Grievance Redressal Mechanism

1. Designated Grievance Officer

2. Categories of Grievances We Handle

• Content Complaints: Objectionable, illegal, infringing, or harmful content reports
• Data Subject Requests: Access, correction, deletion of personal data per DPDP Act
• Service Issues: Subscription billing, service availability, technical failures
• Privacy Concerns: Unauthorized data sharing, security breaches, cookie consent
• Account Issues: Account compromise, unauthorized access, suspension appeals
• Regulatory Compliance: Inquiries about IT Act, DPDP Act, Consumer Protection Act compliance
• Takedown Requests: Legal takedown notices, copyright/trademark claims

3. How to File a Grievance

3.1 Required Information

Please include in your grievance:

• Your full name and contact information
• Account email (if you have a Reload Hub account)
• Nature of grievance (category from list above)
• Detailed description with dates, screenshots, URLs as applicable
• Desired resolution
• Supporting documents (if any)

3.2 Submission Channels

• Email (Preferred): grievance@reloaddigital.in
• Postal Mail: Grievance Officer, Reload Digital, Plot No. 07, Phase V, Udyog Vihar, Gurgaon, Haryana 122016, India
• Phone: +91 9911076600 (verbal complaint must be followed by written submission within 7 days)

4. Acknowledgement & Response Timelines

Per IT Rules 2021 + DPDP Act 2023:

5. Grievance Resolution Process

1. Receipt: Grievance received and logged with unique reference number
2. Acknowledgement: Confirmation email sent within 24 hours with reference number
3. Investigation: Issue investigated by Grievance Officer + relevant team
4. Customer Communication: Updates shared at key milestones
5. Resolution: Action taken and communicated to complainant
6. Closure: Grievance closed with resolution summary
7. Escalation: Unresolved grievances escalated to senior management or external authority

6. Escalation Path

If you are not satisfied with the Grievance Officer's response:

1. Level 1: Grievance Officer (grievance@reloaddigital.in) — initial complaint
2. Level 2: Senior Management (legal@reloaddigital.in) — appeal within 30 days
3. Level 3: External Authorities — Data Protection Board of India (DPB), CERT-In, Consumer Forum

7. Anonymous Reports

Anonymous grievances are accepted but may have limited investigation scope (cannot verify or contact). For full resolution, please provide contact details.

8. False or Frivolous Grievances

Filing intentionally false, misleading, or frivolous complaints may result in:

• Account suspension or termination
• Reporting to law enforcement if criminal intent suspected
• Legal action for defamation or harassment

9. Whistleblower Protection

Good-faith reports of fraud, illegal activity, or regulatory violations are protected. Whistleblower identity kept confidential to extent permitted by law.

10. External Authorities (For Reference)

Data Protection Board of India

For DPDP Act 2023 related grievances when internal mechanism fails:

• Website: meity.gov.in/data-protection-board
• Email: dpb-meity@gov.in

CERT-In (For Cyber Incidents)

• Website: cert-in.org.in
• Email: incident@cert-in.org.in
• Phone: 1800-11-4949

National Consumer Helpline

• Website: consumerhelpline.gov.in
• Phone: 1915 (toll free)

11. Updates to This Mechanism

This Grievance Redressal Mechanism may be updated to reflect regulatory changes. Updates posted with revision date. Material changes notified via email.