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Grievance Redressal Policy – Inkpot Publications Pvt. Ltd. / Loksatta Jansatta

1. Purpose

To ensure that any complaints, concerns or grievances from users (website visitors or mobile-app users), employees, contributors, or other stakeholders are addressed promptly, fairly, and transparently.
To provide a clear, structured mechanism for submission, handling, resolution, and escalation of grievances.
To maintain trust, accountability and transparency in our operations and content delivery.

This policy applies to:

Visitors or users of the Loksatta Jansatta website and mobile app.
Employees, freelancers, contributors, writers, editors, partners associated with Inkpot Publications Pvt. Ltd.
Advertisers or third-party service providers engaging with Inkpot Publications Pvt. Ltd.
Any other stakeholder who interacts with or is affected by our operations, content, or business conduct.

Issues concerning content published (errors, factual inaccuracies, offensive content, copyright concerns).
Privacy, data protection, or misuse of personal information concerns.
Advertising or third-party ad issues such as misleading or inappropriate ads.
Technical issues on website or app (broken links, malfunctioning features).
User experience concerns including accessibility or usability issues.
Complaints from employees or contributors regarding workplace practices, remuneration, credits, or editorial fairness.
Payment disputes, contract or agreement issues with partners, freelancers, or advertisers.
Any unethical behavior, harassment, discrimination, or misconduct.

Any user, visitor, employee, contributor, advertiser, partner, or stakeholder may submit a grievance.

Name (optional; anonymous submissions accepted)
Email or alternate contact for follow-up
Date of grievance
Description of grievance / complaint, including relevant details (content link, relevant dates/actions, screenshots if any)
Type of grievance (content, privacy, technical, workplace, etc.)
Desired outcome (what resolution you expect)

Upon receiving a grievance, we will send an acknowledgement email/message within 3 business days.
A preliminary review will be conducted within 7 business days of receipt.
We aim to resolve grievances within 30 calendar days from the date of submission.
If resolution requires more time (for investigations, third-party checks, legal compliance), we will inform the complainant of the delay and expected timeframe.

Grievances will be assessed by a designated Grievance Committee or Officer(s) — e.g. Senior Editorial / Legal / Compliance team.
For content-related grievances: the editorial team will review facts, refer to original sources, consult authors/editors if required, and decide on corrections, retractions, or clarifications.
For privacy or data issues: technical and compliance teams will review logs, consent records, and take corrective action.
For workplace/employee grievances: HR or relevant department will review contracts, correspondence, and internal policies.
For advertiser/third-party related grievances: relevant contracts and third-party policies will be examined.
Maintain documentation of all grievances, investigations, actions taken, and final decisions.

After investigation, we will communicate the outcome to the complainant (if contact provided), summarizing findings and actions taken (e.g., correction, apology, data deletion, feature fix, compensation, policy change).
If the grievance is accepted, we will take necessary corrective measures as soon as possible.
If the grievance is rejected, we will provide a reasoned explanation.
We may implement changes to internal processes, content guidelines, privacy practices, or technical systems as required.

The complainant may request a re-review within 15 calendar days of receiving the decision.
Such re-review will be conducted by a higher authority or head of department/management not involved in the initial decision.
Final decision after re-review will be communicated and considered binding within the organisation.

All grievance submissions and investigations will be treated confidentially.
Complainants will not face retaliation or adverse consequences for raising grievances in good faith.
Only authorized persons will access grievance-related documents.

We will maintain a Grievance Register (electronic or physical) logging: grievance ID, date received, complainant (if consented), type, summary, actions taken, dates, resolution, follow-up.
Quarterly reviews of grievance log will be conducted to identify recurring issues, trends, and to take preventive or corrective actions.
Senior management will periodically review grievance data and update policies/processes as needed.

This Grievance Redressal Policy will be reviewed at least once a year or more often if required by changes in the law, business model, or internal processes.
Any amendments will be published on our website/app with an updated effective date.