Grievance Redressal Mechanism

1. Introduction

In compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021,ROILLS Products and Information Services LLP has established this Grievance Redressal Mechanism to address user complaints and grievances related to the NISAVIS platform.

We are committed to resolving all grievances in a fair, transparent, and timely manner while ensuring compliance with Indian consumer protection laws and data privacy regulations.

2. Designated Grievance Officer

As required by IT Rules 2021, we have appointed a designated Grievance Officer to handle user complaints:

3. Types of Grievances We Address

We address complaints related to:

Content Issues

• Inappropriate or harmful content on the platform
• Copyright infringement or intellectual property violations
• Defamatory content or false information
• Spam or unwanted promotional content

Account and Access Issues

• Unauthorized account access or hacking
• Account suspension or termination disputes
• Login difficulties or password reset issues
• Profile information inaccuracies

Payment and Transaction Issues

• Failed or incorrect payment processing
• Unauthorized transactions or chargebacks
• Prize distribution delays or errors
• Refund processing issues

Privacy and Data Protection

• Unauthorized data collection or sharing
• Data breach incidents
• Privacy policy violations
• Right to access/correction/deletion requests

Platform Functionality

• Technical issues or service disruptions
• Tournament management problems
• Chat or communication feature issues
• Mobile app or website performance issues

User Conduct and Harassment

• Harassment or abusive behavior from other users
• Impersonation or fake accounts
• Violation of community guidelines
• Cheating or unfair play reports

Terms of Service Violations

• Disputes regarding platform rules
• Subscription or billing issues
• Feature access or entitlement problems

4. Filing a Grievance

Online Submission (Recommended)

1. Log in to your NISAVIS account
2. Navigate to Help Center or Support section
3. Select "File a Grievance" or "Contact Support"
4. Choose the appropriate grievance category
5. Provide detailed description with supporting evidence
6. Submit the form

Email Submission

Send your complaint to: grievance@nisavis.com

Required Information:

• Your full name and contact details
• NISAVIS username and account ID (if applicable)
• Detailed description of the issue
• Date and time when the issue occurred
• Screenshots, transaction IDs, or other evidence
• Steps you have already taken to resolve the issue
• Desired resolution or outcome

Postal Submission

You may also send a written complaint to our registered address:

ROILLS Products and Information Services LLP
D.No 7-158, Sagarla Pet, Ramalayam Near
Gannavaram, Krishna - 521101
Andhra Pradesh, India
Attn: Grievance Officer

5. Grievance Resolution Process

Stage 1: Acknowledgment (Within 24 hours)

• Receipt of grievance confirmed via email
• Unique grievance reference number assigned
• Initial assessment of the complaint

Stage 2: Investigation (7-14 days)

• Detailed review of the complaint and evidence
• Gathering of additional information if needed
• Consultation with relevant departments
• Technical analysis for platform-related issues

Stage 3: Resolution (Within 30 days)

• Written response with findings and resolution
• Implementation of corrective actions
• Clear explanation of decision and reasoning
• Information about appeal process if applicable

Stage 4: Appeal (Within 15 days)

• If unsatisfied with the resolution
• Appeal to higher management
• Final decision within 15 days of appeal

6. Response Timeframes

7. User Obligations

When filing a grievance, you agree to:

• Provide accurate and complete information
• Cooperate with the investigation process
• Not abuse the grievance redressal mechanism
• Accept the platform's final decision in good faith
• Not engage in frivolous or vexatious complaints

8. Confidentiality and Data Protection

• All grievances are handled with strict confidentiality
• Personal information is protected under our Privacy Policy
• Only authorized personnel have access to complaint details
• Information is used solely for resolution purposes

9. Escalation and External Remedies

If you are not satisfied with our resolution, you may escalate to:

Regulatory Authorities

• Telecom Regulatory Authority of India (TRAI): For digital media and intermediary issues
• Reserve Bank of India (RBI): For payment and banking related complaints
• Consumer Courts: Under Consumer Protection Act, 2019
• Cyber Crime Cells: For criminal matters and data breaches

Legal Recourse

• Civil courts in Krishna District, Andhra Pradesh
• Consumer dispute redressal forums
• Arbitration under the Arbitration and Conciliation Act, 1996

10. Contact Information

Grievance Officer

Balasiva Gandikota
Email: grievance@nisavis.com
Phone: [Contact number to be provided]

General Support

Email: support@nisavis.com
Help Center: [Link to be provided]

Emergency Issues

For urgent security or privacy issues:
Email: emergency@nisavis.com
Phone: [Emergency contact number]

11. Updates to This Policy

This Grievance Redressal Mechanism may be updated to reflect changes in regulations or platform practices. Updates will be posted on this page with the revised effective date.

12. Language

This policy is available in English. For assistance in other languages, please contact our support team.