utsavmandalउत्सव मंडळ
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Policies

Grievance redressal

Last updated

Who to complain to, how quickly we respond, and where to go next if you're not satisfied.

1. Grievance officer

Under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023, our grievance officer is:

Name
[to be filled: grievance officer name]
Email
[to be filled: grievance officer email]
Postal address
[to be filled: registered address]
Company
[to be filled: legal name of the business]

2. What you can complain about

  • something on a mandal page: fake, offensive, unlawful, or showing your personal details;
  • a decision we made, such as removing content or suspending a page;
  • a payment or refund for an own address;
  • how we handle your personal data, including requests to see, correct or erase it;
  • anything else about the service.

3. How to raise a grievance

Email the grievance officer with “Grievance” in the subject. Include your name and how to reach you, the link to the page involved, what happened, and what you would like us to do. For a page’s content you can also use the report form. Complaints in Marathi or Hindi are welcome.

If someone is in immediate danger, call the police on 112 first.

4. What happens, and when

  • Within 24 hours: we acknowledge your complaint and give you a reference.
  • Within 15 days: we resolve it and tell you what we decided and why.
  • Within 24 hours: we remove content that shows a person’s private areas, shows them in a sexual act or impersonates them, including morphed images, once the person or someone for them complains.
  • Within 36 hours: we act on an order from a court or an authorised government agency.

5. If you’re not satisfied

  • Decisions about content: appeal to the Grievance Appellate Committee within 30 days of our decision, at gac.gov.in.
  • Your personal data: complain to the Data Protection Board of India after our process.
  • A payment, as a consumer: the National Consumer Helpline on 1915 or consumerhelpline.gov.in, or a consumer commission through edaakhil.nic.in.
  • Online fraud: the cyber-crime helpline 1930 or cybercrime.gov.in.