Grievance Redressal Policy
How to report a concern, receive a response and seek review.
1. Purpose and coverage
Magpies News provides this process for concerns about material or services on https://magpies.in and any official app. You may report an inaccurate or misleading story, privacy concern, rights infringement, harmful advertisement, account problem, payment issue or moderation decision. The responsible legal operator is identified in the address section.
We will distinguish complaints about material we publish or edit from complaints about user content hosted through any enabled intermediary feature. The applicable route depends on our actual role and the law in force. A complainant does not have to classify the issue correctly for us to receive it.
2. Grievance contact
Grievance Officer: [Full name and designation of India-based officer]
Email: [Official grievance email]
Telephone: [Official contact number]
Website: https://magpies.in
Online complaint page, if provided: [Published grievance-page URL]
Postal complaints may be sent to the address in section 10. Urgent electronic reports should use the monitored grievance email or an enabled reporting control. This draft does not establish that an inbox or online form is already operational.
3. What to send
Submit your complaint in English or Malayalam. Include enough information to locate the issue:
- Your name and a safe reply address or contact method, unless you need to report anonymously.
- The story, advertisement, account or transaction reference; a direct URL, date and relevant screenshot where available.
- The part you dispute, why it is harmful or incorrect, available supporting evidence and the remedy requested.
- Whether there is an urgent safety, child-protection, intimate-image, impersonation or ongoing fraud concern.
- If acting for another person, your relationship or reasonable evidence of authority where needed.
The optional form at the end is a convenience; a complaint with sufficient information will not be rejected only because it uses another format. We may request proportionate clarification. Do not send passwords, OTPs, full card details or unnecessary identity documents.
4. Access, confidentiality and anonymous reports
There is no fee to submit a grievance and no requirement to accept marketing messages. We will try to provide reasonable assistance where a person cannot use the standard format. An anonymous report containing verifiable information can still lead to review, although a reply or an individual remedy may require contact or verification.
We limit use of complaint information to assessment, response, legal duties and relevant records. It may be shared with necessary reviewers or the affected party to the extent lawful and proportionate. We will avoid unnecessary disclosure of the complainant's identity and explain a material disclosure where appropriate.
Response periods and review process
5. Response periods
We will acknowledge complaints within 24 hours and identify the appropriate process. The urgent periods below take priority; acknowledgement is not a reason to postpone protective action. All statutory periods below use elapsed hours or calendar days, not business days.
| Complaint or direction | Applicable response period |
|---|---|
| Our published news and editorial content | Communicate a decision within 15 days under the applicable publisher framework. |
| Ordinary complaints about a feature to which intermediary Rule 3 applies | Resolve within 7 days of receipt. |
| Qualifying removal requests under Rule 3(1)(b), excluding clauses (i), (iv) and (xi) | Resolve within 36 hours. |
| Qualifying intimate-image or electronic impersonation complaint from the affected person or someone acting for them, under Rule 3(2)(b) | Take reasonable and practicable removal or disabling steps within 2 hours. |
| Qualifying court order or authorised government intimation under Rule 3(1)(d) | Remove or disable the specified unlawful material within 3 hours of the legally effective notice. |
| Other support, advertising or billing complaint | Our proposed service target is a response within 7 days, unless a shorter legal period applies. |
The intermediary periods apply only where that legal role and provision govern the particular feature; they do not reclassify our own editorial work. Publisher requirements and external escalation apply subject to applicable court orders. If several duties apply, we use the shortest relevant deadline. A request for more information must not silently restart a statutory clock.
6. How we assess a complaint
We register the matter, record when it arrived, check urgency, identify the content or transaction, and seek proportionate clarification if needed. Relevant editorial, technical, privacy or billing staff may assist. An unconflicted reviewer should handle a complaint about the original decision-maker.
We assess the evidence and context, contact relevant parties where fair and safe, and decide whether to correct, clarify, label, restrict, remove, restore or otherwise address the issue. A refund follows the Payment Policy. We may also conclude that no change is justified and explain why.
We will communicate the decision, reasons to the extent lawful, action taken and relevant review route. We may withhold another person's private information, confidential source material, security-sensitive details or legally privileged advice. If a non-statutory matter needs more time, we will explain the reason and expected next step; this does not extend a binding deadline.
7. Corrections and urgent harm
A correction should address the material error and be visible where appropriate. We will consider the spread of the original report when deciding how to communicate a significant correction. A request for removal does not automatically override lawful public-interest reporting.
For illegal intimate imagery or child sexual abuse material, provide the URL or reference instead of copying or forwarding the material. We will preserve evidence and make reports only as lawfully required. For immediate physical danger, contact emergency services without waiting for this process.
Escalation, records and contact
8. Review and external remedies
You may request an internal review at [Internal review contact email], explaining what remains unresolved and providing the reference and new evidence. Internal review is optional and must not delay a statutory appeal.
For editorial matters governed by the publisher framework, unresolved matters follow the applicable self-regulatory route; an appeal from our decision ordinarily has a 15-day period. The relevant body is [Confirmed self-regulatory body name and complaint URL]. Subsequent oversight appeals follow the applicable process and time limit, ordinarily 15 days after the body's decision. We will identify the operative route in our response; no membership is asserted by this placeholder.
Where an intermediary grievance is eligible under Rule 3A, an appeal may be made to the Grievance Appellate Committee within the applicable 30-day period after a decision or failure to resolve in time. The official portal is https://gac.gov.in. This route does not replace the separate publisher process.
Privacy complaints may be raised with the competent data-protection authority when the relevant statutory provisions and remedy are in force. This policy does not represent phased DPDP remedies as already available before commencement. Consumer, police, court and other statutory remedies remain available where applicable. Nothing here requires you to waive a right or wait beyond a legal deadline.
9. Records, transparency and policy maintenance
We retain complaint records only for the time needed for handling, accountability and applicable legal requirements, with access restrictions. Where a public grievance summary is required, it should describe categories and outcomes without unnecessarily identifying complainants, children or confidential sources.
We will maintain current officer details and review the process when laws, roles or service features change. Policy updates apply prospectively and cannot remove an existing right to a remedy. The
published version must show its effective date. Retaliation for a good-faith grievance is not acceptable.
10. Operator and postal address
Magpies News Operator and postal address: Cockatoo Pixels Private Limited [Building / door number, street and locality] Piravom, Kerala, India - [PIN code] Website: https://magpies.in For the attention of: Grievance Officer, Magpies News Telephone: [Official contact number]
Grievance email: [Official grievance email]
Grievance Officer: [Full name and designation]
11. Other routes
Billing or refund issue: [Official billing email]
Privacy request: [Official privacy email]
Advertising issue: [Official advertising email]
Internal misconduct or retaliation: use the Whistle Blower Policy and its confidential channel. You may still use the grievance channel if you are unsure where a concern belongs.