Section 4(6) in Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
(6)A significant social media intermediary and an online gaming intermediary who enables the users to access any permissible online real money game shall implement an appropriate mechanism forthe receipt of complaints under sub-rule (2) of rule 3 and grievances in relation to the violation ofprovisions under this rule, which shall enable the complainant to track the status of such complaint orgrievance by providing a unique ticket number for every complaint or grievance received by suchintermediary:Provided that such intermediary shall, to the extent reasonable, provide such complainant withreasons for any action taken or not taken by such intermediary in pursuance of the complaint or grievancereceived by it.
