Grievance officer.
If you have a complaint about something we published — defamation, factual error, personal data, court order — there is a named officer, a 24-hour acknowledgment, and a 15-day resolution window. Public ledger. Public ledger means we don't make complaints disappear.
Who, and how to reach them.
Under India’s IT Rules 2021, every digital news publication operating in India must name a Grievance Officer with statutory contact information. Ours is named in the side card. Outside India, the same officer handles equivalent obligations under the Indian DPDP Act 2023, GDPR (EU/UK), CCPA (California), and equivalent regimes.
What we promise.
- Acknowledgment.
Every complaint receives a written acknowledgment within 24 hours of receipt. Includes a complaint ticket number, the officer's name, and the resolution timeline. We acknowledge even malformed or duplicate complaints.
- Triage decision.
We classify the complaint: factual correction, defamation, personal-data removal, court order, or other. You receive an email naming the classification and the editor handling it. If we need more information, we ask within this window.
- Resolution or substantive update.
For most complaints, resolution within 15 days: a correction published, a retraction issued, the data removed, or a reasoned decline. For complex matters (active legal review, multi-jurisdiction issues), you receive a substantive update on the 15th day with a new timeline.
- Ledger entry.
Once resolved, every complaint is logged in our quarterly transparency report — type, jurisdiction, action taken, timeframe. Personal information redacted. Aggregate counts public at /retractions until the dedicated /transparency route ships in v2.1.
What counts as a grievance.
Under our policy, we triage into four buckets:
- Factual correction.
- Something we wrote is wrong. Evidence required. Routes to corrections process — see /methodology/legal §04.
- Defamation / personal harm.
- Article makes a claim about you that you assert is false and damaging. Routes to the joint EIC; right-to-reply offered as default within 5 business days.
- Personal data / privacy.
- An image, name, address, or other personal data of a private individual. DPDP/GDPR/CCPA timelines apply. Use privacy@thegen.media.
- Court order.
- A binding legal order requires us to remove or restrict content. We comply within the order’s terms but publish a takedown notice naming the jurisdiction; we do not silently delete.
What we won’t do.
We will not remove an article merely because its subject objects to publication. Editorial freedom is the floor; correction and right-to-reply are the response, not deletion. We will not exchange takedown for advertising, sponsorship, or any commercial consideration. We will not silently amend or remove published articles — every change creates a public revision row in v2.revisions.
File a grievance.
This form opens a ticket and emails the Grievance Officer. You will receive an acknowledgment within 24 hours.