2.10.12: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.