Regulation 12 - Grievance Redressal Policy - Insolvency and Bankruptcy Board of India (Information Utilities) Regulations, 2017

Grievance Redressal Policy 12. (1) An information utility shall have a Grievance Redressal Policy to deal with any grievance from- (a) any user; or (b) any other person or class of persons as may be provided by the Governing Board in respect of its services. (2) The Grievance Redressal Policy shall provide for- (a) the constitution of a Grievance Redressal Committee; (b) the functions of the Grievance Redressal Committee; (c) the format and manner for filing grievances; (d) maximum time and format for acknowledging receipt of a grievance; (e) maximum time for the disposal of the grievance by way of dismissal, resolution or the initiation of mediation; (f) details of the mediation mechanism; (g) provision of a report of the grievance and mediation proceedings to the parties to the grievance upon dismissal or resolution of the grievance; (h) action to be taken in case of malicious or false complaints; (i) maintenance of a register of grievances received and resolutions arrived at; (j) disclosure of receipt and disposal of grievances to the public in the form and manner directed by the Board; (k) periodic reporting of the receipt and disposal of grievances to the Governing Board; and (l) periodic review of the Grievance Redressal Mechanism by the Governing Board.