Grievance Redressal Mechanism

Statutory Grievance Redressal Mechanism

In accordance with Part III of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, publishers of news and current affairs content on digital media are required to establish a robust, responsive grievance redressal mechanism for the adjudication of citizen complaints concerning content published on their platforms.

How to File a Grievance

Any person aggrieved by content published on The Ganges Today alleging a violation of the Code of Ethics prescribed under the IT Rules may submit a formal complaint to our Grievance Officer. To enable swift adjudication, the complaint must specify:

• Complainant Information: Full name, verified email address, phone number, and physical correspondence address.
• Exact Content Identification: Complete URL of the article, headline, and date of publication.
• Specific Violation: Exact text, sentence, or claim objected to, accompanied by the specific clause of the Code of Ethics or Norms of Journalistic Conduct alleged to have been breached.
• Supporting Documentation: Factual documentary evidence supporting the claim of inaccuracy, defamation, or regulatory non-compliance.
• Declaration of Truth: A statement that the information provided in the complaint is accurate and submitted in good faith.

Statutory Resolution Timelines

• Acknowledgment: Every formal grievance received is officially acknowledged with a tracking ID within 24 hours of receipt.
• Adjudication & Redressal: The Grievance Officer investigates the complaint, examines the underlying editorial documentation, and issues a reasoned decision (redressal, factual correction, clarification, or formal dismissal) within 15 working days.

Three-Tier Regulatory Framework

The IT Rules 2021 establish a three-tier regulatory structure:

• Level I: Self-regulation by the publisher through the internal Grievance Officer (as detailed above).
• Level II: Self-regulation by an independent self-regulatory body of digital media publishers registered with the Ministry of Information and Broadcasting (MIB).
• Level III: Oversight mechanism by the Inter-Departmental Committee established by the central government.

The Ganges Today maintains rigorous quarterly compliance records of all grievances received, acknowledged, and redressed in full conformity with statutory reporting mandates.