In short
- Every complaint is acknowledged within 24 hours, with a reference number.
- Intimate or impersonating content reported by the person shown is removed within 2 hours.
- Court orders and notices from authorised officers are acted on within 3 hours.
- Other removal requests are decided within 36 hours, and all other complaints resolved within 7 days.
- You can appeal to the Grievance Appellate Committee within 30 days of our decision.
MatruOS hosts stores, websites, posts and other content for businesses. This page explains how to complain about that content, or about how MatruOS handles your personal data, and how fast we act. It is published under rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, as amended, and section 8(10) of the Digital Personal Data Protection Act 2023.
Grievance Officer
- Name
- Dr. Mahipatsinh Sagar, with the Consulting team, Code Colonies Private Limited
- consulting@codecolonies.com
- Address
- Code Colonies Private Limited, 12th Floor, Office 1216 and 1217, i-Square, Science City Road, Sola, Ahmedabad 380063, Gujarat, India
- Registration
- CIN U62091GJ2023PTC140196 · GSTIN 24AAKCC9592Q1ZO · Udyam UDYAM-GJ-01-0264196
Complaints can be written in English or any language listed in the Eighth Schedule of the Constitution.
How to complain
- About content on a page hosted on MatruOS
- (a store, website, product, post, status or short link): use "Report this page" at the foot of the page, or email the Grievance Officer with the page's link and what is wrong with it.
- About a business's use of your personal data
- contact that business first, through its privacy centre (linked from its website or invoices). The business decides how your data is used, and its privacy centre tracks your request.
- About MatruOS's own handling of your data, or about MatruOS's service
- email the Grievance Officer, or use Help in the app if you have an account.
Please include your name, a way to reach you, the link or details of what you are complaining about, and why. You do not need to give your name to report illegal content, but without it we cannot tell you the outcome.
How fast we act
| Complaint | What we do |
|---|---|
| Any complaint | Acknowledge it within 24 hours, with a reference number |
| Content that shows a person in a sexual act or nude, partly nude or morphed, or impersonates them, including AI-made images, reported by that person or someone on their behalf | Remove or disable access within 2 hours |
| An order from a court, or a notice from an authorised government officer | Remove or disable access within 3 hours |
| Other requests to remove content that breaks our Community rules or the law | Decide and act within 36 hours |
| All other complaints | Resolve within 7 days |
These times are as fast as, or faster than, the law requires.
What happens next
- When we remove or hide content, the business that posted it is told why, unless an order forbids it, and can ask us to review the decision.
- We keep a record of removed content and of the complaint for at least 180 days, or longer if an investigation or court requires.
- If you are not satisfied with our decision, you can appeal to the Grievance Appellate Committee set up by the Government of India within 30 days of our decision (rule 3A of the IT Rules).
- For complaints about personal data, you can go to the Data Protection Board of India after you have used this process.
Lawful requests for data
Police, courts and government bodies can send orders to the Grievance Officer. We accept only written orders with a legal basis, and we follow the process in our Data processing addendum, section 8.