Grievance Redressal
Last updated: April 30, 2026
Most issues are resolved faster at Level 1.
If your concern is about billing, account access, technical problems, a payment issue, or general feedback, please email support@trygetbill.com first. Most queries are resolved within 1-2 working days at this level. Use the Grievance Officer (Level 2) only if Level 1 has not resolved your concern, or your matter falls under one of the categories listed in Section 3 below (data protection, content takedown, intellectual property, or formal complaints under IT Rules 2021).
TryGetBill is committed to addressing your concerns in a fair, transparent, and timely manner. This page describes how you can raise a complaint and the timelines within which we will respond, in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021; the Digital Personal Data Protection Act, 2023; and the Consumer Protection (E-Commerce) Rules, 2020.
1. Three-Tier Grievance Mechanism
We follow a three-tier escalation model. Please start at Level 1. If your concern is not resolved at Level 1, escalate to Level 2. If still unresolved at Level 2, you may approach the appropriate external authority listed at Level 3.
Level 1 - Customer Support
For routine queries, account issues, billing questions, technical problems, and general feedback.
- Email: support@trygetbill.com
- Acknowledgment: Within 24 hours of receipt
- Resolution: Within 7 working days for standard issues
- Working hours: Monday to Friday, 10:00 to 18:00 IST (excluding Indian public holidays)
Level 2 - Grievance Officer
If your Level 1 complaint is not resolved within the stated timeline, or you are dissatisfied with the resolution provided, escalate to the Grievance Officer. The Grievance Officer also handles complaints relating to: data protection rights under the DPDP Act, 2023; privacy concerns; content takedown requests; intellectual property notices; intermediary obligations under IT Rules 2021; and consumer complaints under the Consumer Protection (E-Commerce) Rules, 2020.
Grievance Officer
Name: KAMBAM MADHU SUDHAN
Designation: Founder & Grievance Officer
Email: grievance@trygetbill.com
Postal Address: Kotha Veedhi, Porumamilla, YSR Kadapa District, Andhra Pradesh - 516193, India
Working Hours: Monday to Friday, 10:00 to 18:00 IST
Acknowledgment: Within 24 hours of receipt, in compliance with Rule 3(2)(a) of the IT Rules, 2021.
Resolution: Within 15 days from the date of receipt of the complaint, in compliance with Rule 3(2)(a) of the IT Rules, 2021. For complex matters that require additional time, we will inform you of the reasons for the delay and provide an expected resolution date.
Level 3 - External Escalation
If your complaint is not resolved at Level 2, or you are dissatisfied with the resolution provided by the Grievance Officer, you may approach the appropriate external authority based on the nature of your complaint:
| Type of Complaint | Authority | Contact |
|---|---|---|
| Personal data protection / privacy | Data Protection Board of India | Constituted under DPDP Act, 2023 (operational portal pending; check meity.gov.in for updates) |
| Consumer complaint (refund, service deficiency) | National Consumer Helpline | Toll-free: 1915 | consumerhelpline.gov.in |
| Cybercrime, fraud, hacking, online abuse | National Cyber Crime Reporting Portal | cybercrime.gov.in | Helpline: 1930 |
| Intermediary non-compliance (IT Rules 2021) | Ministry of Electronics and Information Technology (MeitY) | meity.gov.in |
| Cyber security incident reporting | CERT-In (Indian Computer Emergency Response Team) | cert-in.org.in |
| Payment disputes (Razorpay-related) | Razorpay Grievance / RBI Banking Ombudsman | razorpay.com/grievance |
2. What to Include in Your Complaint
To help us resolve your complaint efficiently, please include the following information in your email:
- Your full name and contact details
- The email address registered with your TryGetBill account (if applicable)
- A clear description of the issue, including dates and times where relevant
- What outcome you are seeking
- Razorpay Payment ID (if the complaint relates to a payment)
- Session ID or invoice reference (if applicable)
- Screenshots, logs, or any supporting evidence
- Whether you have already raised the matter at Level 1 (and the outcome)
3. Categories of Complaints Handled
The Grievance Officer handles complaints including but not limited to:
- Data subject rights requests under the DPDP Act, 2023 (access, correction, erasure, withdrawal of consent, nomination)
- Requests to remove or block content that violates these Terms or applicable law
- Notices alleging infringement of copyright or other intellectual property rights (see also our Copyright & Takedown Policy)
- Reports of impersonation, fraud, or misuse of the platform by other users
- Reports of harassment, threats, or abusive content
- Privacy concerns regarding the handling of personal data
- Account suspension or termination disputes
- Refund or billing escalations not resolved at Level 1
- Government and law enforcement requests
- Concerns regarding the TryGetBill PayLock™ free tool, including file content, payment links, and abuse reports
4. Anonymous and Anti-Retaliation
You may submit a complaint anonymously, but please note that we may be unable to verify, investigate, or respond to anonymous complaints in some cases. TryGetBill will not retaliate against any user who raises a good-faith complaint.
However, filing knowingly false, frivolous, vexatious, or malicious complaints is a violation of our Acceptable Use Policy and may result in account suspension, termination, or legal action.
5. Confidentiality
All complaints are handled with reasonable confidentiality. Information about complainants and the substance of complaints is shared only with persons who need access to investigate and resolve the matter, or where disclosure is required by law or court order.
6. Records and Audit
TryGetBill maintains records of grievances received, actions taken, and timelines for resolution, as required under Rule 3(2) of the IT Rules, 2021. These records are made available to regulatory authorities upon lawful request.
7. Updates to This Page
The contact details of the Grievance Officer and the procedures described on this page may change. Updates will be reflected on this page within a reasonable time. The current version is the version published at trygetbill.com/grievance.