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Grievance Redressal & Contact

How to complain, and how quickly we respond

In short

If something goes wrong, tell us. The Grievance Officer acknowledges every complaint within 24 hours and resolves it within 15 days, and acts faster on urgent requests such as intimate images or impersonation.

Write to [email protected] or WhatsApp +91 73370 51857. In an emergency, call 112 first.

On this page 11 sections
  1. Grievance Officer
  2. What you can complain about
  3. How to make a complaint
  4. Our response times
  5. Removal of content
  6. Requests about your personal data
  7. Consumer complaints
  8. If you are not satisfied
  9. Requests from police and authorities
  10. Emergencies
  11. About Gosaath

1. Grievance Officer

In accordance with the Information Technology Act, 2000, rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (the "IT Rules"), the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023, Gosaath has appointed a Grievance Officer:

Grievance Officer, Gosaath
Name and designation: Venu Madhav, Co-founder & Chief Executive Officer
Email: [email protected]
Phone / WhatsApp: +91 73370 51857
Address: Gosaath, Madanapalle, Annamayya District, Andhra Pradesh 517325, India
Hours: Monday to Saturday, 10:00 am to 6:00 pm IST, except public holidays. Email is received at all times.

The Grievance Officer is also Gosaath's contact for questions about personal data and for customer care.

2. What you can complain about

  • a breach of the Terms of Use or the Rules, Safety & Responsibility by another user;
  • content on the Platform that is unlawful, harmful, obscene, defamatory, impersonates you, or infringes your rights;
  • safety incidents, harassment, fraud or forged documents;
  • your personal data, including requests to access, correct or erase it (see the Privacy Policy);
  • problems with your account, sign-in or verification; and
  • any other complaint about Gosaath's own service.

Gosaath does not collect, hold or refund any money, so a dispute about a fare, seat price, rent, deposit or tip is between the users involved, as explained in Payments, Cancellations & Refunds. You may still report it, and the other user's conduct, to us: our support team or the Grievance Officer can help both sides talk it through (mediate), but cannot pay, refund or recover any money.

3. How to make a complaint

  1. Write to the Grievance Officer by email or WhatsApp, or use Support in the app.
  2. Give your name and the mobile number registered with Gosaath.
  3. Describe the problem: what happened, the date, time and place, and the other user's name, if any.
  4. Add the ride, seat-request or rental reference (for example, RR-7F3A2C), or a screenshot of the ride post, listing, profile or message concerned.
  5. Attach any evidence you have, such as screenshots or photographs, and say what outcome you are asking for.

For a request to remove content about you, also tell us exactly where the content is and, for impersonation or intimate images, enough to show that it concerns you. We may ask for more information to verify the complaint. Your complaint is kept confidential and used only to deal with it and as the law requires.

4. Our response times

  • Acknowledging every complaintwithin 24 hours
  • Resolving a complaintwithin 15 days
  • Content that exposes a person's private areas, shows nudity or a sexual act, or impersonates someone (including morphed images), on a complaint by that person or someone on their behalfremoved or disabled within 24 hours
  • Other requests to remove unlawful content of the kinds listed in rule 3(1)(b) of the IT Rulesresolved within 72 hours
  • Orders of a court or a notified government agency to remove contentcomplied with within 36 hours
  • Lawful orders for information from authorised government agencieswithin 72 hours
  • Requests about your personal dataacknowledged within 24 hours, aimed within 15 days

These are the time limits set by rule 3 of the IT Rules and rule 4 of the Consumer Protection (E-Commerce) Rules, 2020 (which require consumer complaints to be acknowledged within 48 hours and redressed within one month); our own targets are the shorter of the two. Time runs from when we receive a complaint with enough information to act on it. We will tell you the outcome and the reasons.

5. Removal of content

  • When we receive a valid complaint or a lawful order about content, we may remove it or disable access to it, and may suspend the account that posted it.
  • Where the law requires, we keep the removed content and related records for at least 180 days, or longer if an authority or a court asks us to, for investigation purposes.
  • We may decline a complaint that is incomplete, that does not show a breach of our Terms or the law, or that appears to be false or abusive, and will tell you why.

6. Requests about your personal data

You can ask us for a summary of your personal data, ask us to correct, complete, update or erase it, withdraw your consent, or nominate someone to act for you, as explained in the Privacy Policy. Send your request to the Grievance Officer from your registered email address, or include your registered mobile number. We may need to verify your identity before acting.

7. Consumer complaints

If you are a consumer with a complaint about Gosaath's own service, we will deal with it under the Consumer Protection (E-Commerce) Rules, 2020 within the time limits above. You can also contact the National Consumer Helpline on 1915 or at consumerhelpline.gov.in, and file a consumer complaint on the e-Daakhil portal at edaakhil.nic.in.

8. If you are not satisfied

  • Content and platform decisions: under rule 3A of the IT Rules, you may appeal the Grievance Officer's decision to the Grievance Appellate Committee within 30 days of receiving it, at gac.gov.in.
  • Personal data: after using our grievance process, you may complain to the Data Protection Board of India.
  • Consumer matters: you may approach the National Consumer Helpline or the consumer commission that has jurisdiction.
  • Other disputes with Gosaath: these are resolved as described in the Governing law, arbitration and courts section of the Terms of Use.

9. Requests from police and authorities

Police, courts and government agencies may send lawful orders and requests to the Grievance Officer at [email protected] from an official email address or on official letterhead, signed by an authorised officer, stating the legal provision under which the request is made and the accounts, rides or content concerned. Gosaath responds within the time limits required by law, as listed above.

10. Emergencies

Gosaath is not an emergency service. If anyone is in danger, call 112 first. For an ambulance, call 108. For the women's helpline, call 181. For cyber fraud, call 1930.

11. About Gosaath

Gosaath operates the Gosaath mobile app and the website gosaath.com from Madanapalle, Andhra Pradesh, India. Gosaath is a technology platform that connects independent captains, vehicle owners, passengers and renters; it does not provide transport, does not rent out vehicles, and does not employ captains or owners. See the Legal centre for all our legal documents.

Gosaath
Madanapalle, Andhra Pradesh, India
Email: [email protected]
Phone / WhatsApp: +91 73370 51857

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