Grievance Redressal Policy

This Grievance Redressal Policy (“Policy”) outlines the framework through which BetBhai Information Hub (“we,” “our,” or “us”) addresses and resolves user complaints, disputes, and queries related to the website https://betbhaiid.com/ (“Website”).

We are committed to maintaining transparency, accountability, and fairness in our interactions with all users (“you,” “your”). This Policy ensures timely and lawful redressal of grievances as per applicable Indian regulations, including the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020.

1. Objective

The purpose of this Policy is to establish a clear, accessible, and efficient mechanism for handling user grievances in a structured manner. Our goal is to provide prompt resolution, uphold user rights, and enhance trust in BetBhai Information Hub.

2. Scope

This Policy applies to all users of our Website, including visitors, subscribers, and anyone interacting through contact forms, communication channels, or email. It covers complaints relating to:

Data handling and privacy concerns;
Inaccurate or misleading information on the Website;
Accessibility, usability, or content errors;
Misconduct or non-compliance by our team or affiliates.

3. Grievance Redressal Officer (GRO)

We have appointed a designated Grievance Redressal Officer responsible for addressing and resolving user issues efficiently.

Name: Grievance Redressal Officer – BetBhai Information Hub
Email: support@betbhaiid.com
Response Time: Acknowledgement within 72 hours and resolution within 30 days of complaint receipt.

4. Complaint Submission Process

Users can submit their complaints through the following methods:

By emailing a detailed complaint to support@betbhaiid.com;
Through the Contact Page on our Website;
By WhatsApp (if applicable) through our verified business contact link.

5. Information Required

To process a complaint efficiently, please include the following details in your communication:

Full name and contact details (email, phone number);
Nature and details of the complaint (with supporting evidence, if applicable);
Relevant page URL or reference number (if any);
Preferred mode of response (email or phone).

6. Grievance Handling Procedure

Our grievance handling process follows these steps:

Acknowledgement: Each grievance is acknowledged within 72 hours of receipt.
Investigation: The GRO examines the complaint and may contact you for clarification or supporting documents.
Resolution: A detailed response or corrective action is provided within 30 working days.
Escalation: If the issue is not resolved satisfactorily, it can be escalated to higher management or the regulatory authority as per applicable law.

7. Confidentiality

All grievances and personal details shared during the redressal process are kept strictly confidential and used only for resolving the complaint in compliance with our Privacy Policy and Data Protection Policy.

8. Misuse of Grievance Mechanism

Users are expected to provide truthful and relevant information. Misuse of this grievance system—such as filing false or malicious complaints—may lead to denial of further assistance and appropriate legal action.

9. Reporting Legal or Security Issues

For reporting cyber security threats, data breaches, or legal compliance matters, users may directly contact our Compliance Officer through support@betbhaiid.com. Such cases are handled on priority.

10. Resolution Timelines

We aim to resolve all legitimate grievances within 30 days. Complex cases involving technical or third-party dependencies may take longer but will receive periodic updates until closure.

11. Appeals and Follow-up

If you are dissatisfied with the resolution provided, you may escalate your complaint by replying to the original email thread with the subject line “Appeal Request.” The case will then be reviewed by a senior compliance representative.

12. Compliance and Legal References

This Policy aligns with the following frameworks:

Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021;
Digital Personal Data Protection Act (DPDP), 2023;
Consumer Protection (E-Commerce) Rules, 2020.

13. Policy Updates

We may modify this Policy periodically to comply with updated legal requirements or improve grievance-handling efficiency. All revisions will be documented under our Corrections & Updates Policy.

14. Related Policies

By using this Website, you acknowledge that you have read and understood this Grievance Redressal Policy and agree to follow the procedures outlined herein for submitting any future complaints or disputes.