Regulations 12. Grievance Redressal Policy.—

(1) An information utility shall have a Grievance Redressal Policy to deal with any grievance from –

• i. any user; or
• ii. any other person or class of persons as may be provided by the Governing Board
• in respect of its services.

b. The Grievance Redressal Policy shall provide for-

• i. the constitution of a Grievance Redressal Committee;
• ii. the functions of the Grievance Redressal Committee;
• iii. the format and manner for filing grievances;
• iv. maximum time and format for acknowledging receipt of a grievance;
• v. maximum time for the disposal of the grievance by way of dismissal,
• resolution or the initiation of mediation;
• vi. details of the mediation mechanism;
• vii. provision of a report of the grievance and mediation proceedings to the parties to the grievance upon dismissal or resolution of the grievance;
• viii. action to be taken in case of malicious or false complaints;
• ix. maintenance of a register of grievances received and resolutions arrived at;
• x. disclosure of receipt and disposal of grievances to the public in the form and manner directed by the Board;
• xi. periodic reporting of the receipt and disposal of grievances to the Governing Board; and
• xii. periodic review of the Grievance Redressal Mechanism by the Governing Board.