Compliance with:
- Indian Information Technology Act, 2000 (Section 79)
- Information Technology (Intermediaries Guidelines) Rules, 2021
- Consumer Protection Act, 2019
- Digital Personal Data Protection Act, 2023
1. Introduction
Med97 Inc ("Company") has established a formal grievance redressal mechanism to address complaints and disputes from users of SocialMdAI in compliance with Indian law and international standards.
This process applies to:
- Technical issues and service failures
- Billing and refund disputes
- Content moderation and removal appeals
- Account suspension or termination
- Privacy and data protection issues
- Any other grievance related to SocialMdAI
2. Designated Grievance Officer
Officer Details
- Name: Sathish
- Position: Senior Operations & Grievance Officer
- Email: hello@med97.com
- Phone: +91 7780771768
- Address: 8-43/5/12 Balaji Hills, Hyderabad, Telangana, India
- Office Hours: Monday-Friday, 9 AM to 6 PM IST
- Response Commitment: Within 24 hours of receipt
3. Grievance Filing
3.1 How to File a Grievance
Preferred Method: Email
- Send email to: hello@med97.com
- Subject Line: "GRIEVANCE REPORT - [TYPE]"
- Include all required information
- Acknowledgment sent within 24 hours
3.2 Required Information
Your complaint should include:
- Your full name and email associated with account
- Account ID/username
- Date and time of issue
- Detailed description of problem
- Screenshots or documentation (if applicable)
- What resolution you're seeking
- Any supporting evidence
3.3 Grievance Receipt Acknowledgment
Within 24 hours of receipt, you will receive:
- Acknowledgment email confirming receipt
- Reference number for tracking (GRV-XXXXXXX)
- Timeline for resolution
- Name of assigned officer
- Contact information for updates
4. Grievance Processing Timeline
| Stage | Duration | Description |
|---|
| Receipt & Acknowledgment | 24 hours | Email confirmation sent |
| Initial Investigation | 5 business days | Gather facts and evidence |
| Internal Review | 3 business days | Multiple team members review |
| Resolution Decision | 3 business days | Final decision made |
| Notification | 24 hours | Decision communicated |
| TOTAL | 15 business days | From filing to resolution |
5. Investigation Process
5.1 Investigation Steps
Our team will:
- Verify your account and identity
- Retrieve relevant data and logs
- Investigate the complaint thoroughly
- Review any submitted evidence
- Identify root cause of issue
- Determine if policy violation occurred
- Identify appropriate remedy
5.2 Your Rights During Investigation
- You have right to be heard
- You can provide additional evidence
- You can request status updates
- You can ask questions about process
- You have right to be informed of decision
5.3 Investigation Outcome
Investigation results in one of:
- Upheld - Complaint verified, remedy provided
- Partially Upheld - Some issues verified, partial remedy
- Rejected - Complaint not verified, no remedy
- Pending Further Review - Needs additional investigation
6. Appeal Process
If You Disagree with Decision
Step 1: Request Review
- Email: hello@med97.com
- Subject: "APPEAL - [REFERENCE NUMBER]"
- Timeline: Within 30 days of decision
Step 2: Appeal Details
- Explain why you disagree with decision
- Provide additional evidence if available
- Clearly state requested outcome
Step 3: Independent Review
- Complaint escalated to Senior Management
- Independent review by different team member
- Additional investigation if needed
Step 4: Final Decision
- Communicated within 10 business days
- This is final decision (no further appeals within company)
7. Your Rights Beyond This Process
You retain all rights under law, including:
- Filing complaint with relevant regulatory bodies
- Filing suits in court
- Approaching consumer protection authorities
- Filing complaints with data protection authorities
- Pursuing legal remedies available under law
You may also file complaints with:
- Data Protection Grievance: Data Protection Board (DPDP Act, 2023)
- Consumer Complaints: National Consumer Commission (if ₹1 crore+ damages)
- Consumer Complaints: State Consumer Commission (if ₹1 lakh - ₹1 crore)
- Consumer Complaints: District Consumer Commission (if <₹1 lakh)
- Cybersecurity Concerns: Indian Cyber Crime Coordination Centre (IC3)
8. No Penalty for Filing Grievance
Protection from Retaliation
We will NOT:
- Penalize you for filing legitimate grievance
- Suspend or terminate account for complaints
- Deny services for raising concerns
- Discourage future complaints
- Take any adverse action
Good Faith Standard
- We assume good faith in all complaints
- Even unfounded complaints not penalized
- Honest complaints always welcome
9. Contact Information
For filing grievances or getting updates:
- Email: hello@med97.com
- Phone: +91 7780771768
- Hours: Monday-Friday, 9 AM - 6 PM IST
- Response: Within 24 hours
Mailing Address:
Med97 Inc
8-43/5/12 Balaji Hills
Hyderabad, Telangana
India
10. Jurisdiction & Dispute Resolution
Governing Law
- This process governed by Indian law
- Specifically, laws of Telangana
- IT Act, 2000 applicable
- Consumer Protection Act, 2019 applicable
- DPDP Act, 2023 applicable
Forum Selection
- If lawsuit filed, exclusive jurisdiction: Hyderabad courts
- Telangana state law applied
- Alternative dispute resolution (arbitration) available
- Mediation encouraged before litigation
By using SocialMdAI, you acknowledge that you have read and understood this Grievance Redressal Process.
This process is your primary mechanism for resolving disputes with Med97 Inc.
Your rights under law remain unaffected.