Privacy Policy

About this Privacy Policy

Namma Complaint is a citizen grievance reporting portal owned and operated by Namma Mysore Foundation®, Mysuru, Karnataka, India.

This standalone Privacy Policy has been separated from the privacy-related provisions contained in the supplied Terms and Conditions. The source document itself requires a separate Privacy Policy to be published alongside the Terms. This draft should be legally vetted before publication.

Information We Collect

The Platform may process personal and complaint-related information that users provide when registering or submitting a Complaint. This can include a full legal name, active mobile number, valid email address, complaint text, images, videos, audio recordings, documents, location data and other material accompanying a Complaint.

Identity and Verification

Source Clause 8.1: You must use your real name and valid contact details. You are required to provide your full legal name, an active mobile number, and a valid email address at the time of registration or submission.

Source Clause 8.3: You consent to reasonable verification of your identity and contact details, including verification by one-time password sent to your mobile number or email address, and to being contacted for clarification regarding your Complaint.

Source Clause 8.5: You are solely responsible for maintaining the confidentiality of your account credentials and for all activity carried out under your account. Notify us immediately at nammacomplaint@gmail.com if you suspect unauthorised use.

How We Use Information

Source Clause 10.1: You consent to the Foundation processing, storing and sharing your data internally to investigate the issue. This includes collection, recording, organisation, storage, retrieval, use, analysis and internal disclosure of your personal data and Complaint data.

The information may therefore be used to document, verify, investigate, analyse, communicate about and escalate a Complaint.

How Information Is Shared

Source Clause 10.2: You further consent to the Foundation disclosing your Complaint, and such of your personal data as is reasonably necessary, to:

• the relevant Authority to which the Complaint is escalated;
• field volunteers, verification teams and project partners engaged in acting on the Complaint;
• service providers who host, secure or maintain the Platform, under appropriate confidentiality obligations; and
• persons to whom disclosure is required by law, court order or direction of a competent Authority.

Aggregated and Anonymised Use

Source Clause 10.4: The Foundation may publish, share or use Complaint data in aggregated, anonymised or de-identified form for research, statistical analysis, dashboards, awareness campaigns, funding proposals, annual reports and public advocacy. Such use does not identify you personally.

Uploaded Evidence and Third-Party Data

Source Clause 10.7: You must not submit the personal data of any third party unless it is directly relevant to the Complaint and you are lawfully entitled to share it. You are responsible for any third-party personal data you choose to include.

Source Clause 13.1: Where your Content shows identifiable individuals who are not the subject of the Complaint, you should mask or blur their faces before uploading, unless their appearance is necessary to establish the complaint.

Source Clause 13.2: You must not upload images or recordings of children in a manner that identifies them, and must not upload images of any person in a degrading, humiliating or intrusive situation.

Source Clause 13.3: You must redact vehicle registration numbers, identity documents, bank details, addresses, phone numbers and similar identifiers that are not essential to the Complaint.

Source Clause 13.4: The Foundation may itself redact, blur or withhold parts of your Content before any onward sharing or publication, and may decline Content that cannot be adequately anonymised.

Retention

Source Clause 10.5: Complaint records will be retained for so long as is necessary for the purposes stated, for statutory or audit requirements, and for the establishment or defence of legal claims, after which they will be deleted or anonymised.

Security

Source Clause 10.8: While the Foundation applies reasonable security safeguards, no system is completely secure, and the Foundation does not warrant that transmission or storage of data will be free from unauthorised access, loss or interception.

Limits of Confidentiality

Source Clause 16.1: The Foundation will treat your personal data with reasonable care, but cannot guarantee confidentiality in every circumstance.

Source Clause 16.2: Your identity, Complaint and associated records may be disclosed where disclosure is required by law, by an order of a court or tribunal, by a summons or notice from a police or investigating agency, or by any other lawful direction of a competent Authority, and the Foundation may make such disclosure without prior reference to you where it is not permitted to notify you.

Source Clause 16.3: Where a Complaint results in legal or regulatory proceedings, you may be called upon by the Authority concerned to give a statement or evidence. That obligation arises from law and not from the Foundation, and the Foundation has no power to relieve you of it.

Your Choices and Rights

Source Clause 10.6: You may withdraw your consent, or request access to, correction of, or erasure of your personal data, by writing to the Grievance Officer named in Clause 24. Withdrawal of consent will operate prospectively; it will not affect processing already lawfully carried out, will not require recall of a Complaint already escalated to an Authority, and may make it impossible for the Foundation to continue processing your Complaint.

Source Clause 10.3: The Foundation processes personal data in accordance with the Digital Personal Data Protection Act, 2023 and applicable rules, on the basis of the consent you give under these Terms, and limits processing to the purposes stated in these Terms and the Privacy Policy.

Third-Party Services

Source Clause 23.1: The Platform may contain links to, or integrations with, third-party websites, maps, analytics tools or government portals. The Foundation does not control these and is not responsible for their content, availability, security or privacy practices.

Source Clause 23.2: Your use of any third-party service is governed by that party's own terms and privacy policy.

Grievance and Privacy Requests

Source Clause 24.1: In accordance with the Information Technology Act, 2000 and the rules made thereunder, the Foundation has appointed a Grievance Officer for complaints concerning the Platform, its Content, or the handling of your personal data:

Source Clause 24.3: Requests for removal of Content, correction of personal data, or withdrawal of consent should be addressed to the Grievance Officer with sufficient particulars to identify the Complaint concerned.