Section 10(3) in Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
(3)The manner of grievance redressal shall have the following arrangement–(a)the publisher shall address the grievance and inform the complainant of its decision within fifteen days of the registration of the grievance;(b)if the decision of the publisher is not communicated to the complainant within the stipulated fifteen days, the grievance shall be escalated to the level of the self–regulating body of which such publisher is a member.(c)where the complainant is not satisfied with the decision of the publisher, it may prefer to appeal to the self-regulating body of which such publisher is a member within fifteen days of receiving such a decision.(d)the self-regulating body shall address the grievance referred to in clauses (b) and (c), and convey its decision in the form of a guidance or advisory to the publisher, and inform the complainant of such decision within a period of fifteen days..(e)where the complainant is not satisfied with the decision of the self-regulating body, it may, within fifteen days of such decision, prefer an appeal to the Oversight Mechanism referred to in rule 13 for resolution.
