Mandatory under Rule 3(11) of the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021. A named Grievance Officer must be appointed before platform launch.
1. Grievance Officer Details
| Name | Sunil Punamchand Anecha |
| Designation | Grievance Officer, Palm Technologies Private Limited (AdBaBa) |
| grievance@adbaba.in | |
| Phone | +91-9422086166 |
| Working Hours | Monday to Friday, 10:00 AM – 6:00 PM IST (excluding public holidays) |
| Response Commitment | Acknowledgement within 24 hours; resolution within 15 days |
The Grievance Officer is personally responsible for acknowledging and resolving complaints in accordance with Rule 3(11) of the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021.
2. Complaint Categories
The following categories of complaints are accepted through the grievance process:
- Content Violation: reports of unlawful, prohibited, or offensive advertisement content on the Platform.
- Payment Disputes: disputes regarding charges, deductions, failed payments, or refund processing.
- Campaign Delivery Failures: campaigns that were paid for but not delivered as confirmed, including SYNC failures beyond the acceptable tolerance.
- Screen Owner Complaints: Screen Owners disputing payout calculations, booking allocations, or Platform decisions affecting their listings.
- Political Campaign Compliance: complaints regarding political advertising compliance, MCC enforcement, or ECI-related matters.
- Data Privacy Complaints: requests to exercise data rights under the DPDP Act 2023, or complaints about data handling practices.
- Account Actions: disputes regarding account suspension, termination, or access restrictions.
3. How to File a Complaint
To file a complaint, send an email to grievance@adbaba.in with the following information:
- Your full name and registered email address on the Platform
- Your booking or account reference number (if applicable)
- A clear description of the complaint and the outcome you are seeking
- Any supporting documents, screenshots, or evidence
- The category of complaint (as listed in Section 2)
Complaints submitted without sufficient identifying information may not be processed. Anonymous complaints may be considered at the Grievance Officer's discretion where the content is specific and verifiable.
4. Resolution Timelines
| Action | Timeline | Legal Basis |
|---|---|---|
| Acknowledgement of complaint | Within 24 hours of receipt | IT Rules 2021 Rule 3(11) |
| Resolution — general complaints | Within 15 days | IT Rules 2021 Rule 3(11) |
| Resolution — data privacy complaints | Within 30 days | DPDP Act 2023 |
| Content removal / takedown | Within 36 hours of valid notice | IT Act 2000 Section 79 |
| Urgent complaints (threat to safety) | Within 24 hours | IT Rules 2021 |
5. Escalation Process
If your complaint is not resolved within the timelines stated above, or if you are dissatisfied with the resolution provided:
- Step 1 — Internal Escalation: email legal@adbaba.in with the original complaint reference and a description of your dissatisfaction. This escalates the matter to AdBaBa's legal team.
- Step 2 — Dispute Resolution: unresolved disputes may be referred to arbitration as described in the Terms and Conditions, Section 14.
- Step 3 — Regulatory Complaint: for data privacy matters, unresolved complaints may be escalated to the Data Protection Board of India once constituted under the DPDP Act 2023.
- Step 4 — Legal Remedies: nothing in this Policy limits your right to approach competent courts in Pune, Maharashtra, or any other forum available to you under Indian law.