Published under Rule 5(9) of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 and Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
Grievance Officer
If something on Sapiomate has harmed you, or a complaint you made was not handled as it should have been, you can take it to the Grievance Officer. Every complaint is acknowledged, given a reference, and decided by a person.
Who to contact
- Grievance Officer
- [Name of the Grievance Officer]
- [email protected]
- Post
- Grievance Officer, Sapiomate
[Registered entity name]
[Registered address]
India - Hours
- Complaints are received at any time. They are read between 10 am and 6 pm India time, Monday to Friday, excluding public holidays.
What to include
So that we can act on a complaint rather than ask for more, please tell us:
- Your name and the email address or mobile number on your Sapiomate account, if you have one.
- What the complaint is about: a profile, a message, a photograph, a pool, or how an earlier report was handled.
- Where it is in the app, and when it happened.
- What you are asking us to do.
- If you are writing on behalf of someone else, who they are and how you are connected to them.
A complaint about content showing you in a private act, in a state of undress, or impersonating you, including an altered image, is handled first. Say so in the subject line.
What happens next
- Within 24 hours
- We acknowledge your complaint and give it a reference number.
- Within 24 hours
- Content that shows a person in a private act or state of undress, or that impersonates a person, including an altered image, is removed or disabled on their complaint or their representative's.
- Within 15 days
- The Grievance Officer decides the complaint and tells you the outcome.
- Every step recorded
- Each action on a complaint is written down with who took it and when, so we can always show what we did.
A decision can mean removing content, warning, suspending or closing an account, or finding that no action is warranted. When we take no action we tell you, and we tell you why.
Before you write
For a profile, message or photograph that breaks our rules, the fastest route is the report button in the app. A person reviews every report. The Grievance Officer is for a complaint that reporting did not resolve, or that cannot be made from inside the app.
Questions about your personal information go to [email protected]. Everything else goes to support.
If someone is in immediate danger, contact your local emergency services. In India, dial 112. A complaint to us is not a substitute for that.
Also