Grievance Redressal Policy
Udyog Odisha Platform
Introduction
This Grievance Redressal Policy (“Policy”) is issued in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, read with Section 79 of the Information Technology Act, 2000. It sets out the mechanism through which users may report grievances relating to content or activities on the Udyog Odisha platform (“Platform”), and the procedures for acknowledgment, escalation, and resolution of such grievances.
Grievance Officer
The Company has appointed a Grievance Officer to receive and address grievances from users. The details of the Grievance Officer are as follows:
All grievances relating to the Platform, including but not limited to unlawful content, data protection concerns, privacy issues, or other violations of the Platform’s Terms of Use, Privacy Policy, or applicable laws, must be addressed to the Grievance Officer at the above‑mentioned email address.
Reporting Mechanism
Users may file a grievance by sending an email to the Grievance Officer at the email address specified above. A valid grievance must include the following information:
- Full name, registered email ID, and contact number of the complainant.
- A clear description of the issue or violation, including the nature of the content or activity complained of.
- The specific URL or page on the Platform where the alleged violation is located.
- Any supporting evidence or screenshots relevant to the complaint.
- A statement that the information provided is true and correct to the best of the complainant’s knowledge.
Anonymous or incomplete complaints that do not contain the minimum required information may not be processed.
Service Level Agreement (SLA)
The Company shall:
- Acknowledge receipt of a valid grievance within twenty‑four (24) hours of its receipt, by sending an automated or manual acknowledgment to the complainant’s registered email ID.
- Endeavour to resolve the grievance within fifteen (15) days from the date of receipt of the complaint, or within such extended period as may be justified by the complexity of the issue, in accordance with applicable law.
- If the grievance cannot be resolved within the stipulated time, the complainant shall be informed of the reasons for the delay and the expected timeline for resolution.
Escalation and Compliance with Law Enforcement
In addition to the Grievance Officer, the Company has appointed a Nodal Officer who serves as the 24x7 point of contact for law enforcement agencies and government authorities. The Nodal Officer is responsible for:
- Receiving and responding to requests, directions, or orders from law enforcement agencies or government authorities relating to unlawful content, user information, or other matters arising from the Platform.
- Ensuring that the Company complies with such directions or orders in a timely manner, including by removing or disabling access to unlawful content where required under applicable law.
Record‑Keeping and Transparency
The Company shall maintain a record of all grievances received, acknowledgments issued, and actions taken, including removal or disabling of content, for a period of at least eighteen (18) months or as required by law. These records may be made available to competent authorities upon request.
Limitation of Liability
The Company shall not be liable for any delay or failure in resolving a grievance where such delay or failure is caused by factors beyond its reasonable control, including but not limited to incomplete or inaccurate information provided by the complainant, or technical or operational constraints.
Governing Law and Jurisdiction
This Grievance Redressal Policy shall be governed by and construed in accordance with the laws of India. Any dispute, claim, or proceeding arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the competent courts located in Bhubaneswar, Odisha, India.