Grievance Officer.
Under the Information Technology Rules 2021 and the Digital Personal Data Protection Act 2023, every Indian website is required to designate a Grievance Officer. For Queer Ink:
Name: Shobhna S Kumar
Designation: Founder and Grievance Officer
Email: shobhna@queer-ink.com
Address: G 2002 Triumph Tower, Mandlik Nagar Road, Pawan Baug, Malad West, Mumbai 400 064, India
How to raise a grievance.
Write to the Grievance Officer at the email above with the subject line GRIEVANCE — [brief description].
Please include:
— Your name and contact information
— A clear description of the issue
— Any relevant order numbers, booking references, or screenshots
— What you would like us to do (refund, correction, removal, response, or other)
Response timeline.
Acknowledgement: within twenty-four hours of receipt
Initial substantive response: within seventy-two hours for urgent matters (privacy, harassment, child safety, illegal content) and within seven days for general matters
Full resolution: within thirty days for general grievances, in line with Indian regulatory requirements
If a matter is complex and will take longer than thirty days, we will explain the delay and provide a revised timeline.
What grievances we handle.
The Grievance Officer handles complaints relating to:
— Privacy and personal data matters
— Refunds, deliveries, and order issues
— QConversations bookings and disputes
— Website accessibility issues
— Content concerns (anything on the website you believe is inaccurate, harmful, or inappropriate)
— Concerns about archive material, library content, or published books
— Any other concern about your interaction with Queer Ink
Escalation.
If a grievance is not resolved to your satisfaction within thirty days, you may escalate to:
For privacy matters: the Data Protection Board of India under the DPDP Act 2023.
For consumer matters: the District, State, or National Consumer Disputes Redressal Commission under the Consumer Protection Act 2019.
For content or platform matters: the Grievance Appellate Committee constituted under the Information Technology Rules 2021.
For international users: the relevant data protection or consumer authority in your country of residence.
Confidentiality.
Grievances are handled confidentially. Information shared with the Grievance Officer is not used for any purpose other than resolving the matter raised. Where a grievance involves a third party (a contributor, an author, a service provider), we may need to share relevant information with them to investigate and resolve, with your knowledge.
Good faith.
We engage with every grievance in good faith. We do not retaliate against people who raise concerns. If you have raised a grievance and feel you have not been treated fairly, you may write directly to Shobhna by name to escalate within Queer Ink before pursuing external remedies.