Grievance redressal
Last updated 13 November 2026 · Version 2026-11-06
1. Grievance Officer
In accordance with the Information Technology Act, 2000 and the rules made under it, and the Digital Personal Data Protection Act, 2023, the Grievance Officer for Prastavone is:
Kinjal Jay Joshi
Grievance Officer, Bildara
Ahmedabad, Gujarat, India
jay.joshi@bildara.in
Working days: Monday–Friday, 10:00–18:00 IST
2. How to raise a grievance
- E-mail the Grievance Officer at jay.joshi@bildara.in, or use our contact form, or, when signed in, Help & support in the app.
- Include your name, e-mail address, company (if any), a clear description of the complaint, the dates involved, and any links, screenshots or payment references.
- For personal-data requests, say which right you are using (access, correction, completion, erasure, withdrawal of consent or nomination). We may ask you to confirm your identity before acting.
3. What happens next
| Step | Time limit |
|---|---|
| We acknowledge your grievance, with a reference number | Within 24 hours |
| Complaints about unlawful or harmful content hosted on Prastavone | Acted on within the time limits of the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 |
| Requests about your personal data under the DPDP Act, 2023 | Answered within the period set by the Act and its rules, and in any case within 15 days |
| All other grievances (billing, access, service) | Resolved within 15 days; if it needs longer, we tell you why and when |
4. Escalation
- Level 1 — Support: most questions are solved through Help & support or jay.joshi@bildara.in.
- Level 2 — Grievance Officer: if you are not satisfied with the answer, write to the Grievance Officer named above with your reference number. The Grievance Officer reviews the decision personally and replies within 15 days.
- Level 3 — Outside bodies: if the grievance is still not resolved, you may complain to the Data Protection Board of India (for personal data, after using this process, as the DPDP Act requires), or approach any other competent authority or court. Disputes under our Terms of service are handled as set out there.
5. Records and fairness
We keep a record of every grievance and our response. Raising a grievance never affects your account, and we do not ask for payment to handle it.