Grievance Officer

In accordance with the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Skode Technologies has appointed a Grievance Officer to address complaints and concerns from users regarding content hosted on our platform and processing of personal data.

1. Grievance Officer Details

2. Scope

The Grievance Officer handles complaints and concerns related to:

• Content Grievances: Objectionable content hosted on or transmitted through the Skode platform, including content that violates applicable laws, infringes intellectual property rights, or is harmful or defamatory.
• Privacy Grievances: Concerns about the collection, use, processing, or disclosure of personal data by Skode Technologies.
• Data Protection: Complaints under the Digital Personal Data Protection Act, 2023 and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011.
• Service Complaints: Issues with account access, billing disputes, or service quality that have not been resolved through standard support channels.

3. How to File a Complaint

To file a grievance, please follow these steps:

1. Send an Email: Write to legal@skode.ai with the subject line "Grievance: [Brief Description]."
2. Include Required Details:
   • Your full name and contact information.
   • Your Skode account email (if applicable).
   • A detailed description of the complaint or concern.
   • Supporting evidence or documentation (screenshots, URLs, timestamps, etc.).
   • The specific relief or resolution you are seeking.
3. Acknowledgment: You will receive an acknowledgment of your complaint within 24 hours of submission, along with a unique grievance reference number.

4. Resolution Timeline

We are committed to resolving grievances within the timelines prescribed by applicable Indian law:

If a complaint requires additional time for investigation, we will inform you of the expected timeline and provide regular updates on the progress of your grievance.

5. Content Takedown Requests

If you believe content hosted on or transmitted through the Skode platform violates your rights or applicable law, you may submit a takedown request to the Grievance Officer. Your request should include:

• Identification of the specific content you find objectionable, with URLs or other identifying information.
• The basis for your complaint (e.g., copyright infringement, defamation, privacy violation).
• Evidence supporting your claim.
• A statement that you believe in good faith that the content is unlawful or violates your rights.
• Your contact information for follow-up.

Upon receiving a valid takedown request, the Grievance Officer will review the content and take appropriate action within 36 hours if the content is determined to violate applicable law or our policies.

6. Copyright Infringement Notices

If you believe your copyrighted work has been infringed upon through our platform, please submit a notice containing:

• A description of the copyrighted work you claim has been infringed.
• The URL or location of the infringing material on our platform.
• Your contact information (name, address, email, phone number).
• A statement that you have a good faith belief that the use is not authorized by the copyright owner.
• A statement, under penalty of perjury, that the information in your notice is accurate and that you are the copyright owner or authorized to act on behalf of the owner.
• Your physical or electronic signature.

7. Escalation

If you are not satisfied with the resolution provided by the Grievance Officer, you may:

• Escalate Internally: Request an escalation review by emailing legal@skode.ai with your grievance reference number. A senior member of the legal team will review your case within 7 business days.
• Regulatory Complaint: File a complaint with the appropriate regulatory authority, including:
  • The Indian Computer Emergency Response Team (CERT-In) for cybersecurity matters.
  • The relevant Data Protection Authority under the Digital Personal Data Protection Act, 2023.
  • The Cyber Crime Cell of the local police for criminal matters.
• Legal Recourse: Pursue legal remedies before the competent courts or tribunals at Kozhikode, Kerala, India, with appeals to the Kerala High Court at Ernakulam.

8. Regulatory Compliance

This Grievance Officer appointment complies with:

• Section 79 of the Information Technology Act, 2000.
• Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
• The Digital Personal Data Protection Act, 2023.
• The Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011.

9. Contact Information Summary

• Grievance Officer: legal@skode.ai
• Privacy Inquiries: privacy@skode.ai
• Legal Escalation: legal@skode.ai
• General Support: support@skode.ai