Grievance redressal
How to raise a complaint with the Castbase Grievance Officer, how fast we respond, and where to go next.
Business details to follow. Text in [square brackets] marks details, such as the operator’s legal name and contact people, that will be published before the public launch.
On this page 6 sections
1. Grievance Officer
Under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, [Legal entity name] has appointed the following Grievance Officer for Castbase:
- Name
- [Grievance Officer name]
- Designation
- [Grievance Officer designation]
- [grievance email address]
- Phone
- [grievance phone number]
- Address
- [Grievance Officer postal address]
2. What you can raise
- A listing, photo, profile, rating, or post that breaks the terms of service or marketplace policies, such as a counterfeit or prohibited item.
- Content that infringes your copyright, trademark, or other rights.
- Content that shows you in an intimate or sexual way, or impersonates you, including morphed images.
- A decision we made about your content or account that you want reviewed.
- A complaint about a seller, a buyer, or our service as a consumer.
- How we handle your personal data. You can also write to our privacy contact at [privacy email address].
3. How to file a complaint
- Email the Grievance Officer at [grievance email address], or write to the address above.
- Include your name, the email address on your account (if you have one), and a phone number or email we can reach you on.
- Describe the problem and include a link to the listing, profile, or order, with any screenshots or evidence.
- If the content shows you in an intimate way or impersonates you, start the subject line with “Urgent” so it is handled first.
We will send you an acknowledgement with a complaint reference and a copy of your complaint as we recorded it. Keep the reference for any follow-up.
4. Response timelines
| Complaint | What we do | Time limit |
|---|---|---|
| Any complaint | Acknowledge receipt with a reference | Within 24 hours |
| Content shows you in an intimate way, or impersonates you | Remove or disable access to the content | Within 2 hours |
| Request to remove content that breaks our rules | Act on the request | Within 36 hours |
| Other complaints about content or accounts | Resolve and tell you the outcome | Within 7 days |
| Consumer complaints about a purchase or our service | Resolve and tell you the outcome | Within one month |
| Privacy grievances | Respond and act on the request | Within 90 days |
Times run from when we receive your complaint. If we need more information, we will ask quickly and tell you how this affects the timeline.
5. If you are not satisfied
- Content or account decisions: you can appeal to a Grievance Appellate Committee set up by the Government of India within 30 days of our decision, at gac.gov.in.
- Consumer complaints: contact the National Consumer Helpline by dialling 1915 or at consumerhelpline.gov.in, or file a case with a Consumer Commission through e-Daakhil.
- Privacy complaints: after using our grievance process, you can complain to the Data Protection Board of India.
- Courts: your right to go to a court is not affected.
6. Other help
For everyday help with your account, a listing, or an order, email [support email address] or see the contact page. Using the grievance process does not stop you using the dispute option in an order.