Privacy Policy

Privacy Policy

Welcome to Nagrik Setu. We respect your privacy and are committed to protecting the personal information that you provide to us while using our website and citizen assistance services. This Privacy Policy explains how we collect, use, store, protect and disclose information provided by users of the Nagrik Setu platform.

Nagrik Setu is an independent private citizen assistance service that provides documentation, procedural and administrative assistance for government and non-government related matters. Nagrik Setu is not a government department, ministry, commission, court, public authority or political organisation.

1. Information We Collect

Depending upon the service requested by you, we may collect certain information that is necessary to understand your requirements and provide the requested assistance.

Information may include:

• Full name
• Mobile number
• Email address
• Residential or correspondence address
• State, district, city or village information
• Identification and documentation details
• Information relating to complaints or requests
• RTI-related information
• Documents, photographs, PDFs and other files uploaded by you
• Payment and transaction-related information
• Communication and enquiry details

2. Documents and Personal Information

Some services may require users to provide supporting documents. These may include identity documents, application documents, complaint documents, evidence, photographs, correspondence, notices, receipts or other relevant records.

You should upload only those documents that are relevant and necessary for the service requested. You are responsible for ensuring that the information and documents submitted by you are accurate, lawful and belong to you or that you are authorised to provide them.

3. How We Use Your Information

Information collected through Nagrik Setu may be used for the following purposes:

• To understand and process your service request.
• To prepare drafts, applications, complaints, representations or RTI-related documents.
• To communicate with you regarding your case or service request.
• To request additional information or documents where necessary.
• To track the status of your service request.
• To provide follow-up and procedural assistance.
• To process payments and maintain transaction records.
• To send important service-related notifications.
• To improve our website, services and user experience.
• To maintain records required for administrative, accounting, security or legal purposes.

4. Case and Service Information

When you submit a complaint, RTI request, documentation request or any other service request, information relating to your case may be stored in our internal systems so that the request can be processed and tracked.

Case information may include your request details, submitted documents, communication history, follow-up records, drafts and status information.

5. Sharing of Information

We do not sell or rent your personal information to third parties for their independent marketing purposes.

Information may, where necessary and appropriate, be shared with authorised persons, service providers, professionals, government departments, public authorities or other relevant entities for the purpose of providing the service requested by you or where required or permitted by applicable law.

Where a service requires communication with a government department or public authority, the relevant information may be used for preparing or submitting the applicable documentation or request.

6. Third-Party Service Providers

We may use trusted third-party service providers for functions such as website hosting, email delivery, SMS, payment processing, cloud storage, technical support, analytics and other operational requirements.

Such service providers may have access to relevant information only to the extent necessary to perform their services and are expected to maintain appropriate safeguards for the information entrusted to them.

7. Payment Information

Payments made through the platform may be processed by third-party payment service providers. Depending upon the payment method used, payment information may be processed directly by the relevant payment provider.

Nagrik Setu does not intend to store complete payment card information such as full card numbers or card security codes on its own servers.

8. Communication

We may contact you through phone calls, SMS, email, WhatsApp or other available communication channels regarding your service request, payment, documents, case status, follow-up or other service-related matters.

Important transactional or service communications may still be sent where necessary for the completion or management of your requested service.

9. Data Security

We take reasonable administrative, technical and organisational measures to protect personal information against unauthorised access, alteration, disclosure, misuse or destruction.

However, no method of electronic transmission or storage can be guaranteed to be completely secure. Therefore, while we take reasonable precautions, we cannot guarantee absolute security of information.

10. Data Retention

Personal information and service records may be retained for as long as reasonably necessary to provide the requested services, maintain records, resolve disputes, comply with legal obligations, maintain financial records, prevent misuse and enforce applicable terms and policies.

11. User Responsibility

Users are responsible for providing correct, complete and up-to-date information. Users should not provide false, misleading, fraudulent or unauthorised information or documents.

Users should also take reasonable precautions to protect their account credentials and should not share passwords or login credentials with unauthorised persons.

12. Children's Information

Our services are intended for individuals who are legally capable of using the relevant services. Where information relating to a minor is required for a legitimate service request, it should be provided by a parent, guardian or other authorised person.

13. Cookies and Website Technologies

The website may use cookies or similar technologies to maintain sessions, improve website functionality, remember preferences, understand website usage and improve the overall user experience.

You may be able to control or disable cookies through your browser settings. Certain website features may not function correctly if required cookies are disabled.

14. External Websites

The Nagrik Setu website may contain links to government websites, payment providers, external resources or other third-party websites. We are not responsible for the privacy practices, content or security of external websites.

Users should review the privacy policies and terms of the relevant third-party websites before providing information to them.

15. Legal and Regulatory Requirements

We may disclose information where we reasonably believe such disclosure is necessary to comply with applicable law, legal process, court order, governmental request, regulatory requirement, investigation or to protect the rights, property and safety of Nagrik Setu, its users or other persons.

16. Your Privacy Rights

Subject to applicable law and the nature of the information, you may have rights relating to your personal information, including requesting access, correction or updating of inaccurate information.

Requests relating to personal information may be submitted through the contact details provided on our website. We may need to verify your identity before processing such requests.

17. Changes to this Privacy Policy

We may update or modify this Privacy Policy from time to time to reflect changes in our services, technology, legal requirements or operational practices.

Any updated version will be published on this page. Users are encouraged to review this page periodically to remain informed about how their information is handled.

18. Contact Us

If you have questions, concerns or requests regarding this Privacy Policy or the handling of your personal information, you may contact Nagrik Setu through the contact details available on our website.