Grievance Officer

Who to complain to about anything TrustDrive publishes or does, how to do it, and the deadlines the IT Rules 2021 put us under — 24 hours to acknowledge, 72 hours on a removal request, 15 days to decide.

The Grievance Officer

Shivam Gupta
Grievance Officer, TrustDrive
9.shivamgupta.6@gmail.com

TrustDrive has one moderator, and that person is the Grievance Officer. There is no team behind this address and no queue you are being routed into: the person named above reads your complaint and decides it.

What we owe you, and by when

These windows are not TrustDrive’s service targets. They are the deadlines set by the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, and they run from the moment your complaint is received — not from when somebody opens it.

WhatBy whenRule
We acknowledge your complaint in writing, with a reference number24 hoursRule 3(2)(a)(i)
We act on a removal request under Rule 3(1)(b) — including the case where you say a report about you is fabricated72 hoursRule 3(2)(a)(i) proviso
We act on nudity, a sexual act, or an impersonation including a morphed image24 hoursRule 3(2)(b)
We act on a court order or a government notification36 hoursRule 3(1)(d)
We resolve your grievance and tell you what was decided15 daysRule 3(2)(a)(i)

The fastest of these is the one most complaints about TrustDrive will fall into. The 72-hour class covers Rule 3(1)(b)(x) — information that is “patently false and untrue, and is written or published in any form, with the intent to mislead or harass a person, entity or agency for financial gain or to cause any injury to any person”. A mediator saying that a non-reimbursement report about them is fabricated is making that complaint, and it runs on the 72-hour clock rather than the 15-day one.

If we miss the deadline

Rule 3A of the same Rules gives you a free appeal to a Grievance Appellate Committee — a body that is not TrustDrive — if your grievance is not resolved within the window above. You have 30 days from the date the window expired, you do not need a lawyer, and you do not need our agreement. The Committee endeavours to decide within 30 calendar days.

We tell you this at the point of filing and again in the decision email, including when the decision was late. Lateness is computed from the deadline we recorded against your reference and the moment the decision was taken; it is not our assessment of our own timeliness.

What a grievance is, and what it is not

A grievance is a complaint about something TrustDrive publishes or something TrustDrive did. Three things it cannot do, stated here rather than after you have waited:

  • It does not decide whether you were paid. A non-reimbursement report about you is answered on the reply channel built for that, on its own window, and answering it is far more effective than a grievance about it.
  • It does not remove a review because you disagree with it. A review is somebody’s account of working with you. If something in it is factually wrong or breaks a rule, the route is a dispute on stated grounds.
  • It is not legal advice, and neither is this page.

Filing a grievance does not by itself remove anything. It starts a clock and puts a person under an obligation to answer you in writing, whatever the answer turns out to be. What we decide, and why, is what you get back.

File a grievance

Pick the class that matches your complaint. The class decides which deadline runs, so the honest one is the one to pick — and, as the labels show, the honest one is usually the fast one.

A grievance cannot be anonymous, because the Rules require us to answer you within a deadline and an appeal is yours to make. Abuse reports about a listing can still be anonymous — they are on the report form on the listing itself.

Filing this does not remove anything by itself. It starts a clock and puts a person under an obligation to answer you in writing.

You can also write to 9.shivamgupta.6@gmail.com — an emailed grievance is on the same clock. The form exists because it gives you a reference number and a recorded deadline in the same moment, and an email does not.