If no one owns the complaint, your business is already in trouble.
A member at a fitness centre asked why the gym still had her old phone number. The trainer said ask the front desk. The front desk said ask the trainer. Nobody answered. Under India's new data law, this is not okay. Your members have the right to ask questions about their information. And you must have a clear, simple way to answer them. If you don't, you could face complaints and penalties.
Say a member wants to correct her phone number in your system. She tells the trainer. The trainer forgets. She tells the front desk. They don't know who handles it. Days pass. Nothing happens. This is a problem under the new law. Your gym needs one clear person or one simple channel — like a WhatsApp number or a register — where all such requests go. Someone must own it. Someone must reply within a fixed time. No more passing the problem around.
Pick one person to handle all member information complaints and requests.
Put a simple notice at the front desk showing how members can raise requests.
Check if your business is ready. Takes 3 minutes. Visit saralprivacy.com/assessment
“The smoother the member experience, the clearer the response path should be.”
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