Grievance Officer and how to complain

Vastoco has a named Grievance Officer for clients, professionals, students, career applicants and anyone else affected by the platform. The role is set up in line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023.

• Content on Vastoco that is unlawful, infringing, misleading, abusive or that shows you without your consent.
• A professional's conduct or service, or a client's conduct.
• A booking, payment, refund or payout problem.
• How your personal data is handled, or a request about your data rights.
• A verification, suspension or account decision that you think is wrong.
• A problem with the careers portal or any other Vastoco service.

Email grievance@vastoco.in or call +91 87080 43960. Please include:

• Your name and the email or mobile number on your Vastoco account.
• The booking reference, profile link or page link that the complaint is about.
• What happened and what you would like us to do.
• Any evidence, such as screenshots or documents.

Never send your password, one-time passcode or full card details.

• Within 24 hours: we acknowledge your complaint and give you a reference number.
• Within 15 days: we aim to resolve it and send you a written reply that says what we found and what we did. If we need more time or information, we will tell you why.
• Intimate images: if a complaint is that content shows a person's private parts or sexual acts without their consent, we remove or disable access to it within 24 hours of receiving the complaint.
• If you are not happy with the reply, you can ask for a review by a senior member of Vastoco's management by replying to the same email with the word Escalation in the subject.

To see, correct or delete your personal data, to withdraw consent or to nominate someone to act for you, write to the same address. We confirm your identity first and aim to reply within 30 days. See the privacy notice for your role in the legal centre.

You do not have to use our process first. You may also go to:

• Consumer Commission: file online at edaakhil.nic.in. You can also call the National Consumer Helpline on 1915 or visit consumerhelpline.gov.in.
• Data Protection Board of India: for a personal data complaint, once the Board's complaint process is open and after you have first raised it with us.
• Cyber crime and online fraud: cybercrime.gov.in or 1930 for financial fraud.
• Council of Architecture: for the professional conduct of a registered Architect.
• Payment problems: your bank or card issuer first, and then the Reserve Bank of India's complaint portal at cms.rbi.org.in.