Privacy Policy

Who We Are

The Field Complaint Management System (FCMS) mobile application is developed and operated by Idea Infinity IT Solutions on behalf of Bangalore Electricity Supply Company Limited (BESCOM), a government undertaking under the Government of Karnataka, India.

FCMS is an internal workforce management tool used by authorised BESCOM employees and field staff to log, track, and resolve electricity-related complaints and service requests. The application is not a public consumer application — access is restricted to authorised personnel only.

Scope of This Policy

This Privacy Policy applies to the FCMS Android mobile application ("the App") and governs the collection, use, storage, and disclosure of personal data relating to its users. It does not apply to any third-party websites or services linked from the App.

Data We Collect

We collect the following categories of data when you use the App:

How We Use Your Data

Data collected is used exclusively for the following purposes:

• Authentication & Access Control — verifying your identity and granting appropriate system access based on your role and assigned locations.
• Complaint Management — registering, tracking, assigning, escalating, and resolving field complaints and service requests.
• Field Operations — geo-tagging complaints, tracking field attendance, and assigning work to staff based on location.
• Leave Management — processing leave applications, approvals, and balance tracking.
• Ticket Management — managing support tickets, SLA tracking, and escalation workflows.
• App Quality & Stability — diagnosing crashes and monitoring usage patterns to improve the application.
• Audit & Compliance — maintaining action logs for regulatory and audit requirements.

We do not use your data for advertising, selling to third parties, or any purpose unrelated to the official functions of BESCOM field operations.

Permissions We Request

The App requests the following Android permissions:

Location permission is requested at runtime only when you perform an action that requires it (e.g., marking attendance or registering a geo-tagged complaint). You may deny camera/storage permissions; however, attachment-related features will not be available.

Third-Party Services

The App integrates the following third-party SDKs and services:

Firebase services are governed by Google's Privacy Policy. No personally identifiable information (name, email, employee ID) is sent to Firebase. Analytics data is pseudonymised by default.

No other third-party analytics, advertising networks, or data brokers are integrated in the App.

Data Storage & Security

On-device storage:

• Authentication tokens are stored using Flutter Secure Storage, which uses the Android Keystore System. Tokens are encrypted at rest and never stored in plain-text shared preferences.
• The App does not store complaint data or personal information in local device storage; all data is synchronised with the FCMS backend server.

Server-side storage:

• All data is transmitted over HTTPS (TLS 1.2+) encrypted connections.
• Data is stored on BESCOM's secured internal servers managed by IIITS.
• Access to backend data is restricted to authorised personnel by role-based access controls (RBAC).
• Regular security audits and vulnerability assessments are conducted on the backend infrastructure.

Data Retention

Personal data is retained only for as long as necessary to fulfil the purposes described in this policy, subject to applicable legal and regulatory obligations.

• Active employee accounts — retained for the duration of employment.
• Complaint and ticket records — retained for a minimum of 5 years for audit and compliance purposes.
• Attendance and leave records — retained per applicable labour law requirements.
• Crash and analytics logs — retained for 90 days by Firebase, then automatically deleted.
• Authentication tokens — expire automatically; revoked on logout or password change.

Upon termination of employment, user accounts are deactivated and personal data is anonymised or deleted per BESCOM's data governance policy within 30 days of account deactivation.

Sharing of Information

We do not sell, trade, rent, or share your personal data with external parties except in the following limited circumstances:

• Within BESCOM — data is shared internally between authorised BESCOM departments for operational purposes (e.g., complaint assignment, approvals).
• Service providers — Google Firebase for crash reporting and analytics (see Section 6). These providers are contractually obligated to protect your data.
• Legal obligations — if required by law, court order, or government authority, we may disclose data as required.
• Safety — to protect the safety, rights, or property of BESCOM, its employees, or the public.

Under no circumstances is personal data shared for commercial, advertising, or marketing purposes.

Your Rights

As an authorised user of the FCMS App, you have the following rights regarding your data:

Requests will be acknowledged within 7 business days and fulfilled within 30 days, subject to identity verification and applicable legal constraints.

Children's Privacy

The FCMS App is an enterprise workforce management application intended solely for use by BESCOM employees who are at least 18 years of age. We do not knowingly collect personal data from individuals under 18 years of age.

If we become aware that we have inadvertently collected data from a minor, we will take immediate steps to delete such information.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make changes, we will:

• Update the "Last Updated" date at the top of this page.
• Notify users via an in-app notification for material changes.
• Post the updated policy at this URL.

Your continued use of the App after any changes constitutes your acceptance of the revised Privacy Policy. We encourage you to review this page periodically.