OASIS — Grievance Redressal, Appeals & Admin Governance
Statutory compliance under Rule 3(2) of the Information Technology (Intermediary Guidelines) Rules, 2021 and Section 13 of the Digital Personal Data Protection Act, 2023.
§ 1How to Submit a Support Inquiry or Grievance
OASIS provides universal access to grievance submission across all user states—including to pending applicants on the Locked Dashboard and to members on the Suspended Account screen:
Use the universal Contact OASIS form (POST /support/contact). Generates an instant sequential tracking reference (OASIS-GRV-YYYY-XXXX).
Send directly to [email protected] from your registered email address with the subject prefix [GRIEVANCE].
§ 2Independent Oversight for Admin Misconduct (GRV-02)
To ensure members can safely report abuse of authority, bias, or harassment by an OASIS Moderator or Administrator without fear of retaliation:
- Selecting the “A concern about an admin” (
category = admin_misconduct) category in the Contact OASIS form automatically routes the grievance to a restricted oversight channel controlled by senior governance rather than standard admin inboxes. - Grievances alleging admin misconduct are strictly confidential and are excluded from standard moderator queues.
§ 3Statutory Service Level Agreements (SLAs)
System assigns a unique OASIS-GRV-YYYY-XXXX Case ID and dispatches an automated receipt email.
Designated officer reviews submission against logs, audit records, and applicable guidelines.
Parties contacted if additional facts are needed; internal notes logged in confidential audit trail.
Formal decision communicated in writing with rationale, corrective actions, or appeal options.
§ 4Appeals Procedure for Restrictions and Suspensions
If your account has been suspended (/suspended) or your application was not approved, you have the right to file a formal appeal within 14 calendar days of receiving the decision notice:
- Open the Contact OASIS Appeal Form accessible directly from the suspended account screen.
- Provide your Case ID or registered email, reference the restriction notice, and provide any supporting context or updated documentation.
- Appeals are reviewed by an independent Super Admin who was not involved in the original moderation decision. Written appeal rulings are final.