Grievance officer and law-enforcement request process

1. Grievance officer

Field	Value
Name	(details being finalised) (must be resident in India, DPDP Rules)
Role	Trust and safety lead, Ivide
Email	(details being finalised) (a shared mailbox, two readers, so leave never breaks the SLA)
Postal	(details being finalised)
Published at	Privacy notice §1, community rules, `/legal/grievance`, app footer

Service levels

Step	Deadline
Acknowledge the complaint with a ticket number	48 hours
Substantive reply, or a reason for delay	7 days
Data access or erasure request completed	7 days (erasure runs `DELETE FROM accounts WHERE id = $1`; cascades remove sessions, consents, avatars, blocks, mutes, DM channels, invites, events by account; chat rows keep the display name snapshot and lose the account link)
Appeal of a moderation action	7 days; a different moderator than the one who acted reviews the moderation log entry and the report bundle

Every complaint is logged in #ivide-safety with the ticket number, the date received and the date closed. The monthly count by category is reported at sprint review.

2. Law-enforcement requests

Single point of contact: the grievance officer. Nobody else answers a request from police, a court or a government body, including informal phone calls. Staff who receive one forward it and say only "our designated contact will respond".

What we hold (and can therefore produce): In short: email (encrypted, decryptable by the operator), display name, district, chat text for 90 days, direct messages, reports and moderation actions for one year, login session metadata, OTP request IPs for at most 30 days, and the access log: every signed-in account's IP addresses with Cloudflare's country, region and city and the browser, per day, for 180 days (the superadmin console exports one account's log as CSV at IP and places; the export needs a reason and is recorded). Report voice clips live as long as their report. Explicitly sent Inbox voice messages live with their parent DM for up to 90 days and have authenticated, audited staff access. Live table conversations are not server-recorded. We never hold GPS positions, avatar positions or phone numbers.

Process

Receive. Only written requests on official letterhead or through the official portal, addressed to the entity. Record date, agency, officer, reference number and the legal provision cited (for example, BNSS §94 for production, IT Act §69 / §69A, or a court order).
Validate. Check the request names a specific account, display name, invite link or time window. Refuse bulk or vague requests in writing and ask for a narrower one.
Decide. The grievance officer and (details being finalised) decide within 3 working days whether the legal basis is sufficient. If it is not, reply with the reason. If the request asks for a preservation only, preserve (copy the rows to the lea_hold folder in the vault) and wait for the production order.
Produce. Export only the columns asked for, from the tables named in the data map, as CSV, with a cover letter listing exactly what was included. Log the export in #ivide-safety and in the vault.
Emergency. A request citing imminent risk to life may be answered in 24 hours on the officer's authority, then ratified by counsel afterwards. Record the reasoning at the time.
Notify the user afterwards, unless the request lawfully prohibits it or notification would endanger someone.

Transparency: the number of requests received, complied with and refused is published every six months at /legal/transparency.

3. Content takedown under the IT Rules 2021

Complaints about a specific message or account follow the grievance path above with a 24-hour acknowledgement and a 15-day resolution, or 24 hours for non-consensual intimate imagery and impersonation. Moderators can act in-venue immediately; the grievance officer records the outcome.