Grievance redressal

Why this page exists

Two Indian regimes require a platform like PrakWay to publish a named human being. The Digital Personal Data Protection Act 2023 requires a point of contact for data grievances. The Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021 require a Grievance Officer for complaints about content.

One named officer covers both. Publishing a role inbox with nobody behind it satisfies neither, so what follows is a person rather than a department.

Grievance Officer

These fields must be completed before PrakWay accepts payments or goes live. They are left visibly blank on purpose: a plausible-looking placeholder is the kind of thing that survives a launch unnoticed, and an empty one is not.

The officer is a named individual at the registered office, reachable by email and by telephone during the hours below.

What to bring here

The officer handles all of the following. You do not have to work out which law your complaint falls under.

• A data request — an export or a deletion — that we did not complete, or completed wrongly.
• Personal data we hold that is wrong, out of date, or attributed to the wrong person.
• Content on the platform that is abusive, defamatory, impersonates someone, or discloses private information about a person.
• A salary report or interview experience you believe is false, or that was posted about you.
• A job posting that asks a candidate for money, that discriminates, or that advertises a role that does not exist.
• An employer using your application data for something other than the role you applied to.
• A refund we did not issue within the times published in the refunds and cancellation policy.
• Anything in the urgent category described below, which we act on within twenty-four hours.

How to raise it

Email the officer at the address above. There is no form to fill in, but a complaint we can act on without writing back to you contains all of the following.

• The email address or phone number on your PrakWay account.
• What happened, and the date it happened.
• A link to the profile, posting, message or report you are complaining about, or a screenshot if the content has since been removed.
• What you want done: corrected, removed, exported, refunded, or explained.
• If you are complaining on behalf of someone else, who they are and in what capacity you act for them.

What we commit to

These are the outer limits, not the target. Most complaints are answered well inside them.

• Acknowledgement within twenty-four hours of receiving the complaint, as the IT Rules 2021 require.
• Resolution within fifteen days of acknowledgement, with the reasons for the decision in writing.
• Data grievances under the DPDP Act answered within thirty days at the outside, and usually within the fifteen above.
• Content that is a non-consensual intimate image, or that sexually exploits a child, removed within twenty-four hours of a valid report and reported onward as the law requires.
• A takedown ordered by a court or an authorised government agency actioned within the period that order specifies.

What we record

Every complaint about content becomes a report on our side with a status, and every decision taken on it is written to a moderation log with the action and the reason.

That exists so a decision can be explained afterwards — to you, to the person on the other side of it, or to a regulator asking why one posting was removed and another was not.

If you are not satisfied

If the officer does not answer within the times above, or you disagree with the decision, you may complain to the Data Protection Board of India under the Digital Personal Data Protection Act 2023 for a data grievance.

For other complaints you keep every right you already have: a consumer forum where you live, the National Cyber Crime Reporting Portal for fraud, and the police for a criminal matter. Nothing on this page takes any of those away, and you do not have to exhaust our process before using them.

A note on the officers we do not have

The IT Rules 2021 require a significant social media intermediary — broadly, one with more than fifty lakh registered users — to appoint three separate officers: a Chief Compliance Officer, a nodal contact person available around the clock, and a Resident Grievance Officer.

PrakWay is below that threshold and appoints one Grievance Officer. If we cross it, we will appoint all three and publish them here before we are required to.