Grievance Redressal Policy
Designated Grievance Officer, complaint channels, response SLAs, and escalation routes — published in accordance with Rule 3(2) of the IT (Intermediary Guidelines) Rules 2021 and Section 8(10) of the DPDPA 2023.
1.Purpose#
This Grievance Redressal Policy is published by SIMAYU SOLUTIONS PRIVATE LIMITED, operating as Zantras, to satisfy our obligations under:
- Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021;
- Section 8(10) of the Digital Personal Data Protection Act, 2023;
- Rule 5(3) of the Consumer Protection (E-Commerce) Rules, 2020.
2.Grievance Officer#
3.What you can raise with us#
You may use this Policy to raise:
- Requests to access, correct, or erase personal data we hold about you (DPDPA Sections 11–13).
- Complaints about possible breach of this Policy, our Privacy Policy, or other Zantras commitments.
- Reports of unlawful, harmful, or abusive content or use of the Platform.
- Billing disputes (in addition to the channels in the Refund & Cancellation Policy).
- Reports of security vulnerabilities (see also
security@zantras.com).
4.How to submit a grievance#
- Email — grievance@zantras.com (preferred).
- Online form — zantras.com/contact with subject prefix "Grievance:".
- Postal mail — addressed to the Grievance Officer at the address in Section 2.
Please include in your submission:
- Your full name and contact details;
- If your complaint relates to a verification session, the session identifier or transaction reference;
- A clear description of the issue and the outcome you seek;
- Any supporting documents.
5.Response timelines#
| Stage | Timeline | Statutory basis |
|---|---|---|
| Acknowledgement | Within 24 hours of receipt | IT Rules 2021, Rule 3(2)(a) |
| Resolution | Within 15 days of receipt | IT Rules 2021, Rule 3(2)(a) |
| Escalation to DPO (privacy matters) | If unresolved within 7 days | Internal commitment |
| CSAM or content harming child safety | Removal within 24 hours of being flagged | IT Rules 2021, Rule 3(2)(b) |
6.How we handle a grievance#
- The Grievance Officer acknowledges receipt within 24 hours and assigns a tracking identifier.
- Where relevant we ask for further information needed to investigate.
- We investigate the underlying issue with the engineering, compliance, or commercial team responsible.
- We communicate the outcome and any remedial action within 15 days.
- The case file is retained for 3 years for audit.
7.Escalation beyond Zantras#
If you are not satisfied with our response, or if we fail to respond within the timelines above, you may escalate to:
| Forum | Scope | How to reach |
|---|---|---|
| Data Protection Officer (DPO) — Zantras | Data-protection & privacy matters | dpo@zantras.com |
| Data Protection Board of India | DPDPA 2023 complaints | Per Board procedures once constituted |
| CERT-In | Cyber-security incidents | incident@cert-in.org.in |
| National Consumer Helpline | Consumer-protection matters | Toll-free 1915 |
| National Cyber Crime Reporting Portal | Cyber-crime offences | cybercrime.gov.in |
8.Anonymous complaints#
We accept anonymous complaints but our ability to investigate and respond is limited if we cannot verify the facts. Anonymous submissions about security vulnerabilities are always investigated.
9.No retaliation#
Zantras does not retaliate against any person who raises a good-faith concern. Submitting a grievance does not affect the Customer's standing under the Terms of Service or service availability.
10.Changelog#
- v1.0 — 5 June 2026. Initial publication.