PRIVACY POLICY

  • 1. Introduction
    PUNAL is the official Integrated Water Grievance Redressal System of the Tamil Nadu Water Supply and Drainage (TWAD) Board. This Privacy Policy explains how we collect, use, process, store, and protect your information when you access our services through the Website, Mobile App (Android/iOS), WhatsApp, Email Gateway, IVR, or any digital platform.

  • 2. Information We Collect
    We collect the following information only for grievance redressal purposes:
    A. Personal Information
    Name
    Mobile number
    Email address
    Address, Village/City, Ward/Area details
    Location details (for GIS-based complaint mapping)

    B. Complaint Information
    Nature of complaint
    Photos, videos, or documents uploaded
    Complaint location details
    Voice messages (WhatsApp/IVR)

    C. System Information
    * Device type (Android/iOS/Web)
    * IP address
    * Browser details
    * Usage logs for security and quality improvement

  • 3. How We Use Your Information
    * Registering water-related grievances
    * Forwarding complaints to relevant TWAD / Local Body officials
    * Providing updates on complaint status
    * Improving service delivery and system performance
    * Communication through SMS/Email/WhatsApp
    * Analytics for monitoring service quality

  • 4. Data Sharing
    Your data is shared only with:
    * TWAD Board authorized officials
    * District/Block/Municipality/Corporation water supply departments
    * Technical service providers (only for system operations)

  • 5. Data Storage & Security
    * Data is stored in secure Government/authorized data centres.
    * Industry-standard encryption and access control is implemented.
    * Role-based access ensures only authorized officers view complaints.
    * Regular audits and security checks are followed as per Government IT policies.

  • 6. User Rights
    * View your complaint details
    * Request correction of your information
    * Request deletion of personal data (subject to legal requirements)

  • 7. Cookies & Tracking

    The website may use cookies to improve user experience. No tracking for advertising is used.

  • 8. WhatsApp, Email & IVR Data

    All messages, attachments, and voice recordings shared via these platforms are securely stored and used strictly for resolving grievances.

  • 9. Changes to Policy

    TWAD Board may update this Privacy Policy as required. Updates will be published on the website.

  • 10. Contact
    For privacy-related questions:
    Email: punal@tn.gov.in Phone: 1916



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