How we handle grievances
In accordance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023 (DPDP), CodeBitel® has established a structured Grievance Redressal Mechanism for addressing complaints regarding platform abuse, personal data rights, intellectual property violations, or content hosted on the websites, web applications, and digital services we build and operate for clients.
This page sets out who receives your grievance, what falls within scope, what you must include when you write to us, and the statutory timelines we hold ourselves to.
01Designated Statutory Grievance Officer
The details of the designated Grievance Officer appointed by CodeBitel® are set forth below:
Grievance Officer Contact Details
For all statutory complaints, data rights requests, and takedown notices:
Lead Compliance & Grievance Redressal Officer
CodeBitel®
Ganesh Vihar, Lane Number 1, Nathuawala,
Dehradun, Uttarakhand, India – 248001
Statutory Resolution Timelines: Initial ticket acknowledgement within 24 to 48 hours; complete dispute resolution within 15 to 30 calendar days.
02Scope of Grievances Handled by CodeBitel®
As a technology service provider, CodeBitel® processes grievances falling under the following statutory categories:
| Category | Description | Target SLA |
|---|---|---|
| Client Site / Service Fraud or Unlawful Conduct | Reports of websites, web applications, or hosted services engaging in deceptive practices, phishing, selling banned goods, or violating our Acceptable Use Policy. | Acknowledgement: 24h Action: 48–72h |
| Personal Data Rights (DPDPA 2023) | Data Principal requests for data access, correction, erasure, or reporting unauthorized processing of digital personal data. | Acknowledgement: 48h Resolution: ≤ 30 Days |
| Intellectual Property / Copyright Infringement | Formal copyright or trademark infringement takedown requests submitted by verified trademark/copyright owners. | Acknowledgement: 24h Takedown: ≤ 36 Hours |
| Platform Security & Cyber Threats | Reports of unauthorized access, security vulnerabilities, automated spam, or server abuse. | Acknowledgement: 24h Remediation: Immediate |
03Important Notice to Purchasers & Service Buyers
Please Note
CodeBitel® is a software and services provider — we design, develop, host, and maintain websites, web applications, and SaaS products. We do not ourselves sell, ship, or process returns for physical products, nor do we act as a seller for goods or services offered by third parties through client-owned storefronts or marketplaces. If your dispute relates to delivery delays, product returns, or warranty claims for goods or services purchased from a third-party seller, you must first contact that seller directly using the contact information provided on their website and order receipt. If the seller engages in fraud or fails to respond, you may submit a fraud complaint to our Abuse Desk at [email protected] for review of the hosted service.
04How to Submit a Formal Grievance
To ensure prompt and legally compliant investigation, all grievance submissions sent to [email protected] must include the following details:
- Complainant Information: Full legal name, contact email address, and phone number.
- Service Details: Exact URL of the website, web application, page, or hosted service concerned.
- Nature of Grievance: Detailed description of the violation, fraud, IP infringement, or data protection concern.
- Supporting Evidence: Invoice, engagement or order confirmation reference, payment proof, or proof of intellectual property ownership.
- Declaration: A statement that the information provided is accurate and submitted in good faith.
We acknowledge every ticket within 24 to 48 hours and aim to resolve the matter completely within 15 to 30 calendar days of receipt.
CodeBitel®
Registered MSME UDYAM-UK-05-0032828 · GSTIN: 05EUXPP2899R2ZZ