Grievance Policy

How a grievance is handled

1. Complaint received through the Privacy & Data Rights Centre or by email.
2. Ticket created with a reference number.
3. Acknowledgement sent to the complainant.
4. Assignment to the responsible owner.
5. Investigation, including any clarification requested from you.
6. Resolution communicated with the outcome and reasons.
7. Closure, with the full history retained in an auditable record.

One timetable for every complaint

• Every complaint, of any kind — acknowledged within 24 hours, with a complaint reference number.
• Content, privacy and intermediary complaints — disposed of within 7 days of receipt, under Rule 3(2)(a)(i) of the IT Rules, 2021 as amended in 2026.
• Content exposing a person's private area, nudity, a sexual act, morphed images or impersonation — actioned within 2 hours, under Rule 3(2)(b).
• Other requests to remove or disable access to prohibited content — decided within 36 hours, under the proviso to Rule 3(2)(a)(i).
• Court order or a reasoned intimation from an authorised government officer — content removed or disabled within 3 hours, under Rule 3(1)(d).
• Information sought by a lawfully authorised government agency — furnished within 72 hours, under Rule 3(1)(j).
• Data protection requests and complaints — answered within 30 days as our service commitment, under Sections 11 to 14 of the DPDP Act, 2023.
• Consumer, billing, cancellation and refund complaints — decided within 7 days, refunds credited within 7 working days, under the Consumer Protection (E-Commerce) Rules, 2020.

If you are not satisfied

For data protection complaints you may approach the Data Protection Board of India. For consumer complaints you may contact the National Consumer Helpline on 1915 or the consumer commission having jurisdiction. For content-related grievances you may appeal to a Grievance Appellate Committee constituted under Rule 3A of the IT Rules, 2021.