Lineage/Legal/Grievance
Version 1.0 · Effective April 2026
Raising a grievance.
Who to contact, what to expect, and how to escalate if you are not satisfied. This mechanism meets the requirements of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023.
The designated officer
A named person, not a form.
Complaints reach a designated officer who is accountable for acknowledging and resolving them within the timelines below. If a matter is genuinely complex we will tell you so in writing and give you a revised date rather than let it run silently.
For data-rights requests — access, correction, erasure, or nomination — the fastest route is the in-product data rights flow, which tracks the request through to resolution. Personal-data matters sit with our Data Protection Officer, Rajesh S under the DPDP Act.
The same person holds both designations — Grievance Officer under the IT Rules and Data Protection Officer under the DPDP Act. You do not have to work out which statute applies before writing.
Required under IT Rules 2021 r.3(2) and the DPDP Act, 2023.
What we commit to
Timelines, in writing.
| One contact | The same person holds both designations, so a complaint about the service and a request about personal data reach the same desk. You do not have to work out which statute applies before writing. |
|---|---|
| Acknowledgement | Within 24 hours of a complaint reaching the Grievance Officer. |
| Resolution | Within 15 days, or a written interim status and a revised timeline where the matter is genuinely complex. |
| Data subject requests | Within 90 days of a verified request, as required by the DPDP Act and Rules. |
| Security incidents | Six-hour reporting to CERT-In for the classes it covers; 48-hour notification to affected firms. |
| Grievance records | Retained for three years from resolution, for audit. |
How to raise one
Three steps, and an escalation.
Include as much detail as you can — it materially shortens the round trip. If you are writing on behalf of someone else in your household, say so.
Write to the Grievance Officer
Email contact@lineage.money with a subject line starting [Grievance]. Include your registered email address, what happened, when, and what outcome you are seeking.
Acknowledgement within 24 hours
You will receive a reference number. Quote it on anything you send afterwards so the thread stays together.
Resolution within 15 days
Or, where the matter is genuinely complex, a written interim status and a revised timeline. Verified data subject requests under the DPDP Act are answered within 90 days.
If you are not satisfied
Reply to the same thread asking for escalation, and the matter is reviewed by someone who did not handle it first time. Nothing here limits any statutory remedy available to you, including approaching the Data Protection Board of India.
Grievance records are retained for three years from resolution, for audit. How your data is held →
Something else on your mind?
Not every question is a grievance. General enquiries reach the same desk.