Privacy policy

HamaraNeta operates the HamaraNeta mobile app and this website, which let citizens report civic complaints, follow them to the ward and department responsible, and take part in events and communities across Delhi NCT.

For the personal data described here, HamaraNeta is the Data Fiduciary and you are the Data Principal under the Digital Personal Data Protection Act, 2023 (the DPDP Act) and the rules made under it. This policy explains what we collect, why we collect it, who we share it with, and how you can exercise your rights. It covers the app, this website, and the services provided through them.

We collect only what the service you are using actually needs.

• Account details — your name, email address, mobile number and date of birth. Passwords are stored only as a salted hash, never in readable form.
• Location and ward — the coordinates of the place a complaint is about, taken from the map pin you drop or from your device location if you allow it. We use those coordinates to determine the ward and assembly constituency the complaint belongs to.
• Complaint content — the description, category, photographs you attach, and the status history of every complaint you raise.
• Events — the events you bookmark or register for and, for paid events, the payment record: order reference, transaction reference, amount, method and status. Card, UPI and bank credentials are handled by the payment gateway and are never stored by us.
• Communications — the messages you send us for support, and the notifications we send you.
• Device and usage data — app version, device and browser type, and basic log data such as the screens opened and error reports, used to keep the service working and secure.

Each purpose below is notified to you before or at the time the data is collected for it.

• Creating and securing your account, and signing you in.
• Routing a complaint to the correct ward, constituency, department and elected representative, and showing you its progress.
• Registering you for events, processing and verifying a paid registration, and showing your registrations back to you.
• Sending service messages such as verification codes, complaint status updates and event reminders.
• Answering your support requests and grievances.
• Keeping the platform safe: preventing fraud, abuse, spam and unauthorised access.
• Meeting legal and regulatory obligations, and establishing or defending legal claims.
• Understanding, in aggregate, how the service is used so that we can improve it.

Where we rely on your consent, we ask for it through a clear, itemised notice that states what data is being collected and for which purpose. Your consent is free, specific, informed, unconditional and unambiguous, and it is limited to the data that the stated purpose actually needs.

You can withdraw consent at any time, and doing so is as easy as giving it: write to support@hamaraneta.in, or use the controls in your profile and settings. Withdrawal does not affect anything done lawfully before it, and we will stop the processing that depended on that consent. Some features cannot work without their data — a complaint, for instance, cannot be routed without a location.

In limited situations the DPDP Act permits processing for certain legitimate uses without separate consent, such as data you voluntarily provide for a purpose you have not objected to, compliance with a legal obligation, or responding to a medical emergency or a threat to public safety.

You may ask for this notice in English or in any language listed in the Eighth Schedule to the Constitution of India.

• Elected representatives and public authorities — a complaint, including its description, photographs and location, is shared with the ward or constituency office, department and representative responsible for resolving it. This is the core purpose of the platform.
• Service providers acting on our instructions — cloud hosting and file storage, email and SMS delivery, mapping, and the payment gateway. They process data only for us, under contract, and may not use it for their own purposes.
• Event organisers — for an event you register for, the organiser receives the registration details needed to admit you.
• Legal and safety — where disclosure is required by law, by a court, or by a lawful request from an authority, or is necessary to protect the rights and safety of users and the public.

We do not sell your personal data, and we do not share it with advertisers or data brokers for advertising or profiling.

We do not process the personal data of a child under 18 without the verifiable consent of a parent or lawful guardian, and we do not carry out tracking, behavioural monitoring or targeted advertising directed at children. The same protection applies to a person with a disability who has a lawful guardian. If you believe a child has used the service without that consent, write to support@hamaraneta.in and we will act on it.

We take reasonable security safeguards to prevent a personal data breach. These include encryption of data in transit, hashed passwords, role-based access limited to people who need it, private storage for complaint photographs that are served only through authenticated requests rather than public links, and logging of administrative access.

No system is perfectly secure. If a personal data breach occurs, we will notify the Data Protection Board of India and every affected Data Principal in the form and within the time the law requires.

We keep personal data only for as long as the purpose it was collected for requires, or for as long as a law requires us to keep it. When you delete your account we erase or irreversibly anonymise your personal data, except where retention is required by law or is needed to resolve a dispute or an open complaint. Complaint records and their resolution history may be retained by the public authority concerned under its own rules, and aggregate statistics that cannot identify you may be kept.

• Access — a summary of the personal data we hold about you, what we are doing with it, and who we have shared it with.
• Correction and completion — correct inaccurate data, complete incomplete data, and update it.
• Erasure — have your personal data erased where we no longer need it for its purpose and no law requires us to keep it.
• Grievance redressal — a readily available means of raising a grievance with us about how we handle your data or your rights.
• Nomination — nominate another individual to exercise these rights on your behalf if you die or become unable to act.
• Withdrawal of consent — at any time, as described above.

To exercise any of these, write to support@hamaraneta.in from the email address registered on your account, or use your account settings, where many details can be changed directly. We may need to verify your identity first. We respond as quickly as we can, and within the timelines prescribed under the DPDP Act and the rules made under it.

The DPDP Act also places duties on you: provide authentic information, do not impersonate another person, do not suppress material information when providing personal data, and do not raise false or frivolous grievances.

Our Grievance Officer under the DPDP Act, 2023 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 can be reached at:

Please use this route first. If you are not satisfied with how we have handled your grievance, you may complain to the Data Protection Board of India in the manner provided under the DPDP Act.

We use a small number of cookies and browser storage entries that the service needs in order to work: a session cookie that keeps you signed in, and local storage for preferences such as your theme and your last chosen location. We do not use third-party advertising or cross-site tracking cookies. Clearing site data signs you out and resets those preferences.

Your data is processed in India. Some of the service providers named above may process it on servers outside India. Where that happens, the transfer is made only to countries that the Central Government has not restricted under the DPDP Act, and the provider remains bound by contract to protect the data and to use it solely for us.

We may update this policy as the service and the law evolve. The date at the top of this page always shows when it last changed. Before a material change takes effect we will tell you in the app or by email, and ask for fresh consent where the law requires it.