Grievance Redressal

In accordance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023, Cittrabha has appointed a Grievance Officer to address your complaints.

1. Grievance Officer

• Name: [PLACEHOLDER: Officer Name]
• Designation: Grievance Officer
• Email: grievance@[PLACEHOLDER: domain]
• Phone: [PLACEHOLDER: +91 ...] (working days, 10:00 – 18:00 IST)
• Address: [PLACEHOLDER: Legal Entity Name], [PLACEHOLDER: Registered Address], India

2. What you can report

• Order, refund, or delivery issues.
• Food safety or hygiene concerns about a listed item.
• Unlawful, infringing, or harmful content on the Platform.
• Personal data requests under the DPDP Act, 2023.
• Reports under Rule 3(2)(b) of the IT Rules, 2021 (intimate imagery, impersonation, etc.).

3. How to file a complaint

1. Email the Grievance Officer at the address above.
2. Include: your name, registered email, order ID (if applicable), a clear description of the issue, and any supporting evidence (screenshots, photos).

4. Response timelines

• Acknowledgement within 24 hours of receipt of the complaint.
• Resolution within 15 days, as required under the IT Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020.
• Content takedown for matters under Rule 3(2)(b) of the IT Rules, 2021 within 24 hours.

5. Escalation

If you are not satisfied with the resolution, you may escalate to:

• The National Consumer Helpline: 1915 or consumerhelpline.gov.in
• The Grievance Appellate Committee constituted under Rule 3A of the IT Rules, 2021.
• The jurisdictional Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.