Grievance Redressal

1. Statutory Timelines & Ticket Tracking

Every support request and formal complaint opened on Practitionist (OPC) Private Limited receives a unique tracking reference (FAM-YYYY-NNNNNN for support tickets and RPT-XXXXXXXX for content/review moderation reports) so you can monitor progress end to end.

• Information Technology (Intermediary Guidelines) Rules, 2021 — Rule 3(2): Complaints are acknowledged within 24 hours and resolved within 15 days from receipt.
• Consumer Protection (E-Commerce) Rules, 2020 — Rule 4(4)–4(5): Statutory ceiling is acknowledgement within 48 hours and redressal within 1 month with a trackable ticket handle; Practitionist (OPC) Private Limited applies our stricter acknowledgement (within 24 hours) and resolution (within 15 days) standard across all consumer grievances.
• Digital Personal Data Protection Act, 2023 — Section 13: Personal data access, correction, consent withdrawal, and erasure requests are handled through the Grievance Officer under the same tracking framework.

2. External Appellate & Statutory Forums

• Grievance Appellate Committee (IT Rules Rule 3A): If you are aggrieved by a decision of the Grievance Officer or do not receive a timely resolution, you may prefer an appeal within 30 days on the official portal: https://gac.gov.in.
• National Consumer Helpline (CCPA): Consumer protection complaints may also be registered at https://consumerhelpline.gov.in.
• Data Protection Board of India: Unresolved data protection complaints may be referred to the Data Protection Board of India under Section 13(3) of the DPDP Act, 2023.

Familiarise support will never ask for your OTP, UPI PIN, card CVV, or screen-sharing access.