CellStrat Information Systems Private Limited, which operates CellAssist, wants to give you the best possible experience and is committed to resolving any concern you raise about the Service, the content on it, or the way we handle personal data.
This page is published under the Information Technology Act, 2000 and the rules made under it, including the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the SPDI Rules, 2011, and under the Digital Personal Data Protection Act, 2023.
Grievance Officer and Data Protection Officer
- Name
- Indrajit Singh
- Designation
- Chief Technology Officer
- care@cellassist.ai
- Address
- CellStrat Information Systems Private Limited, Vaishnavi Signature, Marathahalli-Sarjapur Outer Ring Road, Bellandur, Bengaluru, Karnataka 560103, India
1. Our commitment
| Step | When |
|---|---|
| We acknowledge your complaint, with a reference number | Within 24 hours of receiving it |
| We resolve your complaint | Within 15 days of receiving it |
| We act on a request to remove information that is unlawful under Rule 3(1)(b) of the IT Rules | Within 72 hours of the request |
| We act on a complaint about content that shows a person's private areas, nudity or a sexual act, or impersonates a person in an altered image | Within 24 hours of receiving it |
If we need more information from you, or from the business you dealt with, we will tell you what we need and keep you informed of progress.
2. What you can raise
- How your personal data is collected, used, shared or kept.
- A request to use your rights: to get a summary of your data, correct or erase it, withdraw consent, or nominate someone to act for you.
- Unwanted calls or messages from an assistant that runs on CellAssist.
- An assistant that pretended to be someone it is not, pressured you, or asked for an OTP, PIN, password or card number.
- Content on the Service that you believe is unlawful or breaks our Acceptable Use Policy.
- Your CellAssist account, billing or the Service itself.
3. How to raise a grievance
Email care@cellassist.ai, or write to the address above. Please include:
- your name, and an email address or phone number where we can reach you;
- whether you are a CellAssist customer, a member of a customer's team, or someone who spoke with or received a message from a business using CellAssist;
- if your complaint is about a call or message: the business's name if you know it, the phone number involved, and the date and time;
- what happened, and what you would like us to do; and
- any screenshots or documents that help.
Never send us an OTP, PIN, password or full card number. Include health information only if your complaint cannot be understood without it. Before acting on a request about personal data, we may ask you to confirm your identity.
4. If your concern is about a business that uses CellAssist
Each business that uses CellAssist sets up and controls its own assistant, and decides what happens to the information collected on its calls and messages. For the quickest answer, contact that business first.
You can also write to us. We will pass your complaint to the business, help it respond, and act on anything that is our own responsibility, such as an assistant that breaks our Acceptable Use Policy.
5. If you are not satisfied
- Personal data. Once you have used this grievance process, you may complain to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023.
- A decision of our Grievance Officer. Under the IT Rules, you may appeal to the Grievance Appellate Committee within 30 days of receiving our decision, at gac.gov.in.
- Unwanted commercial calls. You can report them to your telecom operator, by calling or sending an SMS to 1909, or through the TRAI DND app.
- Suspected fraud. You can report a suspected fraud call or message through Chakshu on the Department of Telecommunications' Sanchar Saathi portal. If you have lost money or been targeted by cyber fraud, call 1930 or report it at cybercrime.gov.in.
- Outside India. You may complain to the data protection authority where you live.
For more about how we handle personal data, see our Privacy Policy and our Terms and Conditions.