Grievance Redressal
Last Updated: 20 April 2026
Grievance Redressal
This policy explains how to file a complaint about any service, content, or conduct on the Navya website (navyasocial.in) or the Navya mobile applications, and how Navya responds to it. It is published in compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Section 8(10) of the Digital Personal Data Protection Act, 2023.
1. Grievance Officer
Name: Priya Sharma Designation: Grievance Officer & Data Protection Lead Office: 9/1, Snuff Mill Street, Kolkata 700056 Email: info@navyasocial.in Phone: +91 8777048909 Hours: Monday – Friday, 10:00 – 18:00 IST (excluding public holidays)
2. What you can complain about
- A profile, photo, message, or content on the Service that violates our Community Standards or any law in India.
- Conduct of another user — harassment, fraud, impersonation, threats, scams, hate speech, or any other unlawful act.
- Handling of your personal data, including correction, deletion, or any other right under the DPDP Act, 2023.
- Billing, refund, or subscription issues.
- Accessibility, technical issues, or bugs.
- Any concern that you believe should be addressed.
3. How to file a complaint
You may file a complaint through any of the following channels:
- In-app: Tap the Report button on a profile or message, or go to Settings → Help → Raise a complaint.
- Email: info@navyasocial.in — please include your registered name, the URL of the content, screenshots if relevant, and a clear description of the issue.
- Web form: contact
- Postal mail: Address as above.
4. Timelines
| Stage | Timeline |
|---|---|
| Acknowledgement of complaint | Within 24 hours of receipt |
| Resolution of complaint (general) | Within 15 days |
| Action on complaints under Rule 3(2)(b) (intimate / sexual content of an individual) | Within 24 hours |
| Compliance with court orders or government notifications under Rule 3(1)(d) | Within 36 hours |
| Response to lawful information requests from authorised agencies | Within 72 hours |
5. How we handle a complaint
If you are not satisfied with the decision of the Grievance Officer, you may prefer an appeal to the Grievance Appellate Committee constituted by the Central Government under Rule 3A of the IT Rules 2021, within 30 days of receipt of the decision, on the portal at https://gac.gov.in.
6. Appeals — Grievance Appellate Committee
- Active account data: as long as your account is open.
- After account deletion: profile and chat data deleted within 30 days.
- Identity-verification audit logs (hashed): retained for 24 months as required for fraud prevention.
- Transaction records: retained for 8 years as required under Indian tax law.
- Records of legal complaints: as long as required by law.
7. Other remedies
- Data protection complaints: Data Protection Board of India under Section 13(3) of the DPDP Act, 2023.
- Cyber crime: National Cyber Crime Reporting Portal at cybercrime.gov.in or helpline 1930.
- Consumer disputes: District Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
- Civil and criminal courts: Courts at Bengaluru, Karnataka have exclusive jurisdiction under our Terms of Service.
8. Confidentiality
We treat every complaint confidentially. The identity of a complainant is not shared with the person complained about, except where required by law or where the complaint is found to be vexatious and has caused harm to the other party.