Grievance Redressal Framework

This framework explains how to raise a complaint and how we handle it. It reflects our obligations under the Information Technology Act, 2000 and the Intermediary Guidelines Rules, 2021, the Digital Personal Data Protection Act, 2023, and the Consumer Protection Act, 2019 and E-Commerce Rules, 2020.

1. Grievance Officer

2. What you can complain about

• Content that is unlawful or breaches our Acceptable Use Policy or Community Guidelines;
• Intellectual-property infringement (copyright/trademark);
• Privacy and personal-data concerns under the DPDP Act;
• Payment, escrow, refund, and campaign disputes;
• Any other concern about your use of Cirql.

3. How to file a complaint

Raise your complaint through the in-app reporting tools where available, or email the Grievance Officer with: your name and contact details, your user type, a clear description of the issue, relevant references (campaign ID, content link, transaction ID), and what resolution you seek.

4. Our timelines

• Acknowledgement: within 24 hours of receipt.
• Content complaints under the IT Rules: resolved as quickly as possible and, in any case, within 15 days; unlawful content in specified categories acted on within the shorter statutory timelines.
• Data-protection grievances: responded to within the timeline under the DPDP framework.
• Consumer/e-commerce complaints: acknowledged within 48 hours and redressed within one month, per the E-Commerce Rules.

5. Escalation

If you are not satisfied with the outcome:

• Data-protection matters: you may approach the Data Protection Board of India.
• Consumer matters: you may approach the appropriate consumer forum, the National Consumer Helpline, or a designated grievance authority.
• We will cooperate with lawful requests from courts and authorities.

6. Records

We keep records of complaints and their resolution as required by law.

General support

support@cirql.in