Grievance officer

§1Grievance officer

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023, the Pinaka grievance officer is the point of contact for grievances raised by users.

Name: Founder, Pinaka. Title: Grievance Officer, Pinaka. Postal address: [postal address, to be inserted once the operating legal entity is incorporated in Hyderabad, Telangana, India]. Email: support@mypinaka.com.

The grievance officer responds to user complaints under the IT Rules and the DPDP Act. The response times below apply.

§2How to file a grievance

Send a written grievance to support@mypinaka.com with the following:

1. Your full name and contact email.
2. A clear description of the issue or complaint.
3. The URL of any relevant page or content.
4. Any supporting screenshots, dates, or correspondence.
5. The outcome you are seeking.

§3Response time

We acknowledge receipt within one business day.

We provide a substantive response within five business days.

We resolve grievances within fifteen days where possible and within thirty days at the outside, per the IT Rules. Where a grievance requires longer (for example, complex content disputes that need investigation), we communicate a revised timeline.

§4Escalation

If you are not satisfied with the resolution, you may escalate within Pinaka by replying to the response email and asking for review by a senior team member.

External escalation routes available to you under Indian law include the Data Protection Board of India (for personal-data grievances under the DPDP Act, 2023) and the Grievance Appellate Committee constituted under the IT Rules (for content-related grievances). Users outside India may use the regulatory route applicable in their jurisdiction; see the privacy policy for a non-exhaustive list.