Grievance Officer – IT Rules 2021 Compliance

Published as per the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021

Grievance Redressal Mechanism

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 ("IT Rules 2021") and the Consumer Protection Act, 2019, HindHomes.com has appointed a Grievance Officer to address user concerns, complaints, and grievances related to the Platform.

Grievance Officer Details

How to File a Grievance

Users may submit grievances through any of the following channels:

1. Email: Send detailed complaint to grievance@hindhomes.com with subject line "GRIEVANCE: [Brief Description]".
2. Online Form: Submit through Contact & Support page selecting "Grievance" as the category.
3. Postal Mail: Send written complaint to the registered office address above.

Information Required

• Your full name and registered email/phone number.
• Description of the grievance with relevant details (property ID, transaction ID, user ID).
• Supporting evidence (screenshots, documents, correspondence).
• Relief or resolution sought.

Response Timeline

• Acknowledgement: Within 24 hours of receiving the grievance.
• Resolution: Within 15 days from the date of receipt of the grievance (as mandated by IT Rules 2021).
• Complex Cases: May take up to 30 days with periodic status updates.

Escalation

If the grievance is not resolved to your satisfaction within the stipulated timeline, you may escalate to:

• Consumer Forum: District Consumer Disputes Redressal Commission.
• RERA Authority: For real estate transaction grievances, contact the relevant State RERA Authority.
• National Consumer Helpline: 1800-11-4000 (Toll-Free)
• Cyber Crime Portal: cybercrime.gov.in for cyber security-related issues.
• Data Protection Board: For data privacy grievances under DPDP Act, 2023.

Types of Grievances Handled

• Fraudulent or misleading property listings.
• Privacy violations or unauthorized use of personal data.
• Payment disputes, refund issues, or billing errors.
• Harassment, abuse, or inappropriate content on the Platform.
• Account suspension or access-related complaints.
• Intellectual property infringement claims.
• RERA compliance and regulatory concerns.

Compliance Notice

HindHomes Technologies Private Limited is registered as an intermediary under the Information Technology Act, 2000. We comply with all applicable provisions including:

• Information Technology Act, 2000
• IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• Digital Personal Data Protection Act, 2023
• Consumer Protection Act, 2019
• Consumer Protection (E-Commerce) Rules, 2020
• Real Estate (Regulation and Development) Act, 2016