DRAFT — not legal advice, not reviewed by counsel, not in force.

Grievance officer

A draft of rumo's grievance process and the statutory clocks attached to it.
The officer has not been appointed.
It has not been reviewed by counsel and it is not in force.

The officer

India’s intermediary rules require rumo to publish the name and contact details of a grievance officer — a named individual, resident in India — in the app and on this website.
This obligation binds from the first user.
It is not a threshold that large platforms cross; it applies to rumo with nobody signed up at all.

Nobody holds this role today, and this page will not pretend otherwise. Until it is filled, write to hello@rumo.live — that address is read by the people building rumo, and it is a general door, not a statutory one.

The two clocks, and why they are two

A grievance runs against two independent timers, not one:

• Acknowledgement — 24 hours. Confirmation that the grievance has been received and is in the queue.
  This may legitimately be automatic.
• Resolution — 15 days. A decision, taken by a person, from the graduated ladder on the community guidelines page.
  This cannot be automated and is not.

They are counted separately in the system, on purpose.
A single timer would let a fast acknowledgement disguise a slow decision, or a slow acknowledgement hide inside a resolution that landed on day fourteen.

The clock on any item is derived by the server from the reason given, and it is not something the person raising it can set.
That is a property of how the queue is built, not a promise about how it is operated.

Faster clocks, for specific harms

Reports naming those harms are escalated ahead of the general queue.
That lane is the only path that meets twenty-four hours, so it is not a nice-to-have.

A letter is not legal process. A complaint from a business that dislikes a story about it goes into the ordinary queue and is decided on policy.
The 36-hour clock starts on a court order or an authorised government notification, and on nothing else.

How to raise a grievance

Reporting from inside the app is the fastest route, because it attaches the story, update or media you are reporting and the reason you chose.
If you cannot use it, write to the address above with:

• your name, and how to reach you;
• a link to the story or update, or enough detail to find it;
• what the problem is, in your own words — and which of the report reasons it is closest to;
• if you are the person named or the place named, say so — it changes which lane the item goes into;
• anything supporting it.

You will be told which lane your grievance is in, and when a decision is due.

Appealing a decision

If you are not satisfied with the grievance officer’s decision, you can appeal it outside rumo.
Under the 2022 amendment to India’s intermediary rules, you may appeal to a Grievance Appellate Committee within 30 days of receiving the decision. rumo is required to comply with a Committee order.

This route is stated in every grievance response rumo sends, not only here — a right you only find out about by reading a website is not a route anybody takes.

Nothing about this route removes any other remedy you have.
You are free to go to a court instead of, or as well as, appealing.

Government and law-enforcement requests

A lawful information request from an authorised government agency is answered within 72 hours.
There is one intake for both countries rumo operates in, one named owner, and a log recording what was asked, by whom, under what authority, what was produced and who approved it.

Legal process in the United States

Subpoenas, court orders, warrants and preservation demands from the United States go to a separate published contact, and a validity check happens before anything is disclosed.

Requests are acknowledged within three business days and a return date is never allowed to pass unanswered.
Only the fields actually demanded are produced. The user whose records are demanded is told first, by default, and given ten business days or until the return date, whichever is sooner, so they can move to quash — unless a court order under confidentiality, or a valid non-disclosure provision, bars it, and that bar is recorded.

Copyright complaints do not come here.
They have their own named agent and their own process, on the copyright page.