1 What you can raise here
Use this page to complain about:
- an order, delivery, invoice or payment;
- a product or service you received from us;
- information or content on this website;
- how we have handled your personal data; or
- our use of a brand name, image or text that you own.
For a warranty claim, make a claim through our service team. For a quotation or the status of an order, call the sales desk first. If the matter is still not resolved, bring it here.
2 Grievance Officer
D.M. Distributors, a unit of Datamation, has a Grievance Officer. This is a role, not a named person, so the details below stay the same when the person changes. The Grievance Officer receives complaints, follows each one to a resolution and replies to you in writing.
- Phone
- +91 94350 11393 Sales desk, Monday to Saturday, 10:00 am to 7:00 pm
- By post
- Grievance Officer, D.M. Distributors, a unit of Datamation, House No. 19, Janapath Lane, Opp. Ulubari Petrol Pump, G.S. Road, Guwahati, Assam 781007, India
The sales desk can take your complaint by phone and pass it to the Grievance Officer. Please confirm a complaint made by phone in writing, so that we record it correctly.
3 How to raise a grievance
You can raise a grievance by:
- calling the sales desk on +91 94350 11393 and asking for the Grievance Officer;
- emailing infodmdistributors@gmail.com; or
- writing to the Grievance Officer at the postal address above, by post or courier, or handing the letter in at our office during business hours.
Start the email or letter with the word Grievance, so that it reaches the right person.
4 What to include
Give us enough to look into it quickly:
- your name, phone number and, if you have one, email address;
- your invoice, order or return reference, and the model and serial number of the product;
- the web address of the page, if the complaint is about website content;
- what happened, and when;
- what you would like us to do; and
- copies of relevant documents or photos. Please keep the originals.
5 What happens next
| Step | What happens | Target |
|---|---|---|
| Acknowledgement | We confirm that we have received your grievance and give you a reference number. | Within 48 hours of receipt |
| Review | We look into the matter. We may ask you for more information or documents. | We tell you if we need more time |
| Resolution | We reply in writing with our decision and the action we have taken. | Within one month of receipt |
These targets follow the Consumer Protection (E-Commerce) Rules, 2020, where they apply to us. We also keep the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023 in view. Where a law sets a shorter period for a particular kind of complaint, we follow the shorter period.
We give priority to complaints about unlawful content, such as a claim that something on this website infringes a right, and to personal data breaches.
6 Complaints about personal data
You can use this process to exercise your rights under the Digital Personal Data Protection Act, 2023: to ask for information about your data, to correct or erase it, to withdraw consent, to complain, or to nominate another person to act for you. The privacy policy describes these rights. The Act asks you to use our grievance process before you approach the Data Protection Board of India.
7 If you are not satisfied
If you are not satisfied with our reply, or you do not hear from us within the time above, you can take the matter further.
- Consumers. If you bought the goods for your own use, you can approach the District Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, or the State or National Commission where the value of the claim requires it, and file your complaint online through the e-Daakhil portal. The National Consumer Helpline (1915) can guide you.
- Personal data. You can complain to the Data Protection Board of India, after you have used our grievance process.
- Other disputes. The courts at Guwahati, Assam have jurisdiction, as the terms of sale state.
Using this process does not affect your right to go to a court, forum or authority.