This Grievance Redressal Policy (“Policy”) outlines the structure, responsibilities, and procedures adopted by Codoser.com (“Codoser,” “we,” “our,” “us”) for receiving, investigating, resolving, and tracking grievances from users and stakeholders.
Codoser is committed to providing a transparent, accountable, and efficient grievance redressal mechanism to address complaints from authors, buyers, affiliates, partners, and members of the public. This Policy complies with:
By using the platform, users acknowledge and agree to follow the grievance procedures detailed below.
1. Scope of the Policy
1.1 This Policy applies to all complaints and grievances arising out of:
2. Policy Objectives
2.1 The key objectives of this Policy are to:
3. Principles of Grievance Redressal
3.1 Codoser’s grievance mechanism is based on the following principles:
4. Types of Grievances Covered
4.1 Grievances may include but are not limited to:
5. Exclusions
5.1 The following are not treated as grievances under this Policy:
6. Grievance Redressal Officer (GRO)
6.1 Codoser appoints a Grievance Redressal Officer in compliance with Indian IT Rules 2021.
6.2 The GRO is responsible for receiving, acknowledging, and resolving grievances within prescribed timelines.
6.3 The GRO acts as the primary escalation point for unresolved complaints.
7. Contact Channels for Grievances
7.1 Users may submit grievances through:
8. Language of Complaints
8.1 Grievances may be submitted in English or Hindi.
8.2 Where possible, Codoser may assist users in other languages through translation support.
9. Acknowledgment of Grievances
9.1 All grievances will be acknowledged within 24–48 hours of receipt.
9.2 Acknowledgment will include a unique grievance reference number and estimated timeline for resolution.
10. Grievance Tracking
10.1 Users will receive a unique tracking ID for each grievance.
10.2 This ID can be used to monitor progress via email updates or the grievance portal.
11. Timeline for Resolution
11.1 Codoser aims to resolve grievances within:
12. Categorization of Grievances
12.1 Grievances are categorized upon receipt for efficient handling:
13. Escalation Matrix
13.1 If users are dissatisfied with the initial resolution, they may escalate the grievance to higher levels:
14. Documentation and Recordkeeping
14.1 All grievances, communications, and actions taken are documented and stored securely.
14.2 Records are retained for at least 5 years, or longer if required by law.
15. Investigation Procedures
15.1 Each grievance is reviewed impartially.
15.2 Investigations may involve:
16. Communication During Resolution
16.1 Users receive updates at key stages: acknowledgment, investigation, decision, and closure.
16.2 Communication is made via email, dashboard notifications, or formal letters for legal matters.
17. Confidentiality
17.1 All grievances are handled with confidentiality.
17.2 Personal data collected during grievance handling is processed per the Privacy Policy and applicable data protection laws.
18. No Retaliation
18.1 Codoser prohibits retaliation against users who file grievances in good faith.
18.2 Retaliatory behavior by authors, buyers, or staff will result in disciplinary or legal action.
19. Grievances Involving Authors
19.1 Buyer complaints against authors (e.g., product quality, non-delivery, misrepresentation) are investigated with both parties’ input.
19.2 Authors must respond promptly to grievance queries or risk penalties, refunds, or account action.
20. Grievances Involving Buyers
20.1 Authors may file grievances regarding buyer misconduct (e.g., fraudulent chargebacks, license misuse).
20.2 Investigations follow similar impartial procedures.
21. IP and Legal Grievances
21.1 IP grievances (e.g., copyright, trademark, DMCA) follow the procedures in the Intellectual Property / DMCA Policy.
21.2 Legal notices are reviewed by the legal team and may trigger takedown or counter-notice procedures.
22. Payment-Related Grievances
22.1 Payment grievances (e.g., failed transactions, delays in payouts, double charges) are prioritized.
22.2 Resolutions may involve coordination with payment processors, banks, or third-party gateways.
23. Abuse and Harassment Complaints
23.1 Complaints involving abusive behavior, threats, or harassment are treated seriously.
23.2 Depending on severity, actions may include warnings, account suspension, or legal escalation.
24. Technical Issue Grievances
24.1 Users facing technical issues (e.g., access problems, download failures) may file grievances.
24.2 These are routed to the technical support team for prompt resolution.
25. Language and Accessibility Support
25.1 Codoser strives to make the grievance process accessible to users with disabilities or language barriers.
25.2 Reasonable accommodations are provided where possible.
26. Regulatory Compliance (India)
26.1 This Policy complies with Rule 3(2) of the Indian IT Rules, 2021, which mandates grievance acknowledgment within 24 hours and resolution within 15 days.
26.2 The appointed Grievance Officer details are published on the website.
27. International Consumer Protection Compliance
27.1 For users in other jurisdictions, Codoser aligns with applicable consumer protection laws (e.g., EU Consumer Rights Directive, U.S. FTC guidelines).
27.2 Resolution timelines may vary depending on legal requirements.
28. Public Grievances and Notices
28.1 Regulatory bodies, IP owners, or members of the public may file legal or policy-related grievances through official channels.
28.2 These are prioritized according to legal significance.
29. Multiple Complaints Handling
29.1 If multiple grievances arise from the same issue (e.g., widespread outage), Codoser may issue a collective response to affected users.
29.2 Individual tracking IDs are still maintained.
30. Dispute Resolution Integration
30.1 Grievances may transition to formal dispute resolution if not resolved amicably.
30.2 This follows the Dispute Resolution Policy of Codoser.
31. Appeals Mechanism
31.1 If a user is not satisfied with the outcome of a grievance, they may appeal the decision within 15 days of receiving the resolution.
31.2 Appeals must be submitted in writing, stating clear reasons for disagreement and any additional evidence.
31.3 Appeals are reviewed by a senior officer or legal team separate from the original grievance handler to ensure impartiality.
32. Final Resolution Authority
32.1 The decision on appeals made by the senior grievance committee or legal team is final and binding within the platform’s internal framework.
32.2 Users retain the right to pursue external legal remedies if they are dissatisfied with the final internal decision.
33. Urgent Grievances
33.1 Certain grievances may be classified as urgent, including:
34. Law Enforcement Requests
34.1 Grievances or notices received from law enforcement agencies are escalated immediately to the Legal & Compliance team.
34.2 Responses are handled in accordance with applicable laws, ensuring timely and lawful cooperation.
35. Grievances Requiring Legal Intervention
35.1 Some grievances (e.g., complex IP disputes, contractual breaches) may require formal legal intervention or court proceedings.
35.2 Codoser may suspend involved content, accounts, or transactions until the legal process concludes.
36. External Dispute Resolution Bodies
36.1 In jurisdictions where consumer disputes may be escalated to ombudsman or regulatory bodies, users may be informed of such options.
36.2 Codoser cooperates with recognized ADR (Alternative Dispute Resolution) and ODR (Online Dispute Resolution) mechanisms where applicable.
37. Protection Against Abuse of Grievance Mechanism
37.1 Codoser reserves the right to take action against users who abuse the grievance system through:
38. Anonymous or Whistleblower Complaints
38.1 Codoser allows submission of anonymous or whistleblower grievances in cases involving fraud, corruption, or legal violations.
38.2 While anonymity may limit investigative depth, serious allegations will still be reviewed confidentially by compliance teams.
39. Escalation to Regulatory Bodies (India)
39.1 If a grievance is not resolved satisfactorily through the platform, users in India may escalate the issue to:
40. Escalation to International Regulators
40.1 Users in other jurisdictions may escalate unresolved grievances to relevant consumer protection authorities, data protection regulators (e.g., GDPR supervisory authorities), or ombudsmen.
40.2 Codoser cooperates with legitimate regulatory bodies according to applicable laws.
41. Communication Standards
41.1 All grievance-related communications must be clear, respectful, and factual.
41.2 Abusive or threatening language may lead to the complaint being flagged and investigated for misconduct.
42. Multi-Channel Integration
42.1 Grievance submission and tracking are integrated across multiple channels (web, email, dashboard) to provide flexibility.
42.2 All channels feed into a central grievance management system for proper logging and monitoring.
43. Technology and Automation
43.1 Codoser uses a centralized grievance management system with automation to:
44. Metrics and Performance Monitoring
44.1 Codoser regularly monitors grievance metrics, including:
45. Transparency Reports
45.1 Periodically, Codoser may publish transparency reports summarizing grievance handling statistics, such as volume, types, and resolution rates.
45.2 These reports do not disclose personal data but enhance accountability.
46. Language and Accessibility
46.1 Efforts are made to provide grievance redressal support in multiple languages and to users with disabilities.
46.2 Alternate formats (e.g., voice support, screen-reader accessible forms) may be provided where feasible.
47. Third-Party Vendor Involvement
47.1 In some cases, third-party service providers (e.g., payment gateways, hosting partners) may be involved in grievance resolution.
47.2 Codoser coordinates with these entities to address user issues comprehensively.
48. Confidentiality of Complainants
48.1 Codoser maintains confidentiality of complainant identities, except where disclosure is legally required (e.g., law enforcement investigations).
48.2 Whistleblower identities are protected to the maximum extent permitted by law.
49. Protection of Personal Data
49.1 All personal data collected during grievance handling is processed in compliance with:
50. Continuous Improvement
50.1 Codoser continuously reviews and improves its grievance handling procedures to enhance efficiency, fairness, and user satisfaction.
50.2 Feedback from resolved grievances may inform future policy or system updates.
51. Integration with Legal Compliance Programs
51.1 Grievance handling integrates with Codoser’s broader compliance framework, including IP, AML/KYC, and Dispute Resolution policies.
51.2 This ensures holistic legal and operational alignment.
52. Training of Grievance Personnel
52.1 Grievance officers and support staff receive regular training on:
53. Accountability of Grievance Officers
53.1 The performance of grievance officers is periodically reviewed based on responsiveness, resolution quality, and compliance with timelines.
53.2 Repeated non-performance may lead to retraining or reassignment.
54. Policy Accessibility
54.1 This Grievance Redressal Policy is published publicly on the Codoser website and is easily accessible to all users.
54.2 It is written in clear, understandable language for transparency.
55. Policy Review and Legal Updates
55.1 This Policy is periodically reviewed to align with changes in laws, regulations, and international consumer protection frameworks.
55.2 Updates may occur without prior notice, and users are responsible for reviewing the latest version.
56. Non-Waiver
56.1 Failure by Codoser to enforce any provision of this Policy shall not be construed as a waiver of its rights to enforce the same or any other provision in the future.
57. Severability
57.1 If any provision of this Policy is found invalid or unenforceable by a court of law, the remaining provisions shall continue in full force and effect.
57.2 Invalid provisions will be replaced by legally valid terms closest in intent.
58. Governing Law and Jurisdiction
58.1 This Policy is governed by Indian law, including the IT Rules, 2021, and relevant international consumer protection laws.
58.2 Jurisdiction follows the Terms of Use and applicable dispute resolution frameworks.
59. Policy Modifications
59.1 Codoser may modify or update this Policy at any time to reflect legal changes, business operations, or best practices.
59.2 Updated versions are published on the platform, and users are responsible for reviewing them periodically.
60. User Acknowledgment
60.1 By using Codoser, users acknowledge that they have read, understood, and agreed to this Grievance Redressal Policy.
60.2 Compliance with this Policy is a condition of continued use of the platform for all users, including authors, buyers, and affiliates.
