Grievance Redressal Policy

1. Introduction

MyJansevak is committed to ensuring a safe, transparent, and legally compliant platform for all users.

This Grievance Redressal Policy is established in accordance with:

👉 Information Technology Act, 2000 (Section 79 – Intermediary Safe Harbour)

👉 Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021

This policy defines the process for users to report grievances, complaints, or concerns related to content, data, or platform usage.

2. Scope of Grievances

Users (including Citizens, Leaders, and Visitors) may raise complaints regarding:

Content-Related Issues

• Incorrect or misleading information
• Defamatory or harmful content
• Hate speech or abusive language
• Unauthorized use of personal data

Profile-Related Issues

• Errors in leader profiles
• Unauthorized profile claims
• Verification disputes

Privacy & Data Issues

• Data misuse or unauthorized processing
• Data correction or deletion requests

Platform Misuse

• Fake complaints
• Spam or malicious usage
• Impersonation

Payment & Service Issues

• Billing disputes
• Service delivery concerns

3. Grievance Officer

In compliance with the IT Rules, the Platform has appointed a Grievance Officer:

Name: [To be Updated]
Email: support@myjansevak.com
Location: Pune, Maharashtra, India

4. How to Submit a Grievance

Users may submit grievances through:

A. Email

📧 support@myjansevak.com

B. Platform Mechanism

• “Report” button on profile/content
• Complaint submission forms

5. Information Required for Complaint

To ensure faster resolution, users should provide:

• Full name
• Contact details (email/mobile)
• Description of the issue
• URL or reference of the content/profile
• Supporting documents (if applicable)

Incomplete complaints may delay processing.

6. Grievance Redressal Timeline

As per applicable law:

• Acknowledgment: Within 24–48 hours of receipt
• Resolution: Within 15 days from receipt of complaint

In urgent cases (e.g., harmful or illegal content), action may be taken sooner.

7. Action on Complaints

Based on review, MyJansevak may:

• Remove or disable access to content
• Request additional verification from users
• Correct inaccurate information
• Suspend or terminate accounts
• Reject complaints lacking sufficient evidence

8. Safe Harbour & Platform Role

As an intermediary under Section 79 of the IT Act:

• MyJansevak is not responsible for user-generated content
• We act upon receiving actual knowledge or valid complaints
• We follow due diligence as required under law

9. False or Malicious Complaints

Submitting false, misleading, or malicious complaints may result in:

• Rejection of complaint
• Suspension of user account
• Legal action where applicable

10. Escalation Mechanism

If a user is not satisfied with the resolution:

• They may escalate the issue by replying to the grievance email
• Further review will be conducted by senior authority within the organization

11. Data & Privacy Requests

Requests related to:

• Data access
• Data correction
• Data deletion

will be handled in accordance with:

👉 Digital Personal Data Protection Act, 2023

Users may send such requests to:

📧 support@myjansevak.com

12. Compliance with Government Orders

MyJansevak may take necessary action, including content removal or data disclosure, in response to:

• Court orders
• Government directives
• Law enforcement requests

13. Record Keeping

We may maintain records of grievances and actions taken for:

• Legal compliance
• Internal audits
• Platform improvement

14. Changes to Policy

This Policy may be updated from time to time.

Continued use of the Platform constitutes acceptance of the updated policy.