Privacy Policy

1. About JanSetu

JanSetu (जनसेतु) is a civic grievance management platform operated by the Government of the National Capital Territory of Delhi. It allows citizens to file, track, and resolve civic complaints across 12 departments including MCD, DJB, PWD, Delhi Police, DTC, and others.

2. Information We Collect

• Complaint content: Text descriptions, photos, videos, and voice notes you submit.
• Location data: GPS coordinates or map pins you voluntarily provide to help route your complaint to the correct ward/department.
• Contact information: Mobile number or email address, only if you choose to provide it for status updates.
• WhatsApp messages: If you contact us via WhatsApp, we collect the message content and your WhatsApp number to process your complaint.
• Device/usage data: Browser type, approximate location (city level), and interaction logs for service improvement.

3. How We Use Your Information

• To file and route your complaint to the appropriate government department and officer.
• To send you status updates via SMS, WhatsApp, or web notifications (only if you opt in).
• To generate anonymized analytics for the Chief Minister's dashboard and public transparency reporting.
• To detect and prevent spam, fraud, and misuse of the platform.
• To improve AI classification accuracy (your complaints help train the routing system).

4. Data Sharing

We share your information only as necessary:

• Government officers: Your complaint details are shared with the assigned department officer for resolution.
• Public transparency: Anonymized, aggregated data (complaint counts, resolution rates, ward-level heatmaps) is published publicly. No personal information is included.
• AI providers: Complaint text is processed by AI services (Groq) for classification. We do not share personally identifiable information with AI providers.
• We do not sell your data to third parties.

5. WhatsApp Integration

If you interact with JanSetu via WhatsApp, your messages are received via the Meta WhatsApp Cloud API and processed to create a grievance record. Your WhatsApp number is used solely to file your complaint and send you the tracking ID and status updates. We do not store or share your WhatsApp number beyond this purpose. You may opt out of WhatsApp notifications at any time by replying "STOP".

6. Data Retention

Grievance records are retained for 5 years in accordance with government record-keeping requirements. Contact information (mobile number / email) is retained only as long as your account is active. You may request deletion of your personal information at any time (see Section 8).

7. Data Security

All data is encrypted in transit (TLS 1.3) and at rest. Access is restricted by role-based controls — a field officer can only see complaints assigned to their department. Database-level Row Level Security (RLS) is enforced. We are compliant with applicable Indian data protection standards.

8. Your Rights (DPDP Act 2023)

Under the Digital Personal Data Protection Act 2023, you have the right to:

• Access personal data we hold about you.
• Correct inaccurate personal data.
• Request erasure of your personal data (subject to legal retention requirements).
• Withdraw consent for notifications at any time.

To exercise these rights, contact us at: grievance@delhi.gov.in

9. Cookies

We use only essential cookies for session management and user preference storage (e.g., language selection). No tracking or advertising cookies are used.

10. Contact

Government of NCT of Delhi
Delhi Secretariat, I.P. Estate, New Delhi - 110 002
Email: grievance@delhi.gov.in
Helpline: 1031