Grievance Redressal

If you are an employee of a company that uses Kiko, your employer decides what data is held about you and for how long. Requests about your own record, your payslips or your attendance history are answered fastest by your own HR or people team.

Come to us directly if your employer has not responded within the time their own policy allows, if your complaint is about the platform itself rather than your employer's decisions, or if you believe we have handled data incorrectly.

Under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, we publish a named contact for complaints.

• Designation: Grievance Officer, Kiko
• Email: grievance@kiko.co
• Postal address: the registered office address on your order form or invoice.
• Acknowledgement: within 24 hours of receipt.
• Resolution: within 15 days of receipt.

For matters under the Digital Personal Data Protection Act 2023, including questions about our role as Data Processor, write to the Data Protection Officer at dpo@kiko.co.

The Data Protection Officer is reachable independently of the account and support teams, and a complaint sent there is not routed through your account manager.

We can move faster with a little structure. None of this is mandatory, and we will not reject a complaint for missing a field.

• Your name and a contact address we can reply to.
• The organisation whose workspace this concerns.
• What happened, and roughly when.
• What you have already tried, including any reference number from your employer.
• What outcome you are looking for.

We acknowledge within 24 hours with a reference number. We then establish whether the matter is ours to decide or your employer's, and we tell you which, because that determines who can actually give you the outcome you want.

Where it is ours, we investigate and reply with a decision and our reasoning within 15 days. Where an investigation genuinely needs longer, we will tell you before day 15 what is outstanding and when to expect the answer, rather than going quiet.

Where it is your employer's decision, we will say so, tell you what we have passed on, and confirm what we are and are not permitted to do without their instruction.

Ask for a review and the matter goes to someone who was not involved in the original decision. Say that you want a review in your reply and we will arrange it.

You can also complain to the Data Protection Board of India, or to another supervisory authority with jurisdiction over you. Nothing on this page limits that right, and we will not treat a regulatory complaint as a reason to stop dealing with you.

We keep grievance correspondence for 3 years, and we report the volume and the outcomes internally so a recurring complaint becomes a product fix rather than a queue.