Grievance Redressal

1. Statutory Grievance Redressal Mechanism

In accordance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (as amended), and the Digital Personal Data Protection (DPDP) Act, 2023 read with DPDP Rules, 2025, Shivion Solutions has established a dedicated statutory mechanism to receive, acknowledge, and redress user grievances regarding platform operations, content, community safety, and digital personal data protection.

2. Grievance Officer Details

3. Procedure for Filing a Grievance

To help us investigate and resolve your complaint promptly, please include the following details in your email to support@karmup.in:

• Your registered name, registered mobile number, and email address.
• The specific task ID, user profile URL, or content link in question.
• A clear, factual description of the issue or alleged violation.
• Any supporting screenshots, transaction IDs, or communication logs.
• A declaration confirming that the statements provided are true to the best of your knowledge.

4. Resolution Timelines & Statutory Escalation

• Acknowledgment: We acknowledge receipt of any formal grievance within 24 to 48 hours of transmission and provide a unique tracking reference.
• IT Rules Disposal (Platform & Content): Every platform and content grievance is investigated and addressed within 15 days from the date of its receipt, as mandated under applicable IT Rules.
• DPDP Rules Disposal (Personal Data Protection): Grievances under the DPDP Act and DPDP Rules concerning personal data, consent withdrawal, access, correction, or erasure are addressed within 30 days (well within the statutory maximum ceiling of 90 days).
• Escalation to Data Protection Board of India (DPBI): If a Data Principal is dissatisfied with the Grievance Officer resolution or if no response is received within the published timeline, the user possesses the statutory right under Section 13(3) and Section 18/27 of the DPDP Act to file a complaint before the Data Protection Board of India (DPBI).

5. Right of Nomination (DPDP Section 14)

Under Section 14 of the Digital Personal Data Protection Act, 2023 read with Rule 14(4) of the DPDP Rules, 2025, every user (Data Principal) has the statutory right to nominate another individual who, in the event of death or incapacity of the Data Principal, shall be authorized to exercise personal data rights on their behalf. Users may submit nomination directives to our Data Protection & Grievance Officer at support@karmup.in specifying nominee details from their registered email.