At Aukaat, we are committed to a safe, lawful, and respectful platform. If you have any complaint about content, conduct, your account, payments, or the handling of your personal data, you may contact our Grievance Officer using the details below. This mechanism is provided in accordance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and Section 13 of the Digital Personal Data Protection Act, 2023.
1. Grievance Officer
In accordance with the applicable rules, the contact details of our Grievance Officer are published below:
The Grievance Officer is also the designated point of contact for receiving and acknowledging any order, notice, or direction issued by the appropriate Government, any competent authority, or a court of competent jurisdiction.
2. Our Commitment & Timelines
We follow the timelines mandated under the IT Rules, 2021:
| Action | Timeline |
|---|---|
| Acknowledgement of your complaint | Within 24 hours |
| Resolution / disposal of the complaint | Within 15 days |
| Removal of content exposing private areas, nudity, sexual acts, impersonation, or morphed images | Within 24 hours |
| Action on a court / government order to remove unlawful content | As mandated by the order |
Where a complaint requires more information from you, the timeline may be calculated from the date we receive the complete information needed to act.
3. How to File a Complaint
- Email grievance@aukaat.app (or message us on WhatsApp) with the subject line “Grievance – [brief topic]”.
- Provide: your name and contact details; your Aukaat username; a clear description of the complaint; the URL, screenshot, or in-app report ID of the content/account involved; and the relief you are seeking.
- If you are complaining on behalf of another person (for example, a victim of impersonation or non-consensual imagery), state your relationship and authority to do so.
- You will receive an acknowledgement with a complaint reference number within 24 hours.
- We will investigate and communicate the resolution within 15 days.
4. What You Can Report
- Obscene, sexual, or pornographic content, or content that exposes private areas/nudity (including morphed images);
- Content that is defamatory, harassing, abusive, or invasive of privacy;
- Impersonation of any person or entity;
- Content harmful to children, or any form of child sexual abuse material (zero tolerance — see Section 6);
- Hate speech, incitement to violence, or content threatening public order;
- Infringement of intellectual property or other proprietary rights;
- Fraud, scams, fake accounts, or misuse of the Coin/Bean system;
- Any content that violates the Aukaat Terms of Service, Community Guidelines, or applicable Indian law.
5. Data Protection Grievances (DPDP Act, 2023)
If your complaint concerns the collection, use, storage, sharing, or protection of your personal data, you may raise it with the same Grievance Officer above, who also serves as the point of contact for data-protection matters under the Digital Personal Data Protection Act, 2023.
Your rights as a Data Principal
- Right to access information about the personal data we process about you;
- Right to correction, completion, updating, and erasure of your personal data;
- Right to grievance redressal in respect of your personal data;
- Right to nominate another person to exercise your rights in case of death or incapacity.
We will respond to data-protection grievances within the timelines required under the DPDP Act, 2023 and its rules. If you remain unsatisfied after exhausting this mechanism, you may approach the Data Protection Board of India as provided under the Act.
6. Child Safety — Zero Tolerance
Aukaat has a strict zero-tolerance policy toward any content that sexualizes, exploits, or endangers minors. Such content is removed on priority, the account is terminated, and the matter is reported to the appropriate law-enforcement authorities in accordance with applicable law, including the POCSO Act, 2012 and Section 67B of the IT Act, 2000.
7. Escalation
If you are not satisfied with the decision of the Grievance Officer, or do not receive a response within the stipulated time, you may appeal to the Grievance Appellate Committee(s) constituted by the Central Government under Rule 3A of the IT Rules, 2021, via the Government’s designated portal (gac.gov.in). For data-protection matters, you may approach the Data Protection Board of India under the DPDP Act, 2023.
8. Important Notes
- Aukaat is an intermediary under the IT Act, 2000 and acts on grievances as required by law; it does not pre-screen all user content.
- Complaints must be made in good faith. Knowingly false or malicious complaints may lead to action against the complainant’s account.
- This page should be read together with the Aukaat Terms of Service, Privacy Policy, Community Guidelines, and Refund Policy.
- We may update this mechanism from time to time; the latest version will always be available on this page.