Grievance Redressal Policy

Introduction

At TrueBondr, we are committed to providing a safe, respectful, and enjoyable experience for all our users. We understand that sometimes issues may arise, and we want to ensure you have a clear and accessible process to raise your concerns.

This Grievance Redressal Policy has been established in accordance with the Information Technology Act, 2000, and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, as applicable in India. This policy outlines how you can file complaints and how we handle them.

1. What You Can Report

You can file a grievance or complaint regarding:

2. How to File a Complaint

Method 1: Email to Grievance Officer

3. Complaint Resolution Timeline

We are committed to addressing your grievances promptly and fairly. Here's what you can expect:

Note: Urgent safety concerns are prioritized and typically addressed within 1-2 hours during business hours.

4. What Happens After You File

Once we receive your complaint, here's our process:

5. Types of Actions We May Take

Depending on the severity and nature of the complaint, we may:

• Issue a warning to the reported user
• Remove content that violates our policies
• Restrict features temporarily (e.g., messaging, profile visibility)
• Suspend the account temporarily for investigation
• Permanently ban users for serious violations
• Report to authorities in cases involving illegal activity
• Provide safety resources and support to affected users
• Implement technical fixes for platform issues
• Update policies based on patterns in complaints

For privacy reasons, we may not be able to share all details of actions taken against other users.

6. Escalation Process

If you're not satisfied with the resolution of your complaint, you can request escalation:

1. Reply to the resolution email stating your concerns
2. Request escalation to senior management
3. Provide additional information or evidence if available
4. A senior team member will review your case within 7 business days
5. You'll receive a final decision in writing

For unresolved issues, you may also contact:

• Ministry of Electronics & IT: https://www.meity.gov.in
• National Consumer Helpline: 1800-11-4000
• Cyber Crime Portal: https://cybercrime.gov.in

7. False or Malicious Complaints

We take all complaints seriously, but we also have safeguards against abuse of this process:

• Filing false or malicious complaints is a violation of our Terms
• Repeated false reports may result in account restrictions
• We investigate both parties in reported incidents
• Evidence of harassment through false reporting will lead to account action

8. Confidentiality

We treat all complaints with strict confidentiality:

• Your identity is protected when you report issues
• Complaint details are only shared with relevant team members
• We do not disclose reporters' identities to reported users
• All records are maintained securely in compliance with data protection laws

9. Emergency Situations

If you are in immediate danger or facing an emergency situation, please contact local emergency services immediately (Dial 100 in India). Then notify us so we can take platform-specific action.

10. Legal Compliance

This Grievance Redressal Mechanism complies with:

• Information Technology Act, 2000
• Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• Consumer Protection Act, 2019
• Personal Data Protection regulations