Legal
Grievance officer
This is a draft that a lawyer is still reviewing. It may change before Mementa launches.
If support hasn't solved a problem, or you want to complain about your personal data or about content on Mementa, write to our grievance officer.
On this page 6 sections
In short
- Write to the grievance officer at grievance@yourdomain.com.
- We acknowledge every complaint within 24 hours and resolve it within 7 days.
- If you are not satisfied with the outcome, you can take it further (see the last section).
Contact details
- Name
- [Grievance officer name]
- Designation
- Grievance Officer
- grievance@yourdomain.com
- Phone
- +91 00000 00000
- Post
- [Registered business name], [Street address], [City], [State] [PIN code], India
What you can raise
- A problem with your account, your plan or a payment that our support team hasn't solved.
- How we handle your personal data, or a request to use your rights under the DPDP Act.
- Content shared through Mementa, such as a share link, that you believe is unlawful or breaks our Terms of service.
- Any other complaint about Mementa as a service.
How to raise a complaint
Email the grievance officer or write to the postal address above. Please include:
- your name, and the email address you use for Mementa if you have an account;
- what happened, with dates;
- any links, screenshots or payment references that help;
- what you would like us to do.
To ask us to remove content, include the share link, or describe where you saw it, and explain why it should be removed. Before we act on a request about an account, we may ask you to confirm that it is yours.
How quickly we respond
- We acknowledge your complaint within 24 hours, with a reference number and a copy of the complaint as we recorded it.
- We resolve it within 7 days, and tell you what we did and why.
These time limits follow rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
Urgent: content that shows you
If content on Mementa shows you, or someone you act for, naked or in a sexual act, or is a fake or morphed image that impersonates you, put "Urgent" in the subject of your email. We handle these complaints first and remove or block the content as fast as the IT Rules require.
You can also report it to the police through the National Cyber Crime Reporting Portal at cybercrime.gov.in, or by calling the cyber crime helpline on 1930.
If you are not satisfied
- Decisions about content or your account: you can appeal to the Grievance Appellate Committee at gac.gov.in within 30 days of our decision.
- Your personal data: after using this process, you can complain to the Data Protection Board of India.
- Consumer complaints: contact the National Consumer Helpline on 1915 or 1800-11-4000, or at consumerhelpline.gov.in, or file a complaint with the consumer commission where you live.