Grievance Redressal

The designated Grievance Officer for MAS is:

Name: Senthil Muthu

Designation: Grievance Officer & Founder

Email: grievance@madrasadvisory.com

Office: Chennai, India

Office hours: Monday to Friday, 10:00 to 18:00 Indian Standard Time, excluding public holidays.

A grievance is any complaint or concern relating to:

the collection, use, disclosure, retention, accuracy, or security of personal data by MAS;

exercise of rights under the DPDP Act, 2023, the GDPR / UK GDPR, the CCPA / CPRA, or any other applicable data-protection law;

the operation of the site, including accessibility, factual accuracy, or unauthorised content;

the conduct of any MAS personnel during a consulting engagement; and

any other matter for which a redressal mechanism is required by law.

Send a written grievance by email to grievance@madrasadvisory.com. To enable us to investigate effectively, please include: (a) your name and contact details; (b) a clear description of the matter; (c) any relevant dates, references, or correspondence; and (d) the outcome you are seeking.

We do not require a specific form, but a structured complaint helps us resolve it more quickly. You are entitled to assistance in submitting a grievance and may authorise another person, including a legal representative, to act on your behalf.

We will acknowledge receipt of a grievance within 72 hours of receipt. The acknowledgement will include a unique reference number, the name of the case handler, and an indicative timeline for resolution.

We will investigate and resolve every grievance within 30 calendar days of receipt, in line with the timeframe contemplated by Rule 5(9) of the SPDI Rules, 2011 and the DPDP Act, 2023. Where a matter is complex and cannot be resolved within that period, we will communicate a revised timeline and the reasons before the original period expires.

If you are not satisfied with the resolution provided by the Grievance Officer, you may escalate the matter in writing to the firm's Managing Partner at the same address.

If you remain unsatisfied, you have the right to approach the relevant supervisory authority, including:

India: the Data Protection Board of India, constituted under the DPDP Act, 2023.

United Kingdom: the Information Commissioner's Office (ICO), ico.org.uk.

European Union: the data-protection authority of your member state of residence, place of work, or place of the alleged infringement.

California: the California Privacy Protection Agency (CPPA) or the Office of the Attorney General.

MAS will not retaliate against any person who submits a grievance in good faith or who exercises any right under applicable data-protection law. Submitting a grievance has no effect on the standing of any existing engagement.

We maintain a confidential register of grievances received, investigations performed, decisions taken, and remedial action implemented. The register is reviewed periodically by senior management to identify systemic issues and improve our practices.

Grievances are handled free of charge. Where a request is manifestly unfounded, excessive, or repetitive, we reserve the right under applicable law to charge a reasonable administrative fee or to decline to act, in which case we will explain our reasons in writing.

This policy is reviewed at least annually and updated to reflect changes in law, regulatory guidance, or our internal procedures. The current version is identified by the Updated date at the top of this page.