Grievance Redressal
In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Chumbak OTT has instituted a three-tier grievance redressal structure to address consumer complaints concerning content classifications, age ratings, or platform conduct.
1. Designated Grievance Officer (Level I)
Consumers may submit any grievance or complaint relating to content displayed on the service to our designated Grievance Officer:
2. Statutory Resolution Timelines
Every written grievance received with complete particulars is acknowledged with a unique tracking ticket within 24 hours.
The Grievance Officer reviews and disposes of the complaint, communicating the decision and remediation to the complainant within 15 calendar days.
3. How to File a Grievance
To ensure swift investigation, please include the following in your communication:
- Title of the movie, series, or video asset.
- Exact timestamp / episode number where the alleged grievance occurs.
- Specific nature of complaint (e.g. Content Classification, Age Advisory, Intellectual Property, Privacy).
- Your registered phone number or email address for correspondence.
4. Self-Regulatory Body (Level II)
If the complainant is dissatisfied with the decision of the Grievance Officer within 15 days, or does not receive a response within the statutory timeline, the complainant may appeal to the registered Self-Regulatory Body (Level II) under the Ministry of Information and Broadcasting (MIB), Government of India.