Grievance Redressal Policy

1. Introduction

Kalaloka ("Platform"), operated by DigiYogi, Bangalore, Karnataka, India, is committed to addressing the concerns and grievances of its users in a fair, transparent, and timely manner. This Grievance Redressal Policy is established in compliance with:

• The Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 ("IT Rules 2021"), particularly Rule 3(2).
• The Information Technology Act, 2000.
• The Digital Personal Data Protection Act, 2023 (DPDPA), Section 13.
• The Consumer Protection Act, 2019.

2. Grievance Officer

In accordance with Rule 3(2) of the IT Rules 2021, we have appointed a Grievance Officer who can be contacted as follows:

3. Complaint Categories

The following categories of grievances can be filed under this policy:

3.1 Content-Related Grievances

• Content that violates our Community Guidelines
• Copyright infringement or intellectual property violations
• Defamatory, obscene, or harmful content
• Impersonation or fake profiles
• Misinformation or misleading content
• Content depicting violence, self-harm, or illegal activities
• Child Sexual Abuse Material (CSAM)

3.2 Privacy and Data Grievances

• Unauthorized use or disclosure of personal data
• Denial of Data Principal rights (access, correction, erasure)
• Breach of the Data Protection Policy
• Unsolicited communications or spam

3.3 Payment and Financial Grievances

• Failed or incorrect transactions
• Issues with creator payouts or earnings calculations
• Unauthorized charges
• Refund disputes
• Subscription billing issues

3.4 Account-Related Grievances

• Wrongful account suspension or termination
• Account security issues (unauthorized access)
• Issues with verification or creator status
• Harassment or bullying by other users

4. How to File a Grievance

• In-App Reporting: Use the report button available on content pages and user profiles for content-related issues.
• Email: Send a detailed complaint to support@kalaloka.buzz with the subject line "Grievance: [Category] - [Brief Description]".

Your grievance should include:

• Your registered name, phone number, or email for verification.
• A clear description of the grievance.
• The category of the grievance (content, privacy, payment, or account).
• Links to specific content or screenshots, where applicable.
• Any previous communication reference numbers related to the issue.

5. Response Timelines

6. Resolution Process

1. Receipt and Acknowledgment: Your grievance is logged in our system and you receive a reference number within 24 hours.
2. Assessment: The Grievance Officer or designated team member reviews the complaint, verifies your identity, and determines the appropriate category and priority.
3. Investigation: We investigate the grievance, which may include reviewing content, checking logs, communicating with other involved parties, and consulting internal policies.
4. Action: Based on the investigation, appropriate action is taken. This may include content removal, account actions, payment corrections, or other remedial measures.
5. Resolution Communication: You are informed of the outcome and the actions taken via the same channel through which the grievance was filed (or by email if filed in-app).

7. Escalation Process

If you are not satisfied with the initial resolution:

• Internal Escalation: You may request escalation to the Grievance Officer (Nagaraj, Founder) by replying to the resolution communication with your reasons for dissatisfaction. The Grievance Officer will review the case within 7 days.
• External Escalation: If the matter remains unresolved, you may approach:
  • The Data Protection Board of India for data protection grievances under the DPDPA.
  • The Consumer Disputes Redressal Commission (District, State, or National level) under the Consumer Protection Act, 2019.
  • The Cyber Crime Portal (cybercrime.gov.in) for cyber-related offenses.
  • The appropriate court of law in Bangalore, Karnataka.

8. Appeal Mechanism

If your content was removed or your account was suspended as a result of a complaint or policy enforcement:

• You will be notified of the action taken and the specific policy that was violated.
• You may file an appeal within 30 days of the action by emailing support@kalaloka.buzz with the subject "Appeal: [Reference Number]".
• Appeals will be reviewed by a person who was not involved in the original decision.
• The appeal decision will be communicated within 15 days of receipt.
• The appeal decision is final within the Platform's internal process. Further recourse is available through the external escalation channels described in Section 7.

9. Government and Court Order Compliance

• The Platform complies with valid orders from courts of competent jurisdiction and authorized government agencies in India.
• Upon receiving a valid takedown order, the Platform will act within 36 hours as required under Rule 3(1)(d) of the IT Rules 2021.
• We maintain records of all government and court orders received and actions taken in compliance.
• Where legally permissible, we will notify the affected user of the order and the action taken.

10. Monthly Compliance Report

In compliance with Rule 4(1)(d) of the IT Rules 2021, we publish a monthly compliance report that includes:

• The number of grievances received, categorized by type.
• The number of grievances resolved and the resolution time.
• The number of content items removed proactively and in response to complaints.
• Actions taken on government/court orders.

This report is available upon request and will be published on the Platform once we meet the Significant Social Media Intermediary thresholds as defined under the IT Rules 2021.

11. Contact

For all grievances and complaints:

• Grievance Officer: Nagaraj
• Email: support@kalaloka.buzz
• Platform: Kalaloka (a product of DigiYogi)
• Address: Bangalore, Karnataka, India