Legal
Grievance
Redressal
Effective date: [Effective date]
Draft — under legal review
Summary in simple words
If you have a complaint about our service, about content on a website hosted on VANVED, or about how your personal data is handled, write to our Grievance Officer. We acknowledge within 24 hours and resolve within 15 days. If you are still not satisfied, you can approach the Data Protection Board of India.
Required by: Rule 3(2) of the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021; the Digital Personal Data Protection Act, 2023 (Section 8(10) - grievance redressal; Section 13 - right of grievance redressal); Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020.
Grievance Officer
| Name | [FILL: Grievance Officer name] |
|---|---|
| Designation | [FILL: designation] |
| [FILL: Grievance email] | |
| Phone | [FILL: Support phone] (Mon-Sat, [FILL: hours] IST) |
| Address | [FILL: Registered address] |
| Entity | [FILL: Legal entity name] |
[FILL: Data Protection Officer / contact for privacy queries, if designated - mandatory only for Significant Data Fiduciaries.]
What you can complain about
- Service, billing or account problems.
- Content on a Tenant website or workspace that you believe is unlawful, infringing, defamatory or violates the Acceptable Use Policy.
- Personal data: access, correction, erasure, withdrawal of consent, nomination, or a suspected breach.
- Misleading information, unfair practices, or non-delivery of a service.
- For individuals whose data a Tenant holds (e.g. a parent of a student, an employee): contact the Tenant first. We will pass your request to the Tenant and help.
How to complain
Email the Grievance Officer or use the contact form with topic "Grievance". Include: your name and contact; the website/URL or account; what happened; what you want; supporting documents. For copyright or content complaints include the exact URL and why it is unlawful. For data rights requests we may need to verify your identity.
Timelines
| Step | Time |
|---|---|
| Acknowledgement with a reference number | within 24 hours (target) / no later than 48 hours |
| Resolution or reasoned reply | within 15 days of receipt |
| Content removal on a lawful government/court order or on a complaint about non-consensual intimate imagery | as per order, generally within 36 hours / 24 hours as applicable under the IT Rules |
| Data Principal request | within [FILL: 30 days or period prescribed by DPDP Rules] |
Escalation
If you are not satisfied with our reply:
- Data Protection Board of India (once functional, for personal data matters; you should first use our grievance process): [FILL: Board website].
- National Consumer Helpline: 1915 / consumerhelpline.gov.in, or e-Daakhil for consumer disputes.
- For payments: the relevant payment gateway and your bank / RBI Ombudsman for payment-system issues.
Record keeping
We log each grievance, its response and closure, and review them quarterly. [Engineering: needs a grievance record/ticket type; the existing helpdesk or platform enquiry can be used with a grievance flag and SLA timer.]