Grievance Officers

The Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, require online platforms (“intermediaries”) to appoint grievance officers to handle user complaints. These complaints could be related to violations of the platform’s guidelines, terms of use, or provisions of the IT Rules.
Grievance officers are required to acknowledge a complaint within 24 hours within the period of 15 days of complaint and resolve it within specific timeframes depending on its nature:

• 15 days for complaints about intellectual property violations.
• 72 hours for complaints involving content harmful to children, obscenity, invasion of privacy, promoting violence, impersonation, threats to public order or national security, or containing malicious software.
• 24 hours for removing or blocking access to sexually explicit content or impersonation.

Under the Safer Internet India initiative, we share a consolidated list of their grievance officers of our members. This aims to enhance user safety and simplify the process of addressing complaints in line with the IT Rules.