We strive to resolve grievances promptly and fairly while ensuring compliance with applicable laws, including the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, and other relevant regulations.
Scope of the Policy
This policy applies to:
- Users (students, educators, and institutions) who have concerns regarding the content, services, or transactions on Digital Benchers.
- Copyright or intellectual property holders raising infringement complaints.
- Any individual reporting content that violates our Terms of Service, Privacy Policy, or Community Guidelines.
Grievance Redressal Officer
As per regulatory requirements, Digital Benchers has appointed a Grievance Redressal Officer (GRO) to address complaints and concerns efficiently.
Filing a Grievance
Users can file a grievance through the following channels:
1. Online Submission
- Visit https://digitalbenchers.com/grievance-policy
- Fill out the grievance form at Google Form
2. Email Submission
- Send your complaints to digitalbenchershelp@gmail.com with a clear subject line (e.g., "Grievance – Content Removal Request")
3. Postal Complaint
- Complaints can be sent in writing to the official office address, mentioning all necessary details
Grievance Redressal Procedure
Once a grievance is received, the following process will be followed:
1. Acknowledgment
Fast ResponseWe acknowledge the grievance via email or phone.
Timeline: Within 48 hours
2. Investigation
Under ReviewOur team reviews the grievance, requests additional details (if needed), and assesses the issue.
Timeline: 7-10 business days
3. Resolution
Action TakenBased on findings, appropriate action is taken, including content removal, refunds (if applicable), or policy clarifications.
Timeline: Within 15 business days
4. Response to User
ClosureThe final resolution is communicated to the user via email.
Timeline: Within 15 business days
5. Escalation (if unresolved)
EscalatedIf the user is unsatisfied, they may escalate the complaint to a higher authority within Digital Benchers.
Timeline: Additional 10 business days
Types of Grievances and Resolution Measures
| Type of Complaint | Resolution Action |
|---|---|
| Payment or Billing Issues | Verification and resolution (No refund policy applies) |
| Technical Issues (Website/App Bugs, Login Failures, etc.) | Fixes or alternative access solutions |
| Content Removal Requests (Objectionable/Infringing Content) | Investigation & removal (if valid) |
| Intellectual Property Violation (Copyright/Trademark Infringement) | Review & takedown as per Takedown Policy |
| Privacy & Data Security Concerns | Compliance check & necessary action |
| Misleading/False Information | Content correction or removal |
| Harassment, Abuse, or Policy Violations | Account suspension or content moderation |
Escalation of Unresolved Grievances
If a user is not satisfied with the resolution provided, they may escalate the grievance to:
Senior Compliance Officer
Email: digitalbenchers@gmail.com
Escalated grievances will be reviewed within 10 business days of submission.
Compliance with Legal Requirements
- Digital Benchers complies with the IT Rules, 2021, ensuring that grievances related to online content, intellectual property, and privacy violations are handled as per regulatory standards.
- Consumer complaints (if any) will be resolved in accordance with the Consumer Protection (E-Commerce) Rules, 2020.
- Any law enforcement requests will be processed per applicable Indian cyber laws and international guidelines.
Policy Updates
This Grievance Redressal Policy is subject to periodic updates. Users are encouraged to review it from time to time.
For further inquiries or to report an issue, contact digitalbenchershelp@gmail.com
User Acknowledgment
By using Digital Benchers, you acknowledge that you have read, understood, and agreed to this Grievance Redressal Policy.