Grievance Redressal
Last updated: 15 August 2026
If something on Kissa has harmed you and our normal support channels have not fixed it, this is the formal route. It is provided under India’s Information Technology Rules, 2021 and the Digital Personal Data Protection Act, 2023.
1. Grievance Officer
As required by Rule 3(2)(a) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Texotic Software Solutions, which operates Kissa, has appointed a Grievance Officer:
| Detail | Value |
|---|---|
| Name | To be published |
| Designation | Grievance Officer |
| Company | Texotic Software Solutions |
| grievance@kissa.texotic.in | |
| Telephone | To be published |
| Postal address | To be published |
| Hours | Monday to Friday, 10:00–18:00 IST, excluding public holidays |
Action required before launch: Rule 3(2)(a) of the IT Rules, 2021 requires the Grievance Officer’s name, contact details, and a postal address to be published before the service operates as an intermediary in India. Fill in grievanceOfficer and registeredAddress in apps/web/src/lib/legal.ts; this warning disappears automatically. Do not submit the Play Store listing with these unfilled.
2. What you can raise here
- Content on Kissa that is unlawful, or that breaches our Community Guidelines.
- Content that infringes your copyright, trademark, privacy, or publicity rights.
- A moderation decision — removal, delisting, or suspension — that you believe is wrong.
- How we have handled your personal data, including a request to access, correct, or delete it.
- Impersonation of you, or content published about you without your consent.
- Any complaint about how we applied our own terms and policies.
3. How to file a grievance
Email grievance@kissa.texotic.in. To let us act quickly, include:
- Your full name and contact details.
- The exact URL of the content or account concerned, and timestamps if it is inside an episode.
- What the problem is, and which law, guideline, or policy you believe is breached.
- Any supporting evidence — screenshots, proof of ownership, an order of a court.
- A statement that the information you have given is accurate, and your electronic signature.
For routine problems — a bad recommendation, a playback bug, a question about your account — please use Contact or the in-app report first. This channel is for formal grievances and is slower by design.
4. Our timelines
| Stage | Timeline | Basis |
|---|---|---|
| Acknowledge your grievance | 24 hours | IT Rules 2021, Rule 3(2)(a)(i) |
| Resolve your grievance and tell you the outcome | 15 days | IT Rules 2021, Rule 3(2)(a)(i) |
| Remove content that exposes a private area, shows nudity or a sexual act, or is impersonation including morphed images | 24 hours | IT Rules 2021, Rule 3(2)(b) |
| Act on a valid court order or government direction | 36 hours | IT Rules 2021, Rule 3(1)(d) |
| Respond to a data-principal request under the DPDP Act | 30 days | DPDP Act, 2023 |
5. If you are not satisfied
You are not out of options if we get it wrong.
- Grievance Appellate Committee. Under Rule 3A of the IT Rules, 2021, you may appeal our decision within 30 days at gac.gov.in.
- Data Protection Board of India. For complaints about personal data, you may approach the Board after exhausting this process, under the DPDP Act, 2023.
- National Cyber Crime Reporting Portal. For cyber crime, including content harming children, report at cybercrime.gov.in.
6. Related policies
- Community Guidelines — what is and is not allowed, and how to report it in-app.
- Copyright & Takedowns — the dedicated process for infringement.
- Privacy Policy — your rights over your personal data.
- Delete Your Account & Data — erasure requests.