Grievance Redressal

Effective 8 October 2026 · Version 1.0

How to raise a complaint with Indo Mail, our Grievance Officer's details, the time limits we follow under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023, and how to appeal.

1. Grievance Officer

Detail	Information
Name	Salena
Email	grievance@indoemail.in
Address	INDO CHATS PRIVATE LIMITED, 168, GT Rd, near Aloka Cinema, Shibpur, Howrah, West Bengal 711102, India
Working hours	Complaints are received 24×7; the office answers Monday to Saturday, 10 am to 6 pm India time

2. What you can complain about

Content or an account on Indo Mail that you believe is unlawful or harmful.
How we handled your personal data, or a request about your data rights.
A decision to suspend your account or remove your content.
Billing, refunds and the quality of service.

3. How to complain

Write to grievance@indoemail.in from any email address, or open a case in the Support Center, where Lily records it and gives you a reference number (IMS-…). Include your Indo Mail address, what happened, links or copies of the messages involved, and what you want us to do.

4. Time limits

Step	Time
Acknowledgement	Within 24 hours
Resolution of most complaints	Within 7 days, and never later than 15 days
Content showing a person's private area, nudity or sexual act, or impersonation in such content	Removed or disabled within 24 hours of the complaint
Child sexual abuse material	Removed at once and reported to the authorities

5. Appeals

If you are not satisfied with the Grievance Officer's decision, you can appeal to the Grievance Appellate Committee set up by the Government of India within 30 days. For complaints about personal data, you can also go to the Data Protection Board of India.

6. Other contacts

Appeals against account decisions: appeal@indoemail.in · Privacy: privacy@indoemail.in · Security issues: security@indoemail.in · Legal and copyright: legal@indoemail.in.