Grievance Officer

Grievance Officer

In line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023, the person below handles complaints about GOODLOAD, including complaints about your personal data or about content on the Service.

How to complain

Email the Grievance Officer with the subject “Grievance” and include:

• your name, GOODLOAD ID and the mobile number of your account;
• what happened, when, and which screen or bill / message it is about;
• screenshots, if you have them;
• what you would like us to do.

For a problem with another user in chat, you can also use Block and Report inside the chat — it reaches our team straight away.

When you will hear back

• We will acknowledge your complaint within 24 hours.
• We will resolve it, or tell you clearly what we have done and why, within 15 days.
• Requests to remove content that exposes someone’s private information or intimate images are acted on within 24 hours.

If you are not satisfied

• For personal data complaints, you may approach the Data Protection Board of India after using this grievance process.
• For consumer issues, you may contact the National Consumer Helpline at 1915 or consumerhelpline.gov.in.