Grievances Portal

1. Introduction

Welcome to Grievances Portal ("App", "we", "our", or "us"). We are committed to protecting your privacy and ensuring you have a positive experience on our App. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our mobile application available on Google Play Store.

Please read this Privacy Policy carefully. If you do not agree with our policies and practices, please do not use our App.

2. Information We Collect

2.1 Information You Provide Directly

• Account Registration:
  • Full Name
  • Email Address
  • User Role (Student, Faculty, Admin, or SuperAdmin)
  • Organization/Institution
  • Department Information
  • Registration Number (for eligible users)
• Grievance Submission:
  • Grievance Title and Description
  • Department Related to Grievance
  • Attached Images or Photos
  • Status Updates and Communications
  • Timestamps of Submission and Updates
• User Authentication:
  • Google Account Information (via Google Sign-In)
  • Authentication Credentials

2.2 Information Collected Automatically

• Device Information (device type, operating system, version)
• App Usage Data (features accessed, time spent in app)
• IP Address and Location Data (approximate, not precise)
• Log Data (error logs, crash reports)
• Unique Device Identifiers

2.3 Information from Third Parties

• Google Sign-In Services
• Analytics Providers
• Firebase Services

3. How We Use Your Information

We use the information we collect for various purposes:

• Account Management: Creating and maintaining your user account
• Grievance Processing: Receiving, tracking, and resolving your grievances
• Communication: Sending you updates about your grievances and important notifications
• Research and Development: Improving the App's features and user experience
• Analytics: Understanding how users interact with the App
• Security: Detecting, preventing, and addressing fraud and security issues
• Legal Compliance: Fulfilling legal obligations and enforcing our Terms of Service
• Customer Support: Responding to your inquiries and providing support

4. How We Share Your Information

4.1 Information Sharing with Administrators

When you submit a grievance, your information (name, email, registration number, grievance details, and attached images) is shared with the relevant department administrators and staff responsible for investigating and resolving your grievance.

4.2 Information Sharing with Third Parties

We may share your information with:

• Service Providers: Firebase, Google Cloud services, and other technical partners who process data on our behalf
• Analytics Providers: Services that help us analyze app usage and improve our services
• Legal Requirements: Law enforcement or government agencies when required by law

4.3 We Do NOT Sell Your Data

We do not sell, trade, or rent your personal information to third parties for marketing purposes. Your data is used exclusively for the purposes stated in this Privacy Policy.

5. Data Storage and Security

5.1 Storage Location

Your data is stored securely using Firebase Firestore and Firebase Storage, which are hosted on Google Cloud infrastructure. Data may be replicated across multiple geographic locations for redundancy and backup purposes.

5.2 Security Measures

We implement industry-standard security measures including:

• Encryption of data in transit (SSL/TLS)
• Encryption of sensitive data at rest
• Secure authentication mechanisms
• Regular security audits and updates
• Access controls and role-based permissions
• Firewall protection

5.3 Data Retention

We retain your personal information for as long as necessary to provide our services and fulfill the purposes outlined in this Privacy Policy. You can request deletion of your account and associated data at any time, subject to legal retention requirements.

5.4 Note on Security

While we strive to use reasonable security measures, no method of transmission over the Internet or electronic storage is 100% secure. We cannot guarantee absolute security of your data.

6. Your Rights and Choices

6.1 Access and Portability

You have the right to access, review, and request a copy of your personal information.

6.2 Correction

You can update or correct your account information through the App settings.

6.3 Deletion

You can request deletion of your account and associated personal data. However, we may retain certain information for legal, security, or operational purposes.

6.4 Opt-Out

You can opt out of receiving non-essential notifications and communication through the App's settings. However, we may still send you critical updates about your grievances or account.

6.5 Data Portability

You can request your data in a machine-readable format.

7. Children's Privacy

The App is intended for users aged 18 and above. We do not knowingly collect personal information from users under 18. If we become aware that a user under 18 has provided us with personal information, we will delete such information and terminate the account.

8. Images and Multimedia Content

When you upload images or other multimedia content as part of your grievance:

• Images are stored securely on Firebase Storage
• Only authorized administrators can view the images
• Images are associated with your grievance record
• You can request deletion of images when your grievance is resolved
• We may use image metadata for system organization and analytics (without storing personal data from images)

9. Cookies and Tracking

Our App may use cookies and similar tracking technologies to:

• Maintain your session and login state
• Analyze app usage and performance
• Personalize your experience
• Track analytics information

You can clear cookies through your device's app settings or by uninstalling and reinstalling the App.

10. Third-Party Services

Our App integrates with third-party services. These services have their own privacy policies:

• Google Services (Firebase, Sign-In, Cloud Storage): Google Privacy Policy
• Google Fonts: Loaded from Google CDN for consistent typography
• Image Picker: Uses device storage and gallery permissions

We encourage you to review their privacy policies to understand how they handle your information.

11. Data Protection Laws

11.1 India - Digital Personal Data Protection Act

Your data is processed in compliance with the Digital Personal Data Protection Act, 2023, and relevant Indian data protection laws. As an Indian user, you have the right to access, correct, and request deletion of your personal information as per applicable Indian laws.

12. Contact Us

If you have questions about this Privacy Policy, wish to exercise your rights, or have concerns about our privacy practices, please contact us:

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will:

• Update the "Last Updated" date at the top of this page
• Notify you via the App or email of significant changes
• Request your consent if required by law

Your continued use of the App after changes constitutes your acceptance of the updated Privacy Policy.

14. Disclaimer

This Privacy Policy is provided as-is and does not create a contract. We reserve the right to modify this policy and our practices at any time. While we strive for accuracy, this document is for informational purposes and should not be construed as legal advice. Please consult with a legal professional if you have specific concerns about data protection laws.