How do I escalate a complaint when a platform's grievance officer ignores me?

Question

I complained to an app's grievance officer about a fake account impersonating me but got no response for a month. I have been reading conflicting things online and I would like to understand what Indian law actually says about this, which Act and Section applies, what the realistic timelines and costs are, and what I should be doing right now to protect my position. If the matter can be resolved without litigation I would prefer that route, but I want to know what my rights are before I agree to anything or sign any document.

MyVakeel Legal Desk · Accepted Answer

How do I escalate a complaint when a platform's grievance officer ignores me? is governed in India primarily by Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 – Rule 3, Consumer Protection Act, 2019 – Section 2(11) and Information Technology Act, 2000 – Section 66C. The short answer is set out below, followed by the practical steps most people in this situation need to take. Read it alongside the specific provisions named, because the exact relief available to you turns on the facts you can prove on paper.

Rule 3(2) mandates acknowledgment within 24 hours and disposal of complaints within 15 days from receipt, and non-compliance is a rule violation you can cite in escalation.

You may also file a consumer complaint under the Consumer Protection Act, 2019 for deficiency in service if the platform's grievance redressal is inadequate.

The Grievance Appellate Committee (GAC), an online dispute mechanism set up by MeitY, hears appeals against grievance officer decisions or inaction and must resolve within 30 days.

Where impersonation involves identity theft, Section 66C of the IT Act allows a direct criminal complaint to police independent of the platform's internal process.

Keep a paper trail of ticket numbers, emails and dates, as the GAC requires proof that the internal grievance mechanism was approached first.

What to do next: 1) Re-send the complaint referencing the missed 15-day deadline under Rule 3; 2) File an appeal with the Grievance Appellate Committee at gac.gov.in; 3) Lodge a parallel FIR for impersonation under Section 66C if applicable; 4) Consider a consumer complaint for deficiency in service.

If the other side has already issued a notice, filed a case or set a deadline, treat the matter as time-sensitive — most remedies under Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 – Rule 3 carry limitation periods, and a delay you cannot explain weakens an otherwise strong case. You can post the details on the MyVakeel forum for a practising advocate to review, or book a paid consultation with a Bar Council verified lawyer in this practice area.