1. Statutory Mandate
In compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection (DPDP) Act 2023, ReplaceRoots has established a dedicated Grievance Redressal Mechanism to address user complaints, privacy disputes, and content escalation issues.
2. Designated Grievance Officer
Palak Sharma
Grievance Redressal Officer
Official Email Address:grievance@replaceroots.com
Registered Address:
ReplaceRoots Operations, Vadodara, Gujarat 390007, India
3. Escalation & Redressal Timelines (SLA)
- Acknowledgement: Each complaint received via email is automatically acknowledged within 24 business hours with a unique tracking ticket identifier.
- Resolution SLA: The Grievance Officer will investigate and resolve or dispose of the complaint within 48 business hours to 15 calendar days maximum, depending on the complexity of clinical fact-checking required.
4. Information Required When Filing a Grievance
To expedite prompt resolution, please include the following details in your grievance email:
- Your Full Name and Registered Email Address.
- Specific URL of the clinic listing, review, or article subject to complaint.
- Clear description of the grievance (e.g., unauthorized doctor image, misleading price quote, privacy violation, defamatory review).
- Supporting evidence or legal documentation (e.g., proof of practitioner registration, consultation receipt, copyright authorization).