1.1 MOJO Network (“MOJO”, “we”, “our”, “us”), owned and operated by Seagull Venture Private Limited, is committed to a transparent, safe and accountable platform for Clients and Users. This Grievance Redressal Policy sets out how complaints relating to content, services, advertising, monetisation and data are received, handled, resolved and escalated.
1.2 This Policy applies to complaints from Users, Clients, advertisers, rights holders, regulatory authorities and any other person affected by content or conduct on a MOJO-powered portal.
1.3 This Policy is issued in compliance with the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Digital Personal Data Protection Act, 2023, and the compliance requirements of integrated third-party platforms.
1.4 By accessing or using MOJO's website, services or portals, you agree to this Policy.
MOJO has designated a Grievance Officer, resident in India, as the primary point of contact for complaints from Users, Clients and regulatory authorities.
Name: Amit Shrivastava
Designation: Grievance Officer
Email: [email protected]
Address: 1st Floor, Plot No. 9, Rohit Nagar, Bawadiya Kalan, Gulmohar Colony, Bhopal, Madhya Pradesh 462039
Working hours: [Monday to Friday, 10:00 to 18:00 IST]
Website: www.mojonetwork.in
2.1 The name and contact details of the Grievance Officer are published prominently on mojonetwork.in and on every MOJO-powered portal.
2.2 Every Client is separately required to appoint and publish the details of its own grievance officer for complaints relating to Content on that Client's portal, in accordance with Clause 10.
4.1 Content-related
4.2 Privacy and data-related
4.3 Client and commercial
4.4 Platform misuse and technical
5.1 For complaints concerning news and current affairs content published on a Client's portal, the structure prescribed under Part III of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 applies:
| Tier | Forum | Function |
|---|---|---|
| Level I | The publisher, being the Client, through its own grievance officer | Receives and disposes of complaints about its own content |
| Level II | The self-regulating body of publishers to which the Client belongs | Hears appeals against a Level I decision and addresses complaints not disposed of within fifteen days |
| Level III | Oversight mechanism of the Ministry of Information and Broadcasting | Inter-departmental committee, hearing of complaints referred to it, and issuance of directions |
5.2 Complaints received by MOJO relating to a Client's content are registered, acknowledged and routed to the Client's grievance officer, with a copy to the complainant. MOJO monitors disposal and may act under Clause 8 where the Client fails to act.
5.3 For complaints concerning MOJO's own conduct as an intermediary, a complainant who is dissatisfied with the decision of the Grievance Officer may appeal to the Grievance Appellate Committee constituted under Rule 3A of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, within thirty (30) days of receiving the decision.
6.1 Complaints may be submitted by email to [email protected], through the online grievance form at [mojonetwork.in/grievance], or by written communication to the Grievance Officer at the address in Clause 2.
6.2 Complaints may be filed in English or Hindi. MOJO shall make reasonable efforts to accept complaints in other Indian languages where the portal concerned publishes in that language.
6.3 A valid grievance must contain:
6.4 Every complaint is assigned a unique reference number, which is communicated to the complainant in the acknowledgment and should be quoted in all further correspondence.
6.5 Where a complaint is incomplete, MOJO shall inform the complainant of the deficiency within the acknowledgment period, and the timelines in Clause 7 shall run from the date the deficiency is cured.
| Stage or category | Timeline |
|---|---|
| Acknowledgment of every complaint | Within 24 hours of receipt |
| Content in the nature of nudity, a sexual act, impersonation or artificially morphed images | Removal or disabling of access within 24 hours of receipt of the complaint |
| Content covered by an order of a court or a notification by an appropriate government agency | Removal or disabling of access within 36 hours |
| Copyright and intellectual property complaints | Review within 48 hours; removal within 48 hours where the complaint is valid |
| Review and investigation of other complaints | Within 7 working days of receipt |
| Final disposal and communication of the decision | Within 15 days of receipt |
| Information or assistance to a lawfully authorised government agency | Within 72 hours of a lawful order |
| Appeal to the Grievance Appellate Committee | Within 30 days of receipt of the decision |
| Intimation of a personal data breach | Without undue delay, in accordance with Data Protection Law |
7.1 Where additional time is genuinely required, the complainant shall be informed in writing before the expiry of the applicable period, with reasons and a revised date. The fifteen (15) day period for disposal is a statutory outer limit and shall not be extended for complaints to which the statutory limit applies.
Depending on the nature and seriousness of the complaint, MOJO may:
8.1 Every decision communicated to a complainant shall state the action taken or the reason for declining, and shall inform the complainant of the escalation route available under Clause 9.
8.2 Where action is taken against a Client, the Client shall be notified with reasons and given an opportunity to be heard, save where immediate action is required by law or to prevent imminent harm.
9.1 A complainant dissatisfied with the outcome may escalate as follows:
9.2 Nothing in this Policy restricts any statutory or legal remedy otherwise available to a complainant.
10.1 Every Client shall: appoint a grievance officer resident in India and publish that officer's name, email address and contact details prominently on its portal; acknowledge every complaint within twenty-four (24) hours and dispose of it within fifteen (15) days; maintain a register of complaints received and their disposal; and cooperate with MOJO in the handling of any complaint routed to it.
10.2 Where a Client's Plan includes a dedicated grievance email facility, the Client shall use and actively monitor it for this purpose.
10.3 A Client that repeatedly fails to acknowledge or dispose of complaints within the prescribed timelines may face suspension of monetisation or of its instance, since such failure exposes both parties to regulatory action.
10.4 Users shall file complaints in good faith. False, malicious, frivolous or vexatious complaints, and the repeated filing of substantially identical complaints, may result in the complaint being declined and in restriction of the complainant's access to the grievance facility.
11.1 MOJO maintains records of grievances received, the action taken and the date of disposal, for not less than one hundred and eighty (180) days, and for longer where required by law or where the matter is the subject of a proceeding.
11.2 MOJO may publish periodic compliance reports stating the number of complaints received by category, the action taken and the average time to disposal, and shall furnish such reports to regulators where required.
11.3 MOJO shall preserve information and records relating to removed content for the period required under applicable law, for the purpose of investigation.
11.4 Personal data contained in a grievance is processed only for the purpose of handling that grievance, and in accordance with the Privacy Policy and Data Protection Law.
12.1 MOJO may update this Policy to comply with legal, regulatory or platform requirements. The revised version will be posted with a new effective date, and Clients will be notified of material changes.
12.2 For all grievance matters:
Grievance Officer: Amit Shrivastava
Email: [email protected]
Address: 1st Floor, Plot No. 9, Rohit Nagar, Bawadiya Kalan, Gulmohar Colony, Bhopal, Madhya Pradesh 462039
Website: mojonetwork.in
