Grievance Redressal and User Complaint Policy

How Users, victims and authorised representatives may submit complaints and how RABC will handle them.

4.1 Grievance Officer

The Grievance Officer for SYNC is Ashish Bhawkar. Complaints must be sent to grievance@rabcorp.co.in or to the postal address and telephone stated in this Pack. The dedicated address is the authoritative written channel. An in-product reporting control should be used for a specific message, media item, Account, group or channel when available because it can transmit the relevant identifiers securely.

4.2 Who may complain

A User may complain about the Services, an Account, Content, privacy, enforcement or another matter covered by the intermediary rules. A victim, or a person lawfully acting on the victim’s behalf, may submit an intimate-content, impersonation or safety complaint. RABC may request proof of identity, authority and relationship to the subject before taking an irreversible action or disclosing information.

A complainant may be a SYNC User, an affected non-User, a victim, an authorised representative, a rights holder or authorised agent, or another person permitted by Applicable Law. A parent, guardian, school or child-protection representative may report a child-safety concern even though children are not eligible to use Version 1.0.1. Official court and government communications must use the Law Enforcement and Government Request Guidelines.

4.3 What to include

State your name and safe contact method, affected CHAT phone number or CONVERSE email where relevant, the accused Account or handle, message or group identifier, date and time, complaint category, clear description, requested action and whether immediate harm is suspected. Provide only necessary screenshots or files. Do not email passwords, OTPs, encryption keys, child sexual abuse material or unnecessary intimate imagery.

Where relevant, include the exact electronic location or identifiers, screenshots that preserve context, proof of authority when acting for another person, intellectual-property ownership information, and any police complaint, court order or official notice connected with the matter. For E2EE Content, use the supported in-product report so selected evidence can be submitted securely without exposing unrelated conversations.

4.4 Acknowledgement and general resolution

RABC will acknowledge a grievance within twenty-four hours of receipt and will resolve a general grievance within seven days, subject to any shorter mandatory period. Acknowledgement confirms receipt; it does not predetermine the outcome. RABC may request missing information, but a request for clarification will not be used to avoid urgent protective action.

4.5 Thirty-six-hour complaints

A complaint seeking action on information covered by the applicable prohibited-content categories under the intermediary rules will be acted upon as expeditiously as possible and resolved within thirty-six hours where that statutory period applies. RABC may use safeguards to prevent misuse and may preserve the relevant evidence without vitiation.

The special period applies only to the complaint categories and circumstances for which Applicable Law prescribes it. It does not convert every support request or ownership dispute into an emergency takedown. RABC may request enough information to identify the complained-of material, but will not use an unnecessary information request to avoid timely protective action.

4.6 Two-hour intimate-content and impersonation complaints

Where an individual or authorised representative complains about Content that prima facie exposes the individual’s private area, shows full or partial nudity, depicts a sexual act or conduct, or amounts to electronic impersonation including an artificially morphed image, RABC will take all reasonable and practicable measures to remove or disable access to Content under its control within two hours of receipt where the statutory rule applies.

The complainant should identify the depicted or impersonated individual, confirm whether the complaint is submitted by that individual or an authorised person, identify the Content and provide the minimum material needed for a prima facie assessment. RABC may preserve evidence and restrict further access while identity or authority is verified where urgent protection is reasonably justified.

4.7 Immediate danger and child safety

SYNC is not an emergency service. If a person faces immediate physical danger, contact local police or emergency services first. Send suspected child sexual exploitation, grooming or sextortion to childsafety@rabcorp.co.in and use the in-product report where available. RABC may make a mandatory report, preserve evidence and restrict the Account without prior notice.

4.8 Court and government actual knowledge

A qualifying order of a court of competent jurisdiction or reasoned written intimation by an authorised government officer is handled through the law-enforcement process. Where it creates actual knowledge under the intermediary rules, RABC will remove or disable access to the specifically identified information within three hours of receipt, subject to the legal scope, technical control and safeguards in force.

4.9 Encryption and reported Content

RABC cannot review private E2EE plaintext that no participant provides. If a User reports a selected message or media item through a supported reporting flow, that selected Content and relevant context may be made readable to authorised reviewers. RABC will not demand a User’s private key or weaken encryption to resolve a grievance.

4.10 Assessment

RABC may assess identity, authority, jurisdiction, specific location of Content, context, severity, safety, authenticity, rights of affected persons, legal duty and technical feasibility. RABC may consult qualified advisers or authorities and may combine duplicate complaints. Deliberately false, abusive or extortionate reports may be rejected and may themselves violate the Pack or law.

A deliberately false, repetitive, forged or malicious grievance may be rejected and may result in restriction of reporting privileges, Account action or legal action. RABC will distinguish an honest or incomplete complaint from bad-faith misuse and will not retaliate against a person merely because a good-faith complaint is not upheld.

4.11 Possible outcomes

An outcome may include no action, request for more information, safety guidance, warning, restriction, removal or disabling of information under RABC’s control, suspension or termination, preservation, referral to a specialist channel, lawful disclosure or mandatory reporting. RABC will provide reasons to the extent required and reasonably possible, but may withhold sensitive security, victim or investigation details.

Where reasonably possible, the complainant will receive the status and a concise explanation of action or non-action. RABC may omit information that would expose a child or victim, reveal another person’s private data, disclose security methods, violate a confidentiality direction or prejudice an investigation.

4.12 Evidence preservation

Where Content is removed or disabled following actual knowledge, voluntary action or a grievance, RABC may preserve the Content and associated records for one hundred and eighty days, or longer if a competent court or lawfully authorised government agency requires it. Preservation does not mean the Content remains available to Users.

4.13 Communication and confidentiality

RABC will communicate through the submitted or verified channel. Information may be shared internally only with authorised personnel and externally only where necessary for service providers, advisers, safety, law or the rights of another person. RABC cannot promise complete confidentiality where disclosure is legally required or necessary to investigate the complaint.

4.14 Review and appeal

A complainant who is dissatisfied may request internal reconsideration by replying to the decision or writing to compliance@rabcorp.co.in with the original complaint details. A person aggrieved by the Grievance Officer’s decision, or by non-resolution within the applicable period, may prefer an appeal to the Grievance Appellate Committee within thirty days where the intermediary rules provide that remedy. Statutory court and consumer remedies remain unaffected.

Where the Grievance Appellate Committee route applies, the appeal may be filed through the official digital mechanism within thirty days from receipt of the Grievance Officer’s communication or as otherwise permitted when the grievance was not resolved within the applicable period. RABC will comply with a binding Committee order and complete any legally required compliance report.

4.15 No retaliation

A User must not retaliate against a person for making a good-faith grievance, safety report or legal complaint. RABC may take action against retaliation, witness intimidation, evidence destruction or attempts to identify a protected child or intimate-content victim.

4.16 Records and updates

RABC will maintain grievance records and service evidence for the period required by law, security, audit and dispute needs. Published changes to this Policy receive a controlled Pack version and hash. Grievance contact changes must be reflected consistently across the Pack before publication.

4.17 Notice to affected Users and reinstatement

Where required or reasonably appropriate, RABC may notify the User responsible for affected Content or an affected Account about the action and ground, and may provide an opportunity to dispute the action or request reinstatement. Notice or reinstatement may be withheld where it would be unlawful, unsafe, harmful to a child or victim, prejudicial to an investigation, contrary to a binding direction or technically infeasible.

4.18 Significant Social Media Intermediary transition

If SYNC becomes subject to additional SSMI obligations, RABC will implement the legally required India-resident compliance roles, twenty-four-hour law-enforcement coordination, enhanced grievance tracking, monthly compliance reporting, voluntary verification safeguards and other applicable measures within the prescribed period. This clause does not represent that SYNC presently exceeds the notified threshold or already has that classification.