Legal
Grievance Redressal
If something has gone wrong, this is the route that has a name attached to it and a deadline on it. Use it before anything else — it is also the step a regulator will ask whether you took.
Last updated 21 August 2026
1Who answers
Grievance Officer
officer’s name — not yet published
SnxwFairies Innovations Private Limited
contact address — not yet published
the officer’s email address — not yet published
This appointment is required by rule 3(2)(a) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021.
2How long it takes
| Stage | Deadline | Where it comes from |
|---|---|---|
| We acknowledge your complaint | Within 24 hours | IT Rules 2021, r.3(2)(a)(i) |
| We resolve it and tell you the outcome | Within 15 days | IT Rules 2021, r.3(2)(a)(i) |
| Complaints about unlawful content or impersonation | Acted on within 72 hours of a valid order, or 24 hours for the categories in r.3(2)(b) | IT Rules 2021, r.3(1)(d), r.3(2)(b) |
These are statutory limits, not targets. If we need longer because a third party has to respond, we will tell you why within the same window rather than let it lapse quietly.
3How to raise one, and what to include
The route that works today is Complaints & support inside your account. A complaint raised there is recorded against a reference you can quote, the deadline in the table above is stamped on it at that moment, and you can see on the same page what has been done and by when the next step is owed.
You may also write to the officer’s email address — not yet published. Either way, include:
- your name and the email address on your account;
- what happened, and the date it happened;
- the reference of anything involved — a listing, a commitment, a verification;
- what you would like us to do about it.
If you are complaining on someone else’s behalf, say so and confirm you are authorised to. We may need to verify that before we can discuss another person’s data with you.
4Complaints about your personal data
For anything about personal data — access, correction, erasure, a consent you want withdrawn — start at Privacy & my data inside your account, where most of it can be done directly and immediately. If you cannot sign in, use the data-protection request form, which is open to people without an account. You may also write to our data-protection address — not yet published.
Under §13 of the Digital Personal Data Protection Act 2023 you must give us the chance to answer before approaching the Data Protection Board of India. If our answer does not satisfy you, you may then complain to the Board.
5Complaints about a company listed here
If your complaint is about an issuing company — its conduct, its disclosures, a failure to allot, or a failure to repay under Section 42(6) — tell us, and we will give you the records we hold of what was offered, agreed and paid. Those records are yours to use.
We cannot compel a company to allot or repay, and we do not hold the money: your legal recourse in that situation is against the company. Depending on the matter, the Registrar of Companies, the Ministry of Corporate Affairs, or the National Company Law Tribunal is the appropriate forum, and we will not pretend otherwise to keep the complaint with us.
6If you are still not satisfied
Beyond us, depending on what your complaint concerns:
- Personal data — the Data Protection Board of India;
- Online consumer grievances — the National Consumer Helpline (1915) and the INGRAM portal, or a consumer commission under the Consumer Protection Act 2019;
- A company’s conduct under the Companies Act — the Registrar of Companies for its state, or the Ministry of Corporate Affairs;
- Cybercrime or fraud — the National Cyber Crime Reporting Portal (cybercrime.gov.in) or your local police.