and email address associated with your account.
- Specific Nature of Grievance: Clear description of the privacy concern, unauthorized access, or right being exercised.
- Supporting References: Ride ID, transaction receipt, or screenshots where applicable.
6. Statutory Turnaround & Resolution SLA
In compliance with Section 13(2) of the DPDP Act, 2023 and the Information Technology Rules:
- Preliminary Acknowledgment: We acknowledge receipt of every grievance within twenty-four (24) to forty-eight (48) hours with a unique Grievance Tracking Reference.
- Formal Resolution SLA: The grievance shall be formally investigated and resolved within a maximum of thirty (30) calendar days from the date of receipt.
7. Cybersecurity Incidents & CERT-In Reporting
For suspected unauthorized access, critical cybersecurity vulnerabilities, or emergency incident reporting under the CERT-In Directions 2022, notifications may be copied directly to the Indian Computer Emergency Response Team at incident@cert-in.org.in or by calling the National Cyber Crime Helpline at 1930.