Grievance Policy

Last updated: 1 May 2025

TruClario is committed to addressing grievances from vendors, companies, and other users of the platform promptly and fairly. This policy explains how to raise a grievance and what you can expect from us in response.

This policy is published in compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021.

Grievance Officer

TruClario has appointed a Grievance Officer as required under the IT Rules 2021. The Grievance Officer is responsible for receiving and resolving all complaints and grievances related to the platform.

Contact Details
Name
To be appointed
Designation
Grievance Officer
Email
grievance@truclario.com
Address
To be updated
Working hours
Monday to Friday, 10 AM to 6 PM IST

What You Can Raise a Grievance About

You can raise a grievance about any of the following:

For vendors:

•A review you submitted has been removed or hidden and you believe the decision was wrong
•You have received a legal notice related to a review you submitted
•Your account has been suspended and you believe this was in error
•You have a data privacy concern or wish to exercise your rights under the DPDP Act 2023

For companies:

•A review about your company contains false statements of fact
•A review about your company violates our Review Guidelines
•You have received a legal order requiring removal of specific content
•You wish to claim your company profile

How We Resolve Grievances

We follow a structured process for every grievance we receive.

1
Within 24 hours
We acknowledge receipt of your grievance by email and assign it a reference number.
2
Within 3 days
We review the grievance and gather any additional information needed. We may contact you for clarification.
3
Within 15 days
We communicate our decision to you in writing with reasons. If we take action on a review or account we notify both parties.
4
After the decision
If you are not satisfied with our decision you may escalate to the relevant government authority or approach a court of competent jurisdiction in India.

Legal Notices and Court Orders

If you are a company or individual seeking removal of content via a legal notice or court order, please send the notice to our Grievance Officer at grievance@truclario.com.

We will acknowledge receipt within 24 hours and act on valid court orders within 36 hours of receipt as required by the IT Rules 2021. We will notify the reviewer of any action taken where permitted by law.

We do not automatically remove content on the basis of a legal notice alone without a valid court order. Receipt of a legal notice does not guarantee removal of the content in question.

Compliance with IT Rules 2021

TruClario complies with its obligations as an intermediary under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021 including:

✓Publishing Terms of Service, Privacy Policy, and Review Guidelines prominently on the platform
✓Appointing a Grievance Officer resident in India with published contact details
✓Acknowledging grievances within 24 hours and resolving them within 15 days
✓Acting on valid court orders within 36 hours
✓Maintaining records of user activity for 180 days as required
✓Publishing this Grievance Policy prominently on the platform

Raise a Grievance

To raise a grievance email our Grievance Officer with the following information:

•Your full name and contact details
•A description of the grievance
•The URL of any content you are raising the grievance about
•Any supporting documentation