Support and grievance redressal
Who to contact, what happens next, and how long it takes — including the escalation route if we do not resolve it.
1. Contact
| Grievance Officer | Not yet published |
|---|---|
| grievances@macliysglobal.tech | |
| Data protection queries | privacy@macliysglobal.tech |
| Registered office | Not yet published |
2. Who to raise it with
Most questions about an examination belong with the institution that ran it, not with us. We host the platform; the institution sets the paper, invigilates it, marks it and releases the result. Sending it to the right place is the difference between an answer this week and a forwarded email.
| What happened | Raise it with |
|---|---|
| A mark, a grade, or a request for re-evaluation | Your institution |
| A proctoring flag raised against you, or a terminated attempt | Your institution — it reviews every flag and makes the decision |
| A result you cannot see, or a certificate not issued | Your institution |
| Access to, correction of, or erasure of your personal data | Your institution as Data Fiduciary. If you write to us, we forward it and tell you |
| The platform was unavailable, slow, or lost your work | Us |
| A security vulnerability | Us — see §5 |
| A suspected personal data breach | Us, and your institution |
| Billing, invoices or credits | Your institution's finance contact; institutions raise it with us |
3. What happens, and when
- Within 24 hours — we acknowledge your complaint and give it a reference. This is the timeline set by rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
- Within 15 days — we resolve it, or explain what is outstanding and why. If a complaint needs your institution's involvement we will say so and tell you who we contacted.
- If the complaint concerns personal data, the same timelines apply, and our response will identify which of the two roles in the Privacy Policy §1 we hold for you.
Include your name, a contact address, the institution, and the date and time it happened. For an examination issue, the assessment name and the attempt reference if you have them.
4. If we do not resolve it
Under section 13 of the Digital Personal Data Protection Act, 2023 you must first exhaust the mechanism above. If you remain dissatisfied, you may complain to the Data Protection Board of India as constituted under Chapter V of that Act. Where the complaint concerns a service you paid for, remedies under the Consumer Protection Act, 2019 are also available.
We will not treat approaching the Board as a reason to stop dealing with you.
5. Reporting a vulnerability
Write to grievances@macliysglobal.tech with enough detail to reproduce the issue. Please do not test against a live examination, access data belonging to a candidate or an institution, or run automated scans against production. We will acknowledge within 24 hours, keep you informed, and will not pursue action against research conducted within those limits and reported to us before disclosure.
6. What we cannot do
We cannot change a mark, overturn an academic-integrity decision, release a result, or alter an examination record on the instruction of anyone other than the institution accountable for it. That is not reluctance — a platform that edits results on request from outside the institution is a platform whose results are worth less. Every such request is forwarded, and you are told it was.
The party these documents bind
- Trading name
- Macliys Global Technologies
- Registered entity
- Not yet published
- CIN
- Not yet published
- GSTIN
- Not yet published
- Registered office
- Not yet published
- Grievance Officer
- Not yet published
- Grievance contact
- grievances@macliysglobal.tech