Grievance Redressal
Effective on public launch · Last updated 14 July 2026
One officer, one address, published timelines we’re legally held to. No chatbot maze, no ticket black hole — a person reads every complaint.
Your Grievance Officer
Aaryash Kansal
Director, KNETT IT INFRASTRUCTURE AND SOLUTIONS PRIVATE LIMITED
79, Shyam Lal Road, Darya Ganj, New Delhi, Delhi, India – 110002
Appointed under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, the Consumer Protection (E-Commerce) Rules 2020, and the Digital Personal Data Protection Act 2023.
How to file a complaint
- Email grievance@roleora.com — from your registered address for account matters, or any address for content you saw while logged out.
- Include: what happened, links or IDs of the content or transaction, when you noticed it, and the outcome you’re seeking.
- You’ll get an acknowledgement with a reference number within the timeline below for your complaint type — and a decision, with reasons, within the resolution window. We don’t close complaints silently.
The timelines we’re bound to
| Complaint type | Law | We acknowledge | We resolve |
|---|---|---|---|
| Community content (posts, comments, profiles) | IT Rules 2021 | within 24 hours | within 15 days |
| Content in a prohibited category (the list) | IT Rules 2021 | within 24 hours | actioned within 72 hours of your report |
| Intimate imagery shared without consent | IT Rules 2021 | immediately on sight | removed within 24 hours |
| Purchases, subscriptions, credits, refunds | E-Commerce Rules 2020 | within 48 hours | within one month |
| Your personal data & privacy rights | DPDP Act 2023 | within 48 hours | per prescribed timelines (Privacy Policy §9) |
Copyright and intellectual-property complaints
If content in the Community infringes your copyright, trademark, or other proprietary right: email grievance@roleora.com with (a) proof you own or represent the right, (b) the link or ID of the infringing content, and (c) a statement that your complaint is made in good faith. IP complaints fall in the 72-hour action window above. Misrepresenting ownership to take down someone else’s legitimate content is itself a violation.
If you’re not satisfied with our decision
You always have an independent path — we’re required to tell you, and we’d rather you use it than feel stuck:
- Content decisions (IT Rules): appeal to the Government of India’s Grievance Appellate Committee at gac.gov.in within 30 days of our decision.
- Purchase and service disputes: the consumer forum with jurisdiction where you reside, under the Consumer Protection Act 2019 — our Terms don’t limit this right.
- Data-protection grievances: the Data Protection Board of India, once you’ve given us the chance to resolve it first.
One honest note
Roleora is a small company — the Grievance Officer is the founder, and the mailbox above is genuinely read. The timelines in the table aren’t aspirations; they’re legal obligations we accepted when we built a community into the product. Hold us to them.