valid as on 21/07/2024

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.

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