This is a draft. It is not in force.
This page sets out how the Comsky grievance redressal policy will be structured. It is being prepared with counsel and has not been adopted. Nothing here is a commitment, and no officer, timeline or remedy described below can be relied on yet. The terms that bind Comsky and its customers today are available on request from legal@comsky.ai. Ask for them before you need them.
Grievance redressal
Indian law requires an operator of this kind to name a Grievance Officer, publish how to reach that officer, and answer within a stated period. The sections below are the ones the final document will carry, in the order it will carry them.
1. Purpose and scope
States that the policy exists to satisfy the grievance obligations under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, and names which Comsky products and which categories of person — customer, end user, partner, visitor — it covers.
2. The entity you are contracting with
Comsky is operated by Comhard Technologies Private Limited, registered in Noida, Uttar Pradesh. This section will carry the full registered address, the CIN and the GSTIN, so that a complaint is addressed to a real company rather than to a brand name.
3. Designation of the Grievance Officer
The name, designation, postal address, email address and telephone number of the officer, published as the Rules require. Currently —.
4. What counts as a grievance
Defines the categories the officer is obliged to take: service failure, billing dispute, data access and deletion requests, abuse or misuse of a Comsky service by another party, and conduct of Comsky staff. Also states what is handled as ordinary support instead.
Raising it, and what happens next.
The route a complaint travels, who holds it at each step, and the point at which it stops being a support ticket and becomes a grievance on the record.
How to raise a grievance
Written notice to the Grievance Officer by email or post. The final text will list what a complaint must contain for the clock to start.
- ·Account or workspace identifier
- ·The product and the dates involved
- ·What was asked for earlier, and of whom
Acknowledgement
Every grievance is acknowledged in writing with a reference number, and the reference is what you quote from then on. Support is staffed in IST, and the acknowledgement window will be stated in working days on that basis.
Investigation and outcome
The officer investigates, records what was found, and writes back with the outcome and the reasoning. An outcome you disagree with can be escalated rather than only repeated.
- ·Findings given in writing
- ·Escalation path named in the same reply
Escalation
If the officer does not answer within the stated period, or the answer is unsatisfactory, the complaint escalates to a nodal officer and then to the statutory forum. The final text will name both.
| Stage | Where it goes | Time |
|---|---|---|
| Acknowledgement of a grievance | Grievance Officer | — |
| Substantive reply | Grievance Officer | — |
| Escalation to the nodal officer | Nodal officer | — |
| Data access, export or deletion request | Grievance Officer | — |
Every cell above is deliberately empty. Publishing a number before it is both lawful and achievable would make this page worse than having none.
The complaints that come up in practice.
9. Data access, export and deletion
Customer data is held in Indian data centres and is exportable in an open format without asking us first. This section will cover requests to access, correct or delete data, and the written confirmation that follows a deletion.
10. Billing and wallet disputes
Comsky bills from a prepaid wallet, with no minimum term and no lock-in, so a billing dispute is about what was drawn from the wallet rather than about escaping a contract. The section will set out how a disputed charge is reviewed and what happens to the balance meanwhile. Refund terms are —.
11. Abuse, content and takedown
How to report content or activity hosted on a Comsky service by another party, what Comsky will do on receiving such a report, and how the party complained against is told. Takedown windows are —.
12. Records and confidentiality
Grievances, the actions taken on them and any staff access to customer data are written to an append-only audit trail that cannot be quietly edited. This section will state how long those records are kept — and who inside Comsky can read them.
Limits, changes and law.
13. What this policy does not cover
Service credits and availability commitments belong in the SLA, not here, and this section will point at that document rather than restate it. Availability figures are —.
14. Amendments
How a change to this policy is made, where the effective date is recorded, and how customers are told. Material changes will be notified rather than only republished.
15. Governing law and disputes
The law that governs this policy and the forum for a dispute that is not resolved through the steps above. Both are —.
What people ask about a draft policy.
Does this page bind Comsky today?
No. It describes the shape of a document that has not been adopted. The binding terms are the ones sent to you from legal@comsky.ai, and where the two differ, those terms apply.
Who is the Grievance Officer right now?
The officer has not been named on this page. Naming one here before the appointment is recorded would be worse than leaving it blank. Write to legal@comsky.ai and the complaint reaches the people who can act on it.
How do I complain in the meantime?
Through support first, at support@comsky.ai, which is staffed in IST. If that does not resolve it, write to legal@comsky.ai and say that you are escalating. You will get a written reply either way.
Why are the timelines blank?
Because a published timeline is a promise. We would rather publish the structure now and the numbers once counsel has confirmed the statutory minimum and we know we can meet it. We are also not going to put a completion date on this page that we then miss — ask where it stands and you will get an honest answer.
Can I leave if a grievance is not resolved?
Yes. Billing is prepaid, there is no minimum term and there is no lock-in. You can export your data in an open format yourself and ask for confirmed deletion afterwards.
A complaint should reach a person.
Until this policy is adopted, legal@comsky.ai is the address that reaches the people who can answer, and support@comsky.ai is the one that fixes things faster.
Comhard Technologies Private Limited, Noida, Uttar Pradesh.