🧑‍🏫 Staff Training and Awareness Guide on Data Privacy and Protection (India-Specific) Print

This training guide is tailored for Indian companies and their staff to comply with evolving data protection norms, including the Digital Personal Data Protection Act, 2023 (DPDP Act) and IT Act guidelines. It ensures teams are aware of their roles and responsibilities while handling customer data securely and ethically.

🔐 1. Understanding Personal Data and Its Sensitivity

What is Personal Data? Under Indian data protection regulations, personal data includes:

• Full name

• Email address

• Mobile number

• Address (residential or business)

• Aadhaar or PAN (if collected for verification)

• IP address and device identifiers

• Domain ownership and WHOIS information

• Support and billing communication history

Key Principle: Treat personal data as confidential. Share only after verifying the identity of the requester.

📧 2. Responding to Privacy-Related Emails or Calls

When a customer reaches out regarding privacy:

• Remain calm, respectful, and follow due process.

• Avoid giving any account details unless identity is verified.

Examples of Privacy Requests:

• “I want to delete my data.”

• “Please update my mobile/email.”

• “What data do you store about me?”

• “Stop sending me marketing emails.”

Use government-compliant templates for response. When in doubt, escalate to the Grievance Officer.

✅ 3. Verification Before Disclosing Data

Never share personal or account information unless the requester is fully verified.

Verification Methods (as per Indian context):

• Match of registered email ID + last 4 digits of latest invoice or UPI transaction ID

• Aadhaar, PAN, or other valid government ID (if collected during onboarding)

• OTP verification via registered email or mobile number

• Validation via official support ticketing portal

Apply these checks before:

• Updating email/mobile/account credentials

• Providing invoice copies or login records

• Disclosing domain ownership or control panel access

🔄 4. Common Data Requests & Response Actions

🔐 5. Do’s and Don’ts for Indian Staff Handling Data

✅ Do:

• Log all privacy-related requests and actions

• Use official tools: company email, ticketing system, or CRM only

• Use phrases like:

  • “For your privacy and protection, I’ll need to verify your identity.”

  • “As per our Privacy Policy and Indian regulations, we can only share this with the registered account holder.”

❌ Don’t:

• Disclose customer details on personal devices or WhatsApp

• Promise refunds, deletions, or access without approval

• Speak about one customer's data to another

📚 6. Tools and Logs Staff Should Know

• Support Ticket Portal: Centralized record for auditing customer requests

• CRM/ERP Systems: Store contact info, billing preferences, and communication history

• Client Logs: IPs, login history, service usage

• Internal Audit Logs: Used for breach investigations or compliance reporting

👨‍⚖️ 7. Grievance Redressal Officer (Mandatory for Indian Companies)

As per Section 13 of the DPDP Act, organizations must appoint a Grievance Redressal Officer to resolve data-related complaints.

Grievance Officer Contact:
📧 [Insert Grievance Officer’s email]
📞 [Insert support number, if applicable]
🕐 Response Timeline: Within 7 working days

🇮🇳 Final Note for Indian Staff

Handling personal data in India is no longer just about customer service—it’s a matter of compliance, ethics, and trust. Every staff member is responsible for:

• Protecting customer data

• Following verified workflows

• Reporting potential risks to management

✅ Be compliant with the DPDP Act, 2023, CERT-In guidelines, and IT (Reasonable Security Practices) Rules.

📎 Keep this document accessible, and revisit it regularly during audits and policy reviews.

For updated SOPs and policy changes, refer to your company’s internal knowledge base or speak to your department head.