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POLICY 9: GRIEVANCE REDRESSAL MECHANISM

POLICY 9: GRIEVANCE REDRESSAL MECHANISM
Formal Compliance Version
9.1 Legal Basis
9.1.1 This Grievance Redressal Mechanism is established in compliance with:
	•	(a) Information Technology Act, 2000
	•	(b) Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
9.1.2 CRU operates as an intermediary and has implemented this mechanism to address complaints in a transparent and time-bound manner.
9.2 Appointment of Grievance Officer
9.2.1 In accordance with applicable law, CRU has appointed:
Name: Nitheesh Kumar
Designation: Grievance Officer
Entity: Cru (Operated by Cruvels Private Limited)
Registered Office:
Building bearing No.19/35, V456, First Floor,
Mount Road, Little Mount,
Chennai-600015, Tamil Nadu, India
Email: grievance@cruvels.com
9.2.2 The Grievance Officer is responsible for handling user complaints and ensuring regulatory compliance.
9.3 Scope of Complaints
9.3.1 Users may submit complaints regarding:
	•	(a) Content removal or restriction
	•	(b) Privacy concerns
	•	(c) Intellectual property violations
	•	(d) Political advertisement disputes
	•	(e) Harassment or abuse
	•	(f) Impersonation
	•	(g) Violation of Community Guidelines
	•	(h) Any other violation of platform policies
9.4 Complaint Submission Process
9.4.1 Complaints must include:
	•	(a) Full name of complainant
	•	(b) Contact information
	•	(c) Description of issue
	•	(d) URL or location of disputed content
	•	(e) Supporting documentation (if applicable)
	•	(f) Declaration that information provided is accurate
9.4.2 Complaints should be sent to:
Email: grievance@cruvels.com
Subject Line: Formal Grievance – [Issue Type]
9.5 Acknowledgment Timeline
9.5.1 Complaints will be acknowledged within 24 hours of receipt.
9.6 Resolution Timeline
9.6.1 Complaints will be reviewed and resolved within 15 days from acknowledgment.
9.6.2 In cases requiring legal consultation, additional time may be required, and the complainant will be informed accordingly.
9.7 Takedown Compliance
9.7.1 Where required by law:
	•	(a) Content may be disabled within 36 hours upon valid legal notice
	•	(b) Emergency removal may occur for unlawful or harmful content
9.7.2 All actions will be documented internally.
9.8 Appeals
9.8.1 Users dissatisfied with moderation decisions may:
	•	(a) Submit a formal appeal via email
	•	(b) Provide additional supporting context
9.8.2 Appeals will be reviewed by a human reviewer independent of the original decision where feasible.
9.9 Repeat Abuse & Misuse
9.9.1 Frivolous, malicious, or abusive complaints may result in:
	•	(a) Warning
	•	(b) Restriction of complaint privileges
	•	(c) Account suspension (where applicable)
9.10 Regulatory Cooperation
9.10.1 CRU may:
	•	(a) Provide complaint records to lawful authorities
	•	(b) Comply with government directives
	•	(c) Maintain logs for regulatory reporting
9.11 Record Retention
9.11.1 CRU maintains internal records of:
	•	(a) Complaints received
	•	(b) Actions taken
	•	(c) Resolution outcomes
9.11.2 For compliance and audit purposes.
9.12 Transparency
9.12.1 CRU may publish periodic summaries of:
	•	(a) Number of complaints received
	•	(b) Categories of complaints
	•	(c) Action taken
9.12.2 To promote accountability and trust.