RaktaBandhu is committed to addressing User concerns and grievances promptly and effectively. This Grievance Redressal Policy is established in compliance with the Digital Personal Data Protection Act, 2023, Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and Consumer Protection Act, 2019.
1. Grievance Officer
Email: [email protected]
Office Hours: Monday to Friday, 10:00 AM to 6:00 PM IST (except public holidays)
2. Types of Grievances
You may file grievances related to:
2.1 Privacy and Data Protection
- Unauthorized use or disclosure of personal data
- Data breach or security incidents
- Requests for data access, correction, or deletion
- Consent-related issues
- Data retention concerns
2.2 Platform Services
- Technical issues or bugs
- Account access problems
- Service interruptions or downtime
- Feature malfunctions
2.3 User Conduct
- Harassment or abusive behavior by other Users
- Fraudulent profiles or misrepresentation
- Spam or unsolicited communications
- Violations of Terms and Conditions
2.4 Content Issues
- Offensive, defamatory, or inappropriate content
- Copyright or intellectual property infringement
- Misinformation or false information
2.5 Consumer Protection
- Billing or payment issues (if applicable)
- Service quality concerns
- Unfair practices
3. How to File a Grievance
3.1 Email Submission
Send an email to: [email protected]
Include:
- Your full name
- Registered email address and phone number
- User ID (if applicable)
- Detailed description of the grievance
- Supporting documents (screenshots, emails, etc.)
- Preferred mode of communication for response
4. Grievance Resolution Process
4.1 Acknowledgment
- Timeline: Within 72 hours of receiving the grievance
- Method: Email or SMS confirmation
- Content: Unique ticket/reference number, estimated resolution time
4.2 Investigation
Grievance Officer will investigate the matter and may:
- Request additional information or clarification from you
- Contact other parties involved
- Review relevant logs, data, and evidence
4.3 Resolution
- Timeline: Within 30 days from acknowledgment (for most grievances)
- Data breach grievances: Within 15 days
- Complex cases: May require additional time (you will be informed)
4.4 Communication
- Regular updates on grievance status
- Final resolution communicated via email
- Explanation of actions taken or reasons for decisions
5. Escalation Mechanism
If you are not satisfied with the resolution:
5.1 External Escalation
For Data Protection Issues:
- Data Protection Board of India
- File complaint under DPDP Act, 2023
For Consumer Protection Issues:
- Consumer Disputes Redressal Commission
- National Consumer Helpline: 1800-11-4000 or 14404
- Website: https://consumerhelpline.gov.in
For Cybercrime or Illegal Content:
- National Cybercrime Reporting Portal
- Website: https://cybercrime.gov.in
- Helpline: 1930
6. Types of Resolutions
Depending on the grievance, we may:
- Provide explanation or clarification
- Correct errors or inaccuracies
- Delete or remove content
- Suspend or terminate user accounts
- Implement technical fixes
- Update policies or procedures
- Take legal action (in serious cases)
7. Grievance Closure
A grievance is considered closed when:
- Resolution is provided and communicated to you
- You confirm satisfaction with the resolution
- 15 days pass without response from you after resolution
- Grievance is withdrawn by you
- Grievance is found to be frivolous or malicious
8. Confidentiality
All grievances will be handled with strict confidentiality. Information will not be disclosed except to parties necessary for investigation and resolution, when legally required, or with your consent.
9. No Retaliation
RaktaBandhu prohibits retaliation against Users who file grievances in good faith. We will not terminate accounts solely for filing grievances or discriminate against Users who raise concerns.
10. Frivolous or Malicious Grievances
Grievances filed with malicious intent, false information, or to harass may result in warning, account suspension/termination, or legal action.
11. Monitoring and Reporting
We will:
- Maintain records of all grievances and resolutions
- Publish periodic grievance reports (anonymized)
- Analyze grievance patterns to improve services
- Report to regulatory authorities as required
12. Transparency Report
RaktaBandhu will publish a quarterly Transparency Report including number of grievances received, resolved, pending, average resolution time, and actions taken.
13. Updates to Policy
This Grievance Redressal Policy may be updated periodically. Changes will be notified via email and posted on the Platform.