Legal · Policy
Grievance Redressal
How to raise a complaint, who handles it and what to expect.
Write to our Grievance Officer at info@convobox.in. We acknowledge within 24 hours and aim to resolve within 15 days. You can also raise data protection complaints under the DPDP Act. If you are not satisfied, you can appeal to us again or approach the relevant authority.
Contents
Grievance Officer
In line with the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, ConvoBox Inc has a Grievance Officer.
Email: info@convobox.in
Phone: +91 73385 19445
Addresses: Electronic City, Bengaluru, Karnataka, and Omalur, Salem, Tamil Nadu, India
What you can raise
You can raise a complaint about:
- Content or messages sent through ConvoBox that you believe are unlawful, abusive or spam
- How your personal data is handled
- Billing, refunds or cancellation
- Service quality or conduct of our team
- Any other concern about ConvoBox
How to submit a complaint
- Email info@convobox.in with the subject "Grievance".
- Include your name, contact details, the account or phone number involved, a clear description, and any screenshots or links.
- If it is about a data right, you can copy info@convobox.in.
What happens next
| Step | Timeline |
|---|---|
| We acknowledge your complaint | Within 24 hours |
| We resolve it or tell you the outcome | Within 15 days of receiving it |
These timelines follow Rule 3(2) of the IT Rules 2021. Complex cases may need more information from you. We will tell you if we need it and why.
Data protection complaints (DPDP Act)
If your complaint is about personal data, you can raise it with us first, as the law asks. Write to info@convobox.in or the Grievance Officer. If you are a customer of a business that uses ConvoBox, the business is the data fiduciary for your data, so it is best to contact the business too. We will help it respond. See Data Protection and DPDP Act.
If you are not satisfied with the response, the Digital Personal Data Protection Act, 2023 provides for approaching the Data Protection Board of India once it is operational.
Appeals
If you disagree with the outcome, reply to our response and ask for a review. A different team member will look at it again, and we will explain our decision. You can also approach the courts or authorities with jurisdiction under Indian law. Under our Terms, courts in Tamil Nadu have exclusive jurisdiction over disputes with ConvoBox.
WhatsApp and Meta account issues
Some issues are decided by Meta, not by ConvoBox. These include WhatsApp Business account bans, quality rating, messaging limits, template approval and Meta's own pricing. We will help you prepare and submit an appeal, but the decision is Meta's. You can also use Meta's own support and appeal tools at business.facebook.com.
Reporting spam or abuse
If you received an unwanted WhatsApp message sent through ConvoBox, write to info@convobox.in. See the Acceptable Use and WhatsApp Messaging Policy. You can also block and report the sender inside WhatsApp.
Write to us and we will reply. You can also reach ConvoBox Inc at info@convobox.in, or call or WhatsApp +91 73385 19445.
This page is a plain-language document written in good faith. It is general information and not legal advice.