If no one owns the complaint, the customer loses trust fast.
Imagine a customer on your platform says: 'Delete my phone number.' Nobody knows who should handle it. The support team sends them in circles. The customer gets angry and tells others. This happens every day on small platforms and marketplaces in India. The new data law says you must have a clear path for complaints. No clear path means big trouble.
Say you run an online marketplace. A seller messages you on WhatsApp. He says his PAN card number is showing wrong on his profile. Who fixes it? If your team has no clear answer, that is a problem. Or a buyer says: stop sending me SMS offers. Who stops it? You need one person or one team to own these questions. Write it down. Tell your support staff. Track every complaint. Do not let it fall through the cracks.
Pick one person to own all information complaints on your platform.
Write a simple list: who handles data questions, fixes, and escalations.
Check if your business is ready. Takes 3 minutes. Visit saralprivacy.com/assessment
“A platform without a response map eventually trains users to distrust support.”
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