Grievance Redressal

1. STATUTORY COMPLIANCE

This policy is established in accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

2. APPOINTMENT OF GRIEVANCE OFFICER

In compliance with Rule 3(2) of the IT Rules, we have appointed a dedicated Grievance Officer:

• Grievance Officer: Statutory Compliance Lead
• Designation: Statutory Compliance Lead
• Email: compliance@civicbharat.in
• Address: Infinity Plaza, Bengaluru, India

3. SCOPE OF GRIEVANCES

Users may submit grievances regarding:

• Content Violations: Defamation, hate speech, or prohibited content.
• Privacy Breaches: Unauthorized data processing or DPDPA rights.
• Misuse of Service: Coordinated harassment or impersonation.

4. PROCESS & TIMELINES

• Acknowledgment: We will acknowledge the receipt of your grievance within 24 (Twenty-Four) Hours.
• Resolution: We aim to resolve grievances within 15 (Fifteen) Days from the date of receipt.
• Complexity: If a matter requires more time due to technical or legal complexity, we will provide an interim update to the complainant.

5. COOPERATION WITH LAW ENFORCEMENT

We are legally mandated to share grievance data with authorized Law Enforcement Agencies (LEAs) upon receipt of a valid legal order or requisition as per the IT Act.