Grievance Officer

In accordance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023, the name and contact details of the Grievance Officer are provided below.

How to Raise a Grievance

1. Send an email to the Grievance Officer at the address above with the subject line “Grievance – [Order Number / Short Description]”.
2. Include your full name, registered email/phone, order number (if applicable), and a clear description of the issue with any supporting screenshots or documents.
3. You will receive an acknowledgement within 48 hours.
4. Every grievance will be resolved within 15 days of receipt, as required by the IT Rules, 2021.

Scope of Grievances Handled

• Content removal requests (impersonation, defamation, IP violations)
• Account-related disputes (suspension, unauthorized access)
• Personal data access, correction, erasure, or portability requests under the DPDPA, 2023
• Order, payment, refund, shipping, and return disputes not resolved via standard customer support
• Complaints regarding the conduct of sellers on the platform

Customer Support vs Grievance Officer

For routine queries (order tracking, standard returns, product questions), please contact customer support first. The Grievance Officer handles escalations where standard support has not resolved the issue within 7 days.

Further Escalation

If you are not satisfied with the resolution provided by the Grievance Officer, you may escalate to the Consumer Helpline at 1915 or the National Consumer Disputes Redressal Commission via consumerhelpline.gov.in.

Data Protection Officer (DPO)

For data protection specific matters under the DPDPA, 2023, please write to dpo@palmultistore.com. The DPO is accessible through the Grievance Officer channel above until a dedicated line is established.