Grievance | Cryell

Grievance Handling Policy

1. Purpose

At Cryell, we are committed to providing a safe, inclusive, and respectful digital environment for all our users. Our Grievance Handling Mechanism ensures that every user has the opportunity to raise concerns related to content, privacy, account management, or other issues they may face while using our platform. We aim to resolve grievances promptly, fairly, and transparently.

2. Scope

This mechanism applies to all users of Cryell, including individual users, creators, businesses, influencers, and third-party partners. It covers issues related to content moderation, privacy, account actions, cyberbullying, misinformation, and more.

3. Types of Grievances Accepted

Users may file grievances under the following categories:

· Inappropriate or harmful content (e.g., hate speech, harassment, nudity)

· Misinformation or fake news

· Account suspension, deactivation, or login issues

· Privacy violations or unauthorized data sharing

· Cyberbullying or online abuse

· Copyright or intellectual property disputes

· Technical glitches or access issues

· Child abuse

· Concerns about algorithmic bias or unfair content moderation

· Others

4. Cryell’s Multi-Level Grievance Redressal System

Level 1: Self-Help Tools

· In-app reporting system : Users can report posts, comments, profiles, or ads directly from the app.

· Help Center & FAQs : A comprehensive resource center with solutions to common problems.

Level 2: Cryell Grievance Moderators

· Every grievance is reviewed by a Moderator

· The moderator will assess, investigate, and resolve complaints escalated from Level 1.

Level 3: Internal Review Committee

· For complex or unresolved cases, the matter is escalated to the Internal Review Committee.

· This committee consists of members from Legal, Policy, and Moderation teams to ensure impartiality and thorough review.

Level 4: External Dispute Resolution (Optional)

· For serious disputes, especially those involving cross-border content policies, users may opt for an Independent legal person.

· The Independent legal person operates independently and provides a neutral perspective in decision-making.

5. Step-by-Step Process for Filing a Grievance

Step 1: File Your Complaint

You can submit a grievance via:

· In-app Report Option

· Email to support@cryell.com

· Mobile App Form under Settings > Help & Support > File a Grievance

· Mobile 9847908615

Step 2: Receive Acknowledgment

· You will receive an automated notification of confirmation of filing your complaint.

Step 3: Initial Review

· Within 48 hours , the Cryell Moderator will conduct a preliminary review.

· If additional information is needed, you’ll be contacted and given 7 days to respond.

Step 4: Investigation

· A detailed investigation will be carried out by the Moderator or Review Committee.

· Input from technical, legal, or policy experts may be sought if necessary.

Step 5: Resolution

· You will receive a final response within 30 days of filing (or sooner for urgent matters).

· The outcome and actions taken will be clearly communicated.

Step 6: Appeal Option

· Unsatisfied with the resolution? You may appeal the decision through the email at support@cryell.com contact us page from our website or app.

· Appeals are reviewed by the Internal Review Committee or Independent legal person.

6. Transparency and Public Reporting

· Cryell publishes quarterly Transparency Reports detailing:

· Number of grievances received

· Response times and resolution rates

· Content removal statistics

· Trends in reported content types

· These reports are publicly accessible and align with applicable laws and regulations.

7. User Awareness Initiatives

· Cryell runs regular awareness campaigns to educate users about:

· How to use the reporting tools

· Available support options

· Rights and responsibilities on the platform

· Tutorials, banners, and in-app tips help keep users informed.

8. Compliance with Local Laws

· Cryell complies with local laws and regulations in all countries where it operates.

· In jurisdictions requiring local compliance officers, Cryell appoints:

· Compliance Officer

· Nodal Contact Person for law enforcement coordination

· In India, Cryell adheres to the Information Technology (Intermediaries Guidelines and Digital Media Ethics Code) Rules, 2021.

9. Continuous Improvement

· Cryell regularly updates its grievance mechanism based on:

· User feedback

· Emerging risks (e.g., AI-generated content, deepfakes, misinformation)

· Regulatory developments and technological changes

10. Sample Grievance Submission Form (In-App) or Contact Us

User Details:

· Click on post, user profile, page, or any contents in cryell

· Click on drop down arrow button

· Click on Report Post option

Nature of Grievance:

· Harassment / Bullying

· Fake or Impersonation Profile

· Misinformation or Fake News

· Privacy Breach

· Account Suspension or Deactivation

· Technical Issue

· Other (please specify): ___________

Description of Issue: (Include URL, screenshot, or any supporting evidence.)

Expected Action: (Explain what action you would like Cryell to take.)

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