Grievance officer
Version 2026-10-25 · Effective 25 October 2026 · What changed ·
Anyone may complain to our Grievance Officer about content on Drasken Cloud, about our service, or about how we handle personal data. This page says who the officer is, how to complain, how quickly we act and where you can appeal.
On this page
The short version
This summary helps you find your way. The sections below give the detail.
- Our Grievance Officer is Suraj Kumar Aggarwal, CEO & Founder, at grievance@draskencloud.com.
- You do not need an account to complain.
- We acknowledge a complaint within 24 hours and resolve it within 15 days.
- We act on a request to remove unlawful content within 72 hours, and within 24 hours for intimate images of a person shared without their consent.
- Customers can also complain through support; we acknowledge within 48 hours with a reference number and resolve within one month.
- If you disagree with our decision, you can appeal to the Grievance Appellate Committee within 30 days, or for personal data to the Data Protection Board of India.
1. Who the Grievance Officer is
In short
One named person at Drasken Labs handles grievances. Write to them by email or post.
1.1 Contact details
Drasken Cloud is run by Drasken Labs Private Limited (CIN U62091DL2025PTC453940). Our Grievance Officer is appointed under the Information Technology Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023.
| Name | Suraj Kumar Aggarwal |
| Designation | CEO & Founder |
| grievance@draskencloud.com | |
| Email for personal data | privacy@draskencloud.com |
| Post | Grievance Officer, Drasken Labs Private Limited, 416, Block C (Old No. C-196), Gali No. 7, Om Nagar, Badarpur, South Delhi, Delhi 110044, India |
1.2 When we read your complaint
We read the grievance mailbox every day, including weekends and public holidays, so that we can acknowledge within 24 hours. Email is faster than post: a letter's clock starts when it reaches us.
2. What you can raise here
In short
Content on Drasken Cloud, our service, and personal data. Some things have a faster address of their own.
2.1 What the Grievance Officer handles
- Content on Drasken Cloud. Anyone, customer or not, may complain about an app, website or file that one of our customers runs on Drasken Cloud. For example, it may break the rules in Terms 3.4 or our acceptable-use policy. This includes requests to remove content.
- Our service, if you are a customer. Complaints about Drasken Cloud, a charge, or how we handled a request or an action we took on your account.
- Personal data. Complaints about how we handle personal data about you, as our privacy policy explains.
We host what our customers run, but we do not write it or review it before it runs. When a complaint is about a customer's content, we decide whether it breaks our rules or the law and act on it as section 5 describes. We cannot settle a private dispute between you and our customer.
2.2 Where else to go
| For | Write to |
|---|---|
| Help using Drasken Cloud | support@draskencloud.com, or Support in the console |
| Spam, attacks, phishing or malware coming from Drasken Cloud, and copyright notices | abuse@draskencloud.com, see Report abuse |
| Using your rights over your personal data (see, download, correct, erase, nominate) | privacy@draskencloud.com, see Privacy policy |
| Invoices and payments | billing@draskencloud.com |
| Legal notices, and orders from courts and government agencies | legal@draskencloud.com |
If you write to the wrong address, we pass your message on to the right one.
3. How to complain
In short
Email the Grievance Officer. Say what you complain about, where it is, why, and how we can reach you.
3.1 What to include
Your complaint is easier to act on if it includes:
- your name, and an email address or phone number where we can reach you;
- the address of the content, for example its web address or hostname such as
shop-4f2a.ap-mum.drasken.cloud, and when you saw it; - what the content is and why you think it is unlawful or breaks our rules, naming the law or the rule if you can;
- if you act for someone else, who they are and that you may act for them;
- for a complaint about our service, your account's email address and any support reference number.
If something is missing, we ask for it in our acknowledgement. We do not wait for it to start looking at what you have sent.
3.2 Intimate images shared without consent
You can complain about content that shows you, or a person you act for, in a sexual or intimate way without consent. That covers content exposing private areas, showing full or partial nudity or a sexual act, or impersonating the person, including altered or artificial images.
- The person shown may complain, or anyone may complain on their behalf.
- Send the address of the content and say that it shows the person. Do not send us copies of the images.
- We ask only for what we reasonably need to find the content and act. You do not need to prove anything more than that, or go to the police first.
- We do not tell our customer who complained, and only the few staff who must act on the complaint see the content.
4. How quickly we act
In short
We acknowledge within 24 hours and resolve within 15 days. Some content is removed much faster.
Times run from when your complaint first reaches us.
| Complaint | We acknowledge | We act or resolve |
|---|---|---|
| Any complaint to the Grievance Officer | Within 24 hours | Within 15 days |
| Request to remove content listed in Terms 3.4, items 2, 3 and 5 to 8 and 10 | Within 24 hours | Within 72 hours |
| Request to remove content about someone else's rights, intellectual property or online games (Terms 3.4, items 1, 4 and 9) | Within 24 hours | Within 15 days |
| Intimate images shared without consent (section 3.2) | Within 24 hours | Removed or access disabled within 24 hours |
| Customer complaint sent to support | Within 48 hours, with a reference number | Within one month |
| Personal data | Within 24 hours | Within 15 days; requests to use your rights within 30 days, as the privacy policy says |
A customer complaint sent to the Grievance Officer gets the Grievance Officer's shorter times.
5. What happens next
In short
We give you a reference, look at the complaint, decide, act, and tell you what we decided and why.
- Acknowledgement. We reply with a reference number, what happens next and the date by which we will decide.
- Looking into it. We look at the content or the records only as far as the complaint needs.
- Deciding. We decide whether the content or our action breaks our rules or the law, and record the reason.
- Acting. If it does, we remove or disable access to the content at the smallest scope that deals with it, usually the app or address involved. Indian law requires us to keep a copy of removed content and its records for 180 days, or longer if a court or authorised agency asks.
- Telling our customer. We tell the customer whose content it is what was complained of and what we did, and how they can respond, as Terms 8.2 describes. For the fastest removals we act first and tell them straight after.
- Telling you. We reply with our decision, the reason for it, and how to appeal (section 6).
We keep a record of each complaint and our decision.
6. If you are not satisfied
In short
You can appeal to a government committee, the Data Protection Board, or a Consumer Commission, depending on what the complaint is about.
6.1 Content and our decisions under the IT Rules
You may appeal the Grievance Officer's decision to the Grievance Appellate Committee set up by the Government of India, within 30 days of receiving it. Appeals are filed online on the Committee's portal, gac.gov.in.
6.2 Personal data
If you are not satisfied with how we handled a complaint about personal data, you may complain to the Data Protection Board of India. The law asks you to use our grievance process first. The Board works online; its website explains how to file a complaint.
6.3 Consumers
If you use Drasken Cloud as a consumer, you may go to a Consumer Commission under the Consumer Protection Act, 2019, including where you live, as Terms 10.4 says. The National Consumer Helpline (1915) can help you before you file.
None of these routes stops you going to a court.
What changed
| Version | Effective | What changed |
|---|---|---|
| 2026-10-25 | 25 October 2026 | First published version. |