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Grievance Redressal Mechanism - Socialer

Effective Date: 10th October 2023


At Socialer, we are committed to providing a platform where users can connect, engage, and grow their online communities. We value your feedback and strive to address your grievances promptly and efficiently. This Grievance Redressal Mechanism outlines the process for lodging and resolving complaints related to our platform.


1. Lodging of Grievance


If you wish to register a complaint regarding any content or activity on Socialer, please follow these steps to ensure the quick and efficient resolution of your grievance:


1.1 Complaint Format

To file a complaint, please send an email to our designated grievance officer, Suman Kumar, at grievanceofficer@socialer.app, using the following format:


(i) Full Name

(ii) Email

(iii) Content link and screenshot of the content

(iv) Short summary of complaint or additional information


Please note that complaints filed in any other format or incomplete, misleading, or vague in nature may be considered invalid.


2. Grievance Redressal Process


2.1 Acknowledgment

All complaints submitted with the required information will be acknowledged within 24 (twenty-four) hours of receipt.


2.2 Review and Resolution

The complaint will be reviewed, verified, and addressed as soon as possible, but no later than 15 (fifteen) days from the date of receipt.


2.3 Resolution Timeframe

We aim to resolve your complaint within 1 (one) month from the date of receipt.


3. Restriction on User Content


In addition to our Community Guidelines, users on Socialer are strictly prohibited from posting content or information that:


(i) Affects the unity, integrity, and sovereignty of the country

(ii) Is derogatory to the rules of society, defamatory to the general public, or misleading

(iii) Is unethical, obscene, or racial

(iv) Is derogatory to a person or exposes their private parts or shows such a person in a sexual act or nudity


4. Policy for Impersonation


Socialer takes user safety seriously. If you believe someone has created an account impersonating you, please follow the procedure below:


4.1 Definitions

“Aggrieved Party” refers to a user whose Socialer profile has been impersonated.

“Aggrieved Party Representative” refers to a user reporting a Fake Account on behalf of the Aggrieved Party.

“Fake Account(s)” refers to a fake account on Socialer created for impersonation purposes.


4.2 Reporting Impersonation

If you are the Aggrieved Party:


(i) Provide your full name (as per government photo ID proof)

(ii) Include your email address

(iii) Provide your mobile number registered with your Socialer account

(iv) Share the Fake Account profile link

(v) Attach a government photo ID (Aadhaar card, Passport, or Pan Card)

(vi) Include a clear photo of yourself holding the government photo ID


If you are an Aggrieved Party Representative:


(i) Provide the full name of the Aggrieved Party

(ii) Include the full name of the Aggrieved Party Representative

(iii) Share the email address of the Aggrieved Party Representative

(iv) Provide the mobile number of the Aggrieved Party Representative

(v) Include the Fake Account profile link

(vi) Attach a government photo ID of the Aggrieved Party (Aadhaar card, Passport, or Pan Card)

(vii) Include a clear photo of the Aggrieved Party holding the government photo ID

(viii) Specify the Aggrieved Party Representative’s relation with the Aggrieved Party


4.3 Verification and Timeline

Socialer will process the complaint after all documents are furnished and proven to be valid and true. You are required to provide the relevant documents within 7 (seven) days from the date the takedown/disable request is raised against a Fake Account.


4.4 Closure and Re-initiation

If you fail to submit all documents within the stipulated timeline, your request will be closed. You can re-initiate the request within 30 (thirty) days of such closure, following the same procedure.


4.5 Abuse Prevention

To prevent abuse of this policy, Socialer may blacklist a user if their request is rejected three consecutive times against the same alleged fake account. Any fourth request will not be entertained.


4.6 Decision Making

Socialer will verify the details provided by the Aggrieved Party or Aggrieved Party Representative against the alleged Fake Account. If proven true, the Fake Account will be taken down/disabled, and notice may be sent to the Fake Account user. All decisions regarding takedown/disablement of Fake Accounts are at Socialer’s sole discretion and are final.


5. Contact Information


For any grievances, feedback, or questions regarding our grievance redressal mechanism or policies, please contact us at grievanceofficer@socialer.app.