Grievance Redressal Mechanism | Yugality Policies

# DOCUMENT 11: Grievance Redressal Mechanism

Legal Basis: IT Act 2000; IT (Intermediary Guidelines) Rules 2021; DPDP Act 2023

Response Timeline: Acknowledgement within 24 hours; Resolution within 30 days

1. Grievance Officer

In compliance with Rule 3(1)(b) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and Section 13 of the Digital Personal Data Protection Act 2023, Yugality Consultancy Services Private Limited has designated a Grievance Officer.

Designation: Grievance Officer
Organisation: Yugality Consultancy Services Private Limited
Email: grievance@yugality.com
Postal Address: Registered Address: Bihar, India
Working Hours: Monday to Friday, 10:00 AM to 6:00 PM IST (excluding public holidays)

2. Types of Complaints Accepted

Privacy and data protection complaints under the DPDP Act 2023.
Content complaints — requests to remove unlawful content hosted on the platform.
Account access issues — unauthorised access, account hijacking.
Service complaints — failures in platform functionality or subscription billing.
Violations of Terms of Use or Acceptable Use Policy by other users.
Any other matter relating to use of the Yugality platform.

3. Complaint Procedure

Step 1 — File complaint: Submit a written complaint to the Grievance Officer at grievance@yugality.com with subject line 'Grievance: [Nature of Issue]'. Include your full name, account email, description of the issue, and any supporting documentation.
Step 2 — Acknowledgement: The Grievance Officer will acknowledge receipt of your complaint within 24 hours.
Step 3 — Investigation: The Grievance Officer will investigate the complaint and may request additional information.
Step 4 — Resolution: A final response will be provided within 30 days of the complaint date. If additional time is required, you will be notified of the reason and expected resolution date.
Step 5 — Escalation: If unsatisfied with the resolution, you may escalate to the Data Protection Board of India (when constituted under the DPDP Act 2023) or approach appropriate courts.

4. Content Removal Requests

Requests to remove content on grounds of illegality or infringement will be processed in accordance with Section 79 of the IT Act and applicable court orders. Yugality will act on valid court orders within the timelines specified therein.

5. Record Keeping

All grievance records are maintained for a minimum of 3 years from the date of complaint resolution, in compliance with applicable record-keeping obligations.