Grievance Redressal
This page is published in compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 ("IT Rules 2021"), Section 13(1)(b) of the Digital Personal Data Protection Act, 2023 ("DPDP Act"), and the National Housing Bank's directives on customer grievance redressal applicable to outsourced service providers.
1. Who to contact
| Officer | For | Contact |
|---|---|---|
| Grievance Officer | Any complaint relating to your use of the Service, content moderation, or breach of the Terms / AUP | Lakshay Aggarwal grievance@stagebridge.in Mumbai, India |
| Data Protection Officer | Requests under the DPDP Act — access, correction, erasure, withdrawal of consent, breach reports | dpo@stagebridge.in Same postal address |
| Nodal Officer (HFC matters) | Complaints routed through your HFC's grievance cell under NHB Master Directions | nodal@stagebridge.in |
2. How we handle a complaint
- We acknowledge every complaint within 24 hours of receipt.
- We resolve and respond within fifteen (15) days for complaints under the IT Rules 2021 and within seven (7) days where the DPDP Act applies — whichever is shorter.
- For complaints involving wrongful disbursement decisions, the matter is co-handled with the Customer Institution's grievance cell, which retains decision authority.
- We maintain a register of complaints, response, and resolution for the period prescribed by the IT Rules 2021 (180 days from resolution).
3. Categories of complaints we accept
- Content posted to the Service that you allege is illegal or violates the Acceptable Use Policy.
- Failure to remove, restore, or moderate content within the timelines under the IT Rules 2021.
- A personal data breach affecting you.
- An exercise of rights under the DPDP Act (access, correction, erasure, nomination, consent withdrawal).
- A wrongful suspension or restriction of your account.
- An incorrect AI verdict that materially affected the disbursement decision.
- Any other complaint relating to the Service.
4. What we need from you
To help us resolve quickly, please include:
- Your full name and the email registered on the account.
- The name of your Customer Institution (if applicable).
- The verification reference number (HV-XXXXX) or loan number.
- A clear statement of the complaint and the outcome sought.
- Any screenshots, dates, or message IDs that help us locate the event.
If you are reporting on behalf of someone else, please attach the authorisation (POA, board resolution, or nominee notice under Section 14 of the DPDP Act).
5. Escalation
If you are unsatisfied with our response, you may escalate:
- To the Data Protection Board established under Chapter V of the DPDP Act — for any matter the Board is empowered to hear.
- To the National Housing Bank via the Complaint Management System on the NHB website — for matters relating to your housing loan with the Customer Institution.
- To the RBI Ombudsman via the Integrated Ombudsman Scheme, 2021 — where the Customer Institution is a regulated entity and the matter falls within the Scheme's scope.
- To the appropriate court of competent jurisdiction — disputes between you and us are governed by Indian law and the courts at Bengaluru.
6. Anonymous complaints
We accept anonymous reports of platform misuse via abuse@stagebridge.in. We cannot respond personally to an anonymous complaint, but we will review and act on credible reports.
7. Misuse of this channel
Frivolous, repetitive, or knowingly false complaints may be referred to law enforcement under Section 196 of the Bharatiya Nyaya Sanhita, 2023, and the Cyber Crime Cell of the relevant police station.