Grievance Redressal Policy
This policy is published under Rule 3(2) of the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and §13 of the Digital Personal Data Protection Act, 2023. It tells you how to raise a complaint about content, conduct, your data or the Services, and how Vedavinya Pvt. Ltd. resolves it.
Grievance Officer
| Name | Rishav Singh (Interim — TO-BE-CONFIRMED) TO-BE-CONFIRMED — appoint by Board resolution |
|---|---|
| Designation | Grievance Officer, Vedavinya Pvt. Ltd. |
| [email protected] | |
| Address | Vedavinya Pvt. Ltd., [Registered Office Address, Kolkata, West Bengal — TO-BE-CONFIRMED] |
| Data protection contact | [email protected] (DPDP Act queries & Data Principal rights) |
The Grievance Officer is resident in India and operates an India-based contact mechanism.
How to raise a grievance
- Use in-app reporting on the relevant content or profile; or
- Email [email protected] with: your name & relationship to the matter, the specific URL/handle/content, the nature of the complaint, and a statement that the information is accurate. For data-rights requests, write to [email protected].
Timelines
| Acknowledgement | Within 24 hours of receipt. |
|---|---|
| Resolution (general) | Within 15 days of receipt (IT Rules, 2021). |
| Content exposing private area / nudity / sexual act / impersonation (incl. morphed/artificial) | We act to remove/disable access within 24 hours of a valid complaint. |
| Court / Government orders | Actioned within the time stipulated by the order / law. |
| DPDP grievances | Responded to within the period prescribed under the DPDP Act and its Rules. |
Escalation & appeal
- Grievance Appellate Committee (GAC): if you are not satisfied with the Grievance Officer's decision, you may appeal within 30 days to the GAC under Rule 3A of the IT Rules, 2021 — gac.gov.in.
- Data Protection Board: for data-protection grievances, after exhausting the route above you may approach the Data Protection Board of India (constituted under the DPDP Act, 2023).
- Cyber crime: for offences, the National Cyber Crime Reporting Portal — https://cybercrime.gov.in / 1930.
- Nothing here limits your statutory remedies under Indian law.
Security incident reporting
Suspected vulnerabilities or security incidents: [email protected]. We report reportable cyber incidents to Indian Computer Emergency Response Team (CERT-In) — https://www.cert-in.org.in within the timelines under the CERT-In Directions, 2022, and notify data breaches under the DPDP Act.
Periodic transparency
If and when Chaiverse crosses the Significant Social Media Intermediary threshold (50,00,000 registered users), we will additionally appoint a Chief Compliance Officer, a Nodal Contact Person and a Resident Grievance Officer, and publish periodic compliance reports, as required by the IT Rules, 2021. Status: pre-threshold.