If no one owns the complaint, the complaint owns you.
Imagine a job candidate calls your BPO. She says her resume and Aadhaar copy are still in your system. She wants them deleted. Your HR says talk to operations. Operations says talk to the client team. Client team says talk to HR. Nobody acts. Under the new DPDPA law, this loop is not allowed. Someone must own the answer. And they must reply fast.
Say a client's customer calls your BPO. She wants her phone number removed from your records. If your team does not know who handles this, the complaint sits in WhatsApp chats for weeks. That is a DPDPA violation. Same thing happens when a job applicant asks for his resume back. Or when an employee wants to see his salary slip data. Each of these needs a named person and a clear process. Not a group chat. Not a forwarded email.
Name one person in your team who owns all data complaints.
Write a simple one-page flow: complaint comes in, who handles it, by when.
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