1. Grievance Officer
Stralines Labs Private Limited appoints a Grievance Officer per the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023:
- Email: grievance@stralines.com
- Operating hours: Monday–Friday, 10:00–18:00 IST
2. Response SLA
We follow the IT Rules 2021 timelines: acknowledgement within 24 hours of receiving your complaint, and resolution within 15 days. If your grievance involves takedown of unlawful content, we will act within 36 hours per Rule 3(2)(b).
3. How to file a grievance
Email grievance@stralines.com with:
- Your registered account email
- Nature of the grievance (data privacy, content, billing, security)
- Date of the incident and any reference IDs
- Supporting screenshots or documents
4. Escalation — Data Protection Officer
For privacy-related grievances unresolved by the Grievance Officer, escalate to the Data Protection Officer at dpo@stralines.com. The DPO responds within 7 days.
5. Further escalation — DPDPA Adjudicator
If the DPO response is unsatisfactory, you may escalate to the Adjudicating Officer appointed under Section 27 of the Digital Personal Data Protection Act, 2023, or to the Data Protection Board of India once notified.
Operated by Stralines Labs Private Limited, a company incorporated in India (2026). Registered office: 81/1, Muthukrishnapuram Main, 6th Street, Thoothukudi, Tamil Nadu, India - 628002 · GSTIN: 33ABUCS1462L1ZU.