Section 12 in Insolvency and Bankruptcy Board of India (Information Utilities) Regulations, 2017
12. Grievance Redressal Policy.
(1)An information utility shall have a Grievance Redressal Policy to deal with any grievance from -(a)any user; or(b)any other person or class of persons as may be provided by the Governing Board in respect of its services.(2)The Grievance Redressal Policy shall provide for-(a)the constitution of a Grievance Redressal Committee;(b)the functions of the Grievance Redressal Committee;(c)the format and manner for filing grievances;(d)maximum time and format for acknowledging receipt of a grievance;(e)maximum time for the disposal of the grievance by way of dismissal, resolution or the initiation of mediation;(f)details of the mediation mechanism;(g)provision of a report of the grievance and mediation proceedings to the parties to the grievance upon dismissal or resolution of the grievance;(h)action to be taken in case of malicious or false complaints;(i)maintenance of a register of grievances received and resolutions arrived at;(j)disclosure of receipt and disposal of grievances to the public in the form and manner directed by the Board;(k)periodic reporting of the receipt and disposal of grievances to the Governing Board; and(l)periodic review of the Grievance Redressal Mechanism by the Governing Board.
