1The Grievance Officer
Grievance Officer, Hi Partner (ChronoSpark Solutions), India. Email: grievance@hipartner.online. The officer's name and the postal address are published here as soon as the appointment is completed; until then the mailbox is monitored every working day and the timelines below apply in full.
2How to complain
- In the app: Profile → Support → New ticket, or ask Partner to open one. The ticket carries your account and the booking, listing or message it concerns.
- From an item: every listing, profile, message and review has a Report option.
- By email: grievance@hipartner.online, with your registered phone or email, the item or booking reference, and what you want done.
- Privacy rights requests (access, correction, erasure, nomination, consent withdrawal) can also be made from Profile → Privacy.
3Timelines we are bound to
- Acknowledgement within 24 hours of receipt, with a ticket number.
- Resolution with a written reply within 15 days, as Rule 3(2) of the IT Rules, 2021 requires; most tickets close in under 72 hours.
- Content reported as depicting a person without consent in a sexual context, or impersonation, is actioned within 24 hours.
- Content ordered removed by a court or an authorised government agency is removed within 36 hours; information lawfully requested by law enforcement is provided within 72 hours.
- Data breach notices to affected users go out without undue delay and to the Data Protection Board of India as prescribed.
4What you can raise
- Content: a listing, profile, message, photo or review that is unlawful, false, abusive or infringing.
- Privacy and data: how your personal data was handled, or a rights request that was not honoured.
- Payments: an escrow hold, refund, fee, invoice or payout.
- Safety: harassment, threats, or an unsafe situation connected to a booking.
- Consumer issues: a seller's disclosures, a rental, or a product not as described.
- Anything else about the service.
5How a complaint is handled
Every ticket is logged with its time of receipt. The officer or a trained support agent reviews the evidence: the chat, the booking record, photos, start-code and payment records. Both parties are heard where a dispute is between users. The decision is written, states the reason and the rule applied, and is sent in your language. Actions can include removal of content, refund or release of escrow, warnings, strikes or removal of an account. Every action is recorded in an audit log.
6Appeal and escalation
You can appeal a decision once, within 30 days, with new evidence; a different reviewer decides. If you remain dissatisfied you may approach the Grievance Appellate Committee constituted under the IT Rules, 2021 within 30 days of our decision, the Data Protection Board of India for personal data matters, the District, State or National Consumer Commission for consumer matters, or, in the EU/EEA and UK, your data protection supervisory authority.
7Records
Complaint records, decisions and appeal outcomes are kept for the period the IT Rules and the DPDP Act require and are available to the complainant on request.