Contact & Grievance Officer
Last updated 2026-05-18 · Version 1.0
1. Who to email
| If your query is about… | Response SLA | |
|---|---|---|
| General / support / login / activation / missing access | info@digisurfaustralia.com.au | 1–2 business days |
| Billing, refunds, receipts | info@digisurfaustralia.com.au | 2 business days |
| Privacy, data subject requests, deletion, export | info@digisurfaustralia.com.au | 30 days statutory (DPDP) |
| Grievance (formal complaint, unresolved issues) | info@digisurfaustralia.com.au | 48 hr ack · 15 day resolution |
| Accessibility / press / partnerships | info@digisurfaustralia.com.au | 5 business days |
2. Operating entity (statutory disclosure)
Under IT Rules 2021 Rule 4(2) and Consumer Protection (E-Commerce) Rules 2020 §5(2):
- Legal name: DigiSurf Australia Pty Ltd
- Operates the platform for all customers, including users in India.
3. Grievance Officer (India)
Designated under IT Rules 2021 Rule 4(1)(c), CP-E-Commerce Rules 2020 §5(8), and DPDP Act 2023 §8(9):
- Designation: Grievance Officer & Data Protection Contact
- Email: info@digisurfaustralia.com.au
- Office hours: Monday – Saturday, 09:00 – 19:00 IST
Service level: we acknowledge written grievances within 48 hours and resolve them within 15 days as required by IT Rules 2021 and CP-E-Commerce Rules 2020. DPDP §13 allows up to 30 days for data-principal grievances; we aim to close within 15.
If your grievance is not resolved to your satisfaction, you may escalate to:
- National Consumer Helpline: 1915 (toll-free) or consumerhelpline.gov.in
- Consumer Disputes Redressal Commission (District / State / National per Consumer Protection Act 2019 §34) — at your place of residence
- Data Protection Board of India for DPDP matters (DPDP §27)
- Cyber Crime portal for IT Act violations: cybercrime.gov.in
4. What to include in a complaint
To help us resolve fast, include:
- Your registered email
- Transaction ID (if billing)
- Date / time of issue
- Screenshots if helpful
- Preferred resolution outcome
5. Languages
Support is offered in English. For correspondence in Hindi, Tamil, Telugu, Bengali, Marathi, Gujarati, Kannada, Malayalam, Punjabi, or Odia, please indicate your preferred language; turnaround may be slightly longer for translation.