1. Designated Grievance Officer Details
In accordance with Indian law, the name and contact details of Our designated Grievance Officer are published below:
- Name of Grievance Officer
- Pratik Sahu
- Designation
- Grievance Officer & Compliance Head
- Legal Entity
- Vedmint Consultancy Services (Proprietorship)
- Dedicated Email
- [email protected]
- Telephone
- +91-7408094200
- Working Hours
- Monday – Saturday | 10:00 AM – 7:00 PM (IST)
- Postal Address
- Vedmint Consultancy Services, Kanpur Nagar, Kanpur Nagar, Uttar Pradesh – 208001, India
Note: For routine customer support, listing assistance, or general billing questions that are not formal legal/privacy grievances, please reach out to Our Customer Support Desk first via Our Contact Page or Support Tickets for faster assistance.
2. Responsibilities of the Grievance Officer
The Grievance Officer is responsible for:
- Receiving and acknowledging formal complaints regarding violations of the Terms and Conditions, Rule 3(1)(b) of the IT Rules, 2021, intellectual property infringement, unauthorized business listings, defamatory/fake reviews, and unresolved billing disputes;
- Receiving and acting upon Data Principal rights requests and privacy grievances under the Digital Personal Data Protection Act, 2023 and Our Privacy Policy;
- Coordinating internal investigation, content moderation, takedown actions, or account enforcement; and
- Serving as the statutory point of contact for lawful communications from courts, regulatory bodies, and authorized government agencies.
3. Complaint Submission Process and Required Details
3.1. How to Submit a Grievance: Formal grievances must be submitted in writing via email to the Grievance Officer at [email protected] or sent by registered post/courier to the physical address stated in Section 1. Logged-in users may also submit a ticket via Support Tickets and mark the subject as “Formal Grievance”.
3.2. Mandatory Details Required in Your Complaint: To enable swift verification and resolution, Your complaint must include:
- (a) Complainant Details: Your full name, registered email address, mobile number, and relationship to the matter (e.g., User, Business Owner, IP Rightsholder, or affected individual);
- (b) Specific URL(s): The exact URL(s) on
https://www.vedlist.comof the Listing, review, blog post, or advertisement to which the complaint relates; - (c) Nature of Grievance: A clear, detailed description of the issue and the specific policy clause or legal provision violated;
- (d) Supporting Evidence: Relevant screenshots, business ownership/authorization documents, trademark/copyright certificates, or payment transaction references; and
- (e) Good-Faith Declaration: A statement confirming that the information and documents provided by You in the grievance are true, accurate, and complete.
4. Statutory Acknowledgment and Resolution Timelines
In strict compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, VEDLIST adheres to the following binding timelines:
| Stage / Category of Complaint | Statutory / Platform Timeline |
|---|---|
| 1. Acknowledgment of Any Grievance | Within 24 hours of receipt of the complaint (accompanied by a unique ticket/reference number). |
| 2. Expedited Content Takedown Complaints under Rule 3(2)(b) IT Rules, 2021 (complaints alleging non-consensual intimate imagery, exposure of private areas, nudity/morphed images, or impersonation in an electronic form including artificially morphed images of an individual) | Resolved and access disabled within 72 hours of reporting. |
| 3. Prohibited Content Complaints under Rule 3(1)(b) IT Rules, 2021 (except sub-clauses (i), (iv), and (ix)) | Expeditious action and resolution within 72 hours to 15 days as required under Rule 3(2)(a). |
| 4. All Other Grievances (including IP claims, listing disputes, review moderation appeals, and billing escalations) | Resolved and disposed of within 15 days from the date of receipt. |
| 5. Personal Data Rights & Privacy Grievances (DPDP Act, 2023) | Acknowledged within 24 hours and resolved within 15 days (or such shorter period prescribed under notified DPDP Rules). |
5. Escalation Process
5.1. Level 1 – Customer Support Desk: For routine operational queries (password resets, profile edits, general billing receipts), please reach out via Contact Us or Support Tickets. We typically respond within 1–2 business days.
5.2. Level 2 – Designated Grievance Officer: If Your Level 1 support ticket is not resolved satisfactorily, or if Your issue involves unlawful content, data privacy rights, or intellectual property infringement, submit Your complaint directly to the Grievance Officer under Section 1 above.
5.3. Level 3 – Statutory Appellate Authorities:
- (a) Grievance Appellate Committee (GAC) under IT Rules, 2021: In accordance with Rule 3A of the IT Rules, 2021, any person who is aggrieved by a decision of the Grievance Officer (or where a grievance is not resolved within the statutory period under Rule 3(2)) may prefer an appeal to the Grievance Appellate Committee (GAC) established by the Central Government within thirty (30) days from the date of receipt of communication from the Grievance Officer via the official GAC portal (
https://gac.gov.in). - (b) Data Protection Board of India (DPDP Act, 2023): Under Section 13(3) of the DPDP Act, 2023, a Data Principal shall exhaust the opportunity of redressing their privacy grievance with Us under this Policy before approaching the Data Protection Board of India.
6. Privacy, Confidentiality, and False Complaints
6.1. Confidentiality: All grievances and supporting identity documents are handled confidentially by Our compliance team and disclosed only to the extent strictly necessary to investigate the complaint, notify the uploader of a takedown, or comply with legal processes.
6.2. Frivolous or Malicious Complaints: Submitting fabricated documents, impersonating a business owner or government official, or lodging knowingly false grievances to sabotage a competitor violates Our Terms and Conditions and Section 15 of the DPDP Act, 2023, and may result in account suspension and legal liability.