Grievances and contact

Good-faith draft aligned to Indian law. It is not legal advice and must be reviewed by a qualified Indian advocate, and the bracketed details completed, before launch.

Janvani publishes a grievance mechanism as required by Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and by s. 13 of the Digital Personal Data Protection Act, 2023 for data-related grievances.

Grievance Officer (Rule 3(2)(a))

Name: [full name of the appointed officer, resident in India]

Designation: Grievance Officer

Email: [grievance@yourdomain]

Address: [registered office address in India]

The 2021 Rules require an intermediary to publish the name and contact details of a Grievance Officer. This is a legal obligation and cannot be left anonymous; the person named must be a real, contactable individual resident in India.

Timelines (Rule 3(2)(a) and (b))

We acknowledge every complaint within 24 hours of receipt.
We dispose of the complaint within 15 days of receipt.
A complaint to remove content that exposes a person in the nature of non-consensual sexually explicit or impersonated intimate imagery is acted on within 24 hours.
We also act on orders of a court or an authorised government agency.

Appeal: Grievance Appellate Committee (Rule 3A)

If you are not satisfied with the Grievance Officer's decision, you may appeal to a Grievance Appellate Committee constituted by the Central Government within 30 days, under Rule 3A of the 2021 Rules. This does not affect your right to approach a court.

Complaints about published reports (Part III)

For the reports we publish as a digital news publisher, the Code of Ethics in Part III of the 2021 Rules applies through a three-tier system: Level I is the Grievance Officer above; Level II is a self-regulating body of the publisher or its association; and Level III is the oversight mechanism of the Ministry of Information and Broadcasting.

Data grievances (DPDP Act, s. 13)

For grievances about your personal data (access, correction, erasure, or how we process it), contact the officer above. If you are not satisfied with our response, or do not hear from us within the period prescribed under the DPDP Act, you may complain to the Data Protection Board of India after exhausting this process.

Sources

Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Rules 3(2), 3A and Part III; Digital Personal Data Protection Act, 2023, s. 13. Published by the Ministry of Electronics and Information Technology. Full text at indiacode.nic.in and meity.gov.in.