Grievance Officer
In accordance with rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and section 13 of the Digital Personal Data Protection Act, 2023, OIOA has designated a Grievance Officer:
Designation: Grievance Officer
Email: [grievance@oneindiaoneapp.com]
Postal address: [LEGAL ENTITY NAME], [REGISTERED ADDRESS, CITY, STATE, PIN]
What you can raise
- A complaint about content in the App or on the Website, including content that you believe violates our Terms of Use or the law.
- A complaint about another user’s conduct, for example in a group.
- A privacy request: access to information, correction, completion, updating or erasure of your personal data, withdrawal of consent, or nomination.
- A complaint about how we have handled your personal data.
- A dispute about action we’ve taken on your account or content.
For ordinary corrections to dates, timings or translations, the quicker route is tell us what we missed.
How to file a complaint
Email the Grievance Officer at [grievance@oneindiaoneapp.com] with:
- your name and a way to contact you;
- your OIOA-ID or the phone number or email you sign in with, if the complaint concerns your account or data;
- a clear description of the complaint, including where the content appears (for example, a group name or a screen), and the date;
- any screenshots or links that help; and
- what outcome you’re asking for.
If you’re making a request on behalf of someone else (for example, as a parent, guardian or nominee), tell us so and include proof of your authority.
Timelines
| Step | Timeline |
|---|---|
| Acknowledgement of your complaint | Within 24 hours of receipt |
| Resolution and reasoned response | Within 15 days of receipt |
| Complaints about content that exposes a person’s private area, shows them in full or partial nudity or in a sexual act, or impersonates them, including morphed images | Action to remove or disable access within 24 hours of receipt, as rule 3(2)(b) of the IT Rules requires |
| Requests to remove information that violates the law, from a court order or a government agency | As the law and the order require |
We may need to verify your identity before acting on a privacy request, to protect your data.
If you’re not satisfied
- Content decisions. Under the IT Rules, if you’re not satisfied with the Grievance Officer’s decision, you may appeal to the Grievance Appellate Committee established by the Government of India, within 30 days of receiving our decision.
- Personal data. Under the DPDP Act, after using our grievance process, you may complain to the Data Protection Board of India.
- Consumer matters. Your rights under the Consumer Protection Act, 2019 are not affected.
Our commitments
- Every complaint is read by a person and recorded.
- We give reasons for our decisions.
- We don’t penalise anyone for raising a complaint in good faith.
- We treat complaints about disrespect towards any community with particular seriousness, in keeping with OIOA’s purpose.
Related: Privacy Policy, Terms of Use and the Community Content & Correction Policy.
Version history
| Version | Date | What changed |
|---|---|---|
| 1.0 | First publication. |