Grievance Redressal

Last updated: April 15, 2026

    In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, FlashChat has established this Grievance Redressal Mechanism for addressing user complaints.
  

1. Grievance Officer

Grievance Officer Details

Name: Mrinal Mishra

Designation: Grievance Officer, FlashChat

Email: [email protected]

Operating hours: Monday to Saturday, 10:00 AM - 6:00 PM IST

2. Types of Complaints

You may file a grievance regarding any of the following:

Content removal: Inappropriate, offensive, or illegal content on Flash Cards, rooms, or chat
Privacy concerns: Unauthorized use of your data or privacy violations
Harassment or abuse: Targeted harassment, bullying, threats, or intimidation by other users
Child safety: Any content or behavior involving the exploitation or endangerment of minors
Intellectual property: Copyright or trademark infringement claims (also see Takedown Policy)
Platform issues: Technical problems, account/ban disputes, or moderation appeals
Government or law enforcement requests: Orders for content removal or information disclosure

3. How to File a Complaint

Send an email to [email protected] with the following information:

Subject line: [COMPLAINT] Brief description of issue
Your name (or anonymous identifier)
Description of the complaint with as much detail as possible
Content reference (URL, screenshot, Flash Card ID, room name, or timestamp if applicable)
Category (content removal, privacy, harassment, child safety, IP/copyright, other)
Relief sought (what action you would like us to take)

Emergency - Child Safety: If you encounter child sexual abuse material (CSAM) or suspect a minor is being exploited, email [email protected] with subject line [URGENT-CSAM]. These reports are given highest priority and will be escalated to law enforcement and NCMEC as required by law.

4. Response Timelines

Action	Timeline
Acknowledgment of complaint	Within 24 hours
CSAM / child safety content removal	Within 24 hours of report
Government / court order compliance	Within 36 hours of valid order
Copyright / DMCA takedown	Within 48 hours of valid notice
Resolution of general complaints	Within 15 days

5. Complaint Process

Upon receiving your complaint:

Step 1: We will acknowledge receipt within 24 hours and assign a reference number.
Step 2: The Grievance Officer will review the complaint and assess the appropriate action.
Step 3: If content removal is warranted, it will be actioned within the timelines above.
Step 4: You will be notified of the resolution and action taken within 15 days.
Step 5: If you are not satisfied with the resolution, you may escalate by replying to the resolution email.

6. Appeals

If your content was removed or your device was restricted and you believe this was done in error, you may appeal by emailing [email protected] with subject line [APPEAL] Brief description. Include your device identifier (if known) and the reason you believe the action was incorrect. Appeals will be reviewed within 15 days.

7. In-Platform Reporting

In addition to email complaints, FlashChat provides in-app reporting mechanisms:

1-on-1 chat: Use the report button during any chat session
Flash Cards: Use the report option on any card or comment
Rooms: Use the report command or button in any chatroom

In-app reports are stored in our database and reviewed by our moderation team. For urgent matters (CSAM, immediate threats), please use email for fastest response.

8. Legal Basis

This grievance mechanism is established in compliance with:

Information Technology Act, 2000 (India) — Section 79
IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 — Rule 3(2)
Digital Personal Data Protection Act, 2023 (India)