APPOINTMENT OF GRIEVANCE OFFICER AS PER THE INFORMATION TECHNOLOGY ACT IN INDIA

Mode of Registering the Complaint by the Complainant :-

• The Complainant is required to register his/her complaint through electronic mode by sending the Complaint to the registered e-mail id of the Grievance Officer
• Also, send hard copy of the same along with e-mail copy to the company at the Registered or Corporate office address of the Company

Acknowledgement of the Complaint by Grievance Officer :-

• The Grievance Officer on receipt of the complaint through e-mail shall acknowledge receipt of the compliant received by the Complainant within 36 hours of the receipt of the same.
• He must also share the Complaint Registration Number (CRN) with the Complainant so that he can track the status of the complaint for future correspondence.
• Further, the Grievance officer shall courier the physical copy of the acknowledgement at the Complainant registered address and file copy of the same in the physical file which will be maintained at the Companies Registered Office.
• Also, on receipt of the physical copy of the complaint couriered by the Complainant as mentioned in step 1, the Grievance Officer shall acknowledge the receipt of physical copy of the compliant by an e-mail acknowledgement to the Complainant and file the same in the physical file as mentioned above.

Investigation by the Grievance Officer :-

• The Grievance Officer is hereby obliged to remove access to such violative content within a period of 36 hours from the time of receipt of the complaint.
• Further, the Grievance officer shall prepare a detailed report about the usage of the Complainant's personal information or sensitive personal information and place within 10 days of receipt of the complaint before the Board of Directors of the Company in a duly convened Board Meeting as per the provisions of Companies Act, 2013 or any amendment thereof.
• After, conclusion of the Board Meeting, he is required to share the summary status with the Complainant on the registered e-mail Id of the Complainant.
• Also, he is required to maintain all the documents in the physical file as mentioned above.

Resolution of the Complainant's Complaint :-

• After sending the summary of the status of the compliant as per step 3 above, if the Complainant wants any clarification on the same, then
• A Grievance officer shall reply within 2 working days after receipt of the clarification mail from the Complainant.
• The Grievance Officer is required to resolve the matter within one month of receipt of the Complaint as per provisions of Rule 3(1) of
• Information Technology (Intermediaries guidelines) Rules, 2011
• He will further email the resolution of the complaint, close the complaint and shall also courier the copy of the resolution which is signed by two Directors of the Company to the registered address of the Complainant and also maintain the same in the physical file as mentioned above.