Grievance Redressal Policy

PUBLISHED IN COMPLIANCE WITH STATUTORY OBLIGATIONS. This Grievance Redressal Policy is published in compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021; Section 8(10) of the Digital Personal Data Protection Act, 2023; and Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020. It explains how to raise a complaint, the channels available to you, and the timelines within which we will respond.

1. Who Can Submit a Grievance

Any person, whether a User of the Website or not, may submit a grievance, including:

• Users complaining about Content or conduct on the Website;
• Third parties complaining about Content that affects them;
• Data Principals exercising rights under the DPDPA, 2023 (access, correction, erasure, nomination, withdrawal of consent);
• Data subjects exercising rights under the GDPR / UK GDPR, the CCPA / CPRA, or other applicable data protection laws;
• Rights holders submitting copyright, trade mark, or other intellectual property complaints;
• Consumers raising disputes regarding Paid Placements, payments, or refunds.

2. Grievance Officer

In compliance with Rule 3(2) of the IT Rules, 2021 and Section 8(10) of the DPDPA, 2023, the following officer has been designated:

• Name: Shishir Kumar
• Designation: Grievance Officer & Data Protection Contact
• Entity: Wisework Media Private Limited
• Email: legal@wiseworkmedia.com
• Postal Address: Flat No. 2804, Panchsheel Green 1, Tower F1, Bishrakh, Gautam Buddha Nagar – 201306, Uttar Pradesh, India
• Telephone: +91 7977950502
• Working Hours: Monday to Friday, 10:00 to 18:00 IST (excluding public holidays)

3. How to Submit a Grievance

Grievances may be submitted by any of the following methods:

• Email to legal@wiseworkmedia.com;
• Postal mail to the Grievance Officer at the address above;
• Online grievance form available at /grievance-form on the Website.

To enable us to act effectively, please include:

• your full name, email address, and contact number;
• if you are acting on behalf of another person, the basis of your authority and a copy of authorisation;
• the nature of the grievance and category (Content, account, payment, data protection, intellectual property, other);
• the URL(s), screenshot(s), date and time, and any other identifiers needed to locate the Content or transaction;
• the legal basis or right invoked, if any (e.g., copyright, defamation, DPDPA right of erasure);
• the relief sought (e.g., removal, correction, refund, access to data);
• a statement that the information provided is true and accurate to the best of your knowledge.

4. Acknowledgement and Resolution Timelines

We apply the strictest applicable timeline across all relevant statutes.

5. Process Followed on Receipt

On receipt of a grievance, we will:

• acknowledge receipt within the timeline above and assign a unique ticket reference;
• verify the identity of the complainant where necessary;
• review the grievance against the Terms of Service, the Acceptable Use Policy, the Privacy Policy, and Applicable Law;
• where appropriate, contact the User responsible for the Content under a right-of-reply protocol, providing a reasonable opportunity to respond before action is taken, except where statute or court order requires immediate action;
• take action that may include removing or restricting Content, applying labels, suspending or terminating the relevant Account, processing a refund, fulfilling the data right, or rejecting the grievance with reasons;
• communicate the outcome in writing within the resolution timeline;
• preserve a record of the grievance and action taken in compliance with our retention schedule.

6. Right of Appeal

If you are dissatisfied with the resolution of your grievance, you may appeal as follows:

• Internal review: by writing to legal@wiseworkmedia.com within 30 days of our final response, requesting an internal review by the Company’s legal function. We will respond within 15 days.
• Grievance Appellate Committee (Rule 3A, IT Rules 2021): for grievances within the scope of the IT Rules, you may approach the Grievance Appellate Committee constituted by the Central Government within 30 days of our decision, through the GAC portal at gac.gov.in.
• Data Protection Board of India: for DPDPA grievances, once the Data Protection Board is functional, you may file a complaint with the Board if dissatisfied with our response, in accordance with Section 13(3) of DPDPA, 2023.
• Supervisory authorities (GDPR / UK GDPR): you have the right to lodge a complaint with the supervisory authority of your habitual residence or place of work, including the Information Commissioner’s Office (ICO) in the UK and the relevant Member State Data Protection Authority in the EEA.
• California Attorney General: California residents may submit complaints to the Office of the Attorney General regarding the Company’s handling of their CCPA / CPRA rights.
• Consumer remedies: nothing in this Policy excludes your right to approach the consumer redressal mechanisms under the Consumer Protection Act, 2019, including the National Consumer Helpline (1915) and the e-Daakhil portal.

7. Categories Outside the Scope of this Policy

This Policy does not cover:

• disputes between Users which do not involve a breach of these Terms or Applicable Law;
• editorial disagreement with the Company’s independently published opinion content (which is governed by the Corrections Policy);
• matters subject to ongoing court proceedings, except in compliance with court orders;
• anonymous grievances lacking sufficient information to enable verification or action.

8. Records and Reporting

We maintain records of all grievances, action taken, and outcomes for the periods specified in our Data Retention Schedule. Where required by Applicable Law, we will publish periodic compliance reports.

9. Confidentiality

We treat all grievance information as confidential and disclose it only to the extent necessary to investigate and resolve the grievance, to comply with Applicable Law, or to defend or pursue legal claims. Personal data is processed in accordance with the Privacy Policy.

10. No Retaliation

We will not retaliate against any person for submitting a good-faith grievance. Vexatious, malicious, or repeatedly frivolous grievances may be declined and, if appropriate, may form grounds for action under the Terms of Service.

11. Updates to this Policy

We may update this Policy from time to time to reflect changes in law or operations. The Effective Date at the top indicates the most recent revision. Material changes will be notified by a prominent notice on the Website.

12. Contact Summary

• Grievance Officer: legal@wiseworkmedia.com
• Internal appeals: legal@wiseworkmedia.com
• Data protection: legal@wiseworkmedia.com
• Postal: Wisework Media Private Limited, Flat No. 2804, Panchsheel Green 1, Tower F1, Bishrakh, Gautam Buddha Nagar – 201306, Uttar Pradesh, India