Grievance Redressal  Content Moderation Policy

Effective Date: 21-April-2025
Last Updated: 21-April-2025

1. INTRODUCTION AND LEGAL FRAMEWORK

This Grievance Redressal and Content Moderation Policy ("Policy") is established by Nyburs in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 ("IT Rules 2021"), the Information Technology Act, 2000 ("IT Act"), and other applicable laws governing digital platforms in India.

As an intermediary operating the Nyburs platform, we are committed to providing a safe, secure, and transparent mechanism for addressing user grievances and ensuring appropriate content moderation standards that protect our community while respecting fundamental rights to freedom of expression.

1.1 Regulatory Compliance

This Policy ensures compliance with:

• Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• Information Technology Act, 2000
• Digital Personal Data Protection Act, 2023
• Indian Penal Code, 1860
• Other applicable Indian laws and regulations

1.2 Scope and Application

This Policy applies to:

• All users of the Nyburs platform
• All content published, shared, or transmitted through the platform
• All grievances related to platform usage, content, or user interactions
• Content moderation decisions and enforcement actions

2. GRIEVANCE OFFICER DESIGNATION

2.1 Appointment and Authority

In accordance with Rule 3(2) of the IT Rules 2021, Nyburs has appointed a Grievance Officer who shall be responsible for:

• Receiving and acknowledging user grievances
• Investigating complaints and violations
• Taking appropriate remedial action
• Ensuring compliance with statutory timelines
• Maintaining records of all grievances and their resolution

2.2 Grievance Officer Details

Name: Vishal Chaudhary
Designation: Director
Company: Nyburs
Email Address: vishal@nyburs.com
Office Address: HD-101, WeWork Salarpuria Symbiosis, Arekere Village, Begur Hobli, Bannerghatta Road, Kothanur, Bangalore, Karnataka, India - 560077
Working Hours: Monday to Friday, 10:00 AM to 6:00 PM IST
Languages: English, Hindi

2.3 Grievance Officer Responsibilities

The Grievance Officer is authorized and responsible for:

a) Complaint Management:

• Receiving and acknowledging all grievances within 24 hours
• Investigating complaints thoroughly and impartially
• Coordinating with relevant departments for resolution
• Communicating with complainants throughout the process
• Maintaining detailed records of all proceedings

b) Legal Compliance:

• Ensuring adherence to all statutory timelines
• Coordinating with law enforcement when required
• Implementing court orders and legal directives
• Reporting to regulatory authorities as mandated
• Maintaining compliance with all applicable laws

3. GRIEVANCE SUBMISSION PROCESS

3.1 Accepted Grievance Categories

We accept grievances related to:

a) Content-Related Issues:

• Inappropriate or harmful content on the platform
• Copyright infringement claims
• Privacy violations and unauthorized content sharing
• Misinformation or fake news
• Content that violates community guidelines

b) Account and User Issues:

• Unauthorized account access or hacking
• Impersonation or identity fraud
• Harassment, bullying, or abusive behavior
• Account suspension or termination disputes
• Profile or content removal complaints

c) Platform Functionality:

• Technical issues affecting user experience
• Feature malfunctions or accessibility problems
• Payment or transaction-related issues
• Privacy settings or data handling concerns
• Terms of service interpretation disputes

3.2 Grievance Submission Methods

a) Primary Channel - Email:

• Email Address: info@nyburs.com
• Include: User ID, detailed complaint, supporting evidence
• Attachments: Screenshots, documents, or relevant proof

b) In-App Reporting:

• Use built-in reporting tools for immediate content flagging
• Select appropriate violation category
• Provide a detailed explanation of the issue
• Attach relevant screenshots or evidence

3.3 Information Required for Grievance Processing

To ensure efficient processing, please provide:

a) Complainant Information:

• Full name and contact details
• Nyburs user ID or username (if applicable)
• Preferred communication method
• Relationship to the complaint (affected party, representative, etc.)

b) Complaint Details:

• Clear description of the issue or violation
• Date and time of the incident
• Specific content, user, or event involved
• Impact or harm experienced
• Desired resolution or action requested

4. GRIEVANCE PROCESSING TIMELINE

4.1 Statutory Timeline Compliance

In strict adherence to IT Rules 2021:

a) Acknowledgment - Within 24 Hours:

• All grievances will be acknowledged within 24 hours of receipt
• Unique ticket number assigned for tracking
• Confirmation of receipt and preliminary assessment
• Expected timeline for resolution communicated

b) Investigation Period - Up to 15 Days:

• Thorough investigation completed within 15 days
• Complex cases may require full statutory period
• Regular updates provided to complainants
• Extension communicated if additional time needed

4.2 Expedited Processing Categories

Certain grievances receive priority handling:

a) Immediate Action Required (Within 2 Hours):

• Threats of violence or imminent harm
• Child safety concerns
• Terrorist content or extremist material
• Court orders or law enforcement requests
• Platform security breaches

b) Priority Processing (Within 72 Hours):

• Harassment or bullying complaints
• Non-consensual intimate imagery
• Hate speech or discriminatory content
• Impersonation or identity fraud
• Repeated policy violations

5. CONTENT MODERATION FRAMEWORK

5.1 Moderation Standards and Principles

Our content moderation is guided by:

a) Legal Compliance:

• Adherence to Indian laws and constitutional rights
• Respect for freedom of expression within legal bounds
• Protection of public order, morality, and national security
• Compliance with court orders and regulatory directives

b) Community Safety:

• Protection of users from harm, harassment, and exploitation
• Maintenance of respectful and inclusive environment
• Prevention of misinformation and harmful content
• Support for vulnerable community members

5.2 Content Categories and Actions

a) Prohibited Content - Immediate Removal:

• Unlawful content as defined by Indian law
• Child sexual abuse material
• Non-consensual intimate imagery
• Terrorist or extremist content
• Hate speech promoting violence
• Content infringing intellectual property rights
• Doxxing or sharing private information without consent

b) Restricted Content - Warning/Removal:

• Adult content not properly labeled
• Graphic violence or disturbing imagery
• Misinformation with potential for harm
• Harassment or bullying behavior
• Spam or manipulative content
• Content violating community guidelines

6. ENFORCEMENT ACTIONS AND PENALTIES

6.1 Progressive Enforcement Approach

We employ a graduated enforcement system:

a) Educational Measures:

• Warning notifications with policy guidance
• Mandatory review of community guidelines
• Educational content about policy violations
• Voluntary content modification opportunities

b) Restrictive Measures:

• Content removal or restriction
• Temporary feature limitations
• Account suspension (temporary)
• Shadow-banning for repeated violations
• Requirement for additional verification

c) Terminal Measures:

• Permanent account termination
• IP address blocking
• Device-based restrictions
• Legal action for serious violations
• Law enforcement referral

7. APPEALS AND REVIEW PROCESS

7.1 Right to Appeal

Users have the right to appeal:

• Content removal decisions
• Account suspension or termination
• Policy interpretation disputes
• Enforcement action severity
• Grievance resolution outcomes

7.2 Appeal Submission Process

a) Timeline for Appeals:

• Appeals must be submitted within 30 days of the original decision
• Extension may be granted for exceptional circumstances
• Late appeals are considered only for serious errors or new evidence

b) Appeal Requirements:

• Clear statement of the grounds for appeal
• Specific reference to the original decision
• Additional evidence or context not previously considered
• Desired outcome or relief sought

8. TRANSPARENCY AND ACCOUNTABILITY

8.1 Transparency Reports

We publish regular transparency reports, including:

a) Statistical Information:

• Number of grievances received and resolved
• Content removal and account action statistics
• Response time metrics and performance indicators
• Trends and patterns in violations and complaints

9. DATA PROTECTION AND PRIVACY

9.1 Grievance Data Handling

All grievance-related data is handled with strict confidentiality:

a) Data Collection:

• Only the necessary information is collected for grievance resolution
• Explicit consent obtained for additional data processing
• Secure storage and transmission protocols
• Regular data minimization and deletion reviews

10. CONTINUOUS IMPROVEMENT

10.1 Process Enhancement

We continuously improve our processes through:

a) Regular Review:

• Quarterly assessment of grievance handling performance
• Annual comprehensive policy review
• Continuous monitoring of legal and regulatory changes
• User feedback integration and implementation

11. CONTACT INFORMATION AND OFFICE HOURS

11.1 Grievance Officer Contact

Primary Contact:
Name: Vishal Chaudhary
Designation: Director
Email: info@nyburs.com
Office Address: HD-101, WeWork Salarpuria Symbiosis, Arekere Village, Begur Hobli, Bannerghatta Road, Kothanur, Bangalore, Karnataka, India - 560077

11.2 Operating Hours and Response Times

Office Hours: Monday to Friday, 10:00 AM to 6:00 PM IST
Email Response: 24-hour acknowledgment guaranteed
Emergency Response: Available 24/7 for critical safety issues
Holiday Schedule: Indian national holidays observed; emergency contact available

12. LEGAL FRAMEWORK AND GOVERNING LAW

12.1 Applicable Laws

This Policy operates under:

• Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• Information Technology Act, 2000
• Digital Personal Data Protection Act, 2023
• Indian Penal Code, 1860
• Code of Criminal Procedure, 1973
• Constitution of India and fundamental rights provisions

12.2 Jurisdiction

All matters related to this Policy are subject to:

• Exclusive jurisdiction of courts in Bangalore, Karnataka, India
• Indian law, without regard to conflict of law principles
• Regulatory oversight by the appropriate Indian authorities
• Compliance with orders of competent Indian courts and tribunals

This Policy is effective from 21-April-2025 and supersedes all previous grievance handling policies. For questions about this Policy, please contact our Grievance Officer.