Grievance & Redressal Policy
Procedure for submitting complaints, reporting fraudulent or erroneously issued certificates, and resolving subscriber disputes in compliance with CCA regulations.
1Scope & Applicability
In compliance with the guidelines laid down by the Controller of Certifying Authorities (CCA), Ministry of Electronics & Information Technology, Verasys Limited (VSign) maintains a structured Grievance Redressal Mechanism to address:
- Certificates suspected of being issued fraudulently, erroneously, or through identity impersonation.
- Delays, disputes, or issues related to subscriber eKYC verification, certificate generation, or download.
- Requests for emergency certificate revocation and key compromise reporting.
- Service-level disputes regarding Partner / RA / Subscriber portal operations.
2Designated Grievance Officer
Subscribers and affected parties may directly submit grievances to our statutory Grievance Officer:
Poonam More
Statutory Grievance Officer · Verasys Limited (VSign CA)
3Submission Guidelines
- Provide your complete contact details, certificate Serial Number / Order ID / Application Number.
- Attach supporting documentary evidence, screenshots, or identification proof to substantiate the grievance.
- For emergency certificate revocation in case of lost or compromised tokens, please immediately use the online Revocation Request Portal in addition to emailing.
4Resolution Timelines
Statutory Redressal SLA: Within 3 Working Days
All submitted complaints are acknowledged within 24 hours and investigated promptly. If your grievance is not addressed within 3 working days of receipt, you may contact 9136040453 or escalate to senior management at admin@vsign.in.