Grievance Officer · IT Act 2000 Compliant

We Take Every Grievance Seriously.

As an intermediary under the IT Act 2000 and a Data Fiduciary under DPDP Act 2023, we are legally required — and committed — to resolving your grievances fairly and promptly.

Last updated: January 2025 · IT Act 2000, Rule 3(2)(b) & DPDP Act 2023, Section 13

Overview

In compliance with Rule 3(2)(b) of the IT (Intermediary Guidelines) Rules 2021 and Section 13 of the DPDP Act 2023, Dhor.in has appointed a Grievance Officer to address user complaints and ensure accountability.

The Grievance Officer is empowered to investigate complaints, take corrective action, and interface with regulatory authorities on behalf of Dhor.in users.

Grievance Officer

Grievance Officer

Dhor Community Platform · India

grievance@dhor.in
Acknowledgement: within 24 hours · Resolution: within 30 days
Jurisdiction: India (IT Act 2000 & DPDP Act 2023)

Scope of Grievances

The Grievance Officer handles the following categories of complaints:

Data Privacy Violation

DPDP Act 2023, Section 13

Unauthorised access, processing, or disclosure of your personal data.

Unresolved Data Rights Request

DPDP Act 2023, Section 11-12

Access, correction, erasure, or portability request not resolved within 30 days.

Content Moderation Dispute

IT Act 2000, Rule 4(2)

Your content was removed or your account restricted and you believe it was in error.

Payment / Refund Dispute

Consumer Protection Act 2019

Refund denied or not processed within the stated timeline.

Account Security Issue

IT Act 2000, Section 43A

Unauthorised access to your account or misuse of your identity on the platform.

Harassment or Abuse

IT Act 2000, Section 66C/66E

Another user is harassing, threatening, or defaming you on the platform.

Other Policy Violation

IT Act 2000 / Consumer Protection

Any other violation of our Terms of Service, Privacy Policy, or applicable Indian law.

Resolution Timeline

24 Hours

Written acknowledgement with a Grievance Reference Number (GRN).

48 Hours

Urgent safety matters — harassment, identity theft, account compromise.

30 Days

All other complaints — maximum statutory timeline under IT Act 2000.

How to File a Grievance

01

Exhaust Primary Support

Before filing a grievance, please first contact support@dhor.in or use the in-app help centre. Most issues are resolved within 48 hours at this stage.

02

Gather Evidence

Collect your transaction IDs, screenshots, email correspondence, and a clear description of the issue. The more detail you provide, the faster we can resolve it.

03

Submit Grievance

Email grievance@dhor.in with the subject line 'Grievance: [Issue Type]'. Use the online form below if you prefer a structured submission.

04

Acknowledgement

You will receive a written acknowledgement with a unique Grievance Reference Number (GRN) within 24 hours of submission.

05

Investigation

Our Grievance Officer will investigate the matter, which may include reaching out to relevant teams, reviewing logs, and collecting additional information.

06

Resolution

A written resolution will be communicated to you within 30 days (or sooner for urgent matters). If the grievance is upheld, corrective action is taken immediately.

Escalation Options

If your grievance is not resolved satisfactorily by our Grievance Officer within 30 days, you may escalate to the following authorities:

Data Protection Board of India

Data privacy violations under DPDP Act 2023

meity.gov.in

MEITY IT Grievance Portal

IT Act violations and cyber-related complaints

pgportal.gov.in

National Consumer Helpline

Consumer protection and payment-related disputes

consumerhelpline.gov.in / 1800-11-4000

Cyber Crime Portal

Cyber crimes, identity theft, online harassment

cybercrime.gov.in

Submit a Grievance Online

Important: Filing a false or frivolous grievance may be treated as a violation of our Terms of Service. We encourage genuine, good-faith complaints and will investigate all submissions with fairness to all parties.