Ask VAI

Grievance Redressal Policy

Mandatory under Rule 3(2) of the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Section 8(10) of the Digital Personal Data Protection Act, 2023.

Effective date: [DD Month YYYY]Last updated: [DD Month YYYY]

Draft — not published. All highlighted placeholders must be replaced before publication. Set NEXT_PUBLIC_LEGAL_PUBLISHED=true only after all placeholders are filled and an Indian advocate has reviewed the documents. The build will fail if any placeholder still contains brackets when that flag is set.

6.1 Purpose

This policy explains how to raise a grievance with Versoaltima India Pvt. Ltd. in connection with Ask VAI ("Service"), an internal organizational tool, including grievances under: the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021; the Digital Personal Data Protection Act, 2023; the Information Technology Act, 2000; and our terms and policies.

6.2 How to raise a grievance and escalation

Users should first contact support@askvai.in with their grievance. If there is no response within 15 days, users may escalate to the Grievance Officer at grievance@askvai.in.

Grievance Officer / Data Protection Officer email: grievance@askvai.in
First point of contact: support@askvai.in
Operated by: Versoaltima India Pvt. Ltd.
Postal address (India): Navi Mumbai, Maharashtra, India
Business hours: Monday to Friday, 10:00–18:00 IST (excluding gazetted Indian public holidays)

The Grievance Officer is an Indian resident at the above address, in compliance with Rule 3(2)(a) of the IT Intermediary Rules 2021.

6.3 Categories of grievances we handle

requests to remove unlawful content under the IT Intermediary Rules
complaints regarding violation of the Acceptable Use Policy
complaints regarding violation of intellectual-property rights
complaints regarding violation of privacy or personal-data rights
requests to exercise rights under the DPDP Act (access, correction, erasure, withdraw consent, nominate)
complaints regarding cookies and consent
any other complaint regarding the Service

6.4 What to include in a grievance

complainant's name, contact email, and phone number
organization name, if applicable
category of grievance
identification of relevant content or account (URL, ID, screenshot)
statement of the grievance and the relief sought
any supporting evidence
for IP-related complaints, proof of right and notice substantially compliant with Section 52(1)(c) of the Copyright Act, 1957

6.5 Acknowledgement and resolution timelines

Acknowledgement: within 24 hours of receipt, per Rule 3(2)(a)(i) of the IT Intermediary Rules 2021
Resolution of grievances under IT Intermediary Rules: within 15 days from the date of receipt, per Rule 3(2)(a)(i)
Removal of intimate or private content (Rule 3(2)(b)): within 24 hours from receipt of complaint by an individual or person on their behalf
DPDP Act grievances: within timelines prescribed by the Data Protection Board; pending such rules, within 30 days

6.6 How we resolve

verify identity of the complainant where appropriate
review the complaint and supporting evidence
request additional information if needed
investigate, including review of audit logs
take action: takedown, account action, correction, deletion, response to data-subject right
document the outcome and notify the complainant in writing

6.7 Compliance with court and government orders

We will remove or disable access to content within 36 hours of an order from a court of competent jurisdiction or notification by the appropriate Government or its agency under Rule 3(1)(d) of the IT Intermediary Rules 2021. We will preserve information and associated records for at least 180 days for investigation purposes per Rule 3(1)(g), and longer where required by law.

6.8 Escalation paths

First point of contact: support@askvai.in. If there is no response within 15 days, escalate to the Grievance Officer at grievance@askvai.in
Grievance Appellate Committee (GAC): appeals against decisions of the Grievance Officer in respect of social-media-intermediary matters may be filed with the Grievance Appellate Committee constituted under Rule 3A of the IT Intermediary Rules 2021, within 30 days of receipt of the Grievance Officer's decision
Data Protection Board of India: for unresolved DPDP Act grievances
Courts at Navi Mumbai, Maharashtra, India: for any unresolved grievance, subject to the jurisdiction clause in our Limited Terms of Product Use

6.9 No retaliation

We will not retaliate against any person who in good faith files a grievance.

6.10 Records

We maintain records of grievances received, action taken, and resolution time for at least 5 years for audit and compliance purposes.

6.11 Changes

We may update this policy. The current version is always available at this URL. Material changes are notified through the Service.