Grievance Team
1. Purpose of the Grievance Team
The Mallus OTT Grievance Team handles issues related to:
- Account or login problems
- Payment or subscription concerns
- Content-related complaints
- Technical issues affecting user experience
- Policy violations or misuse reports
- User safety, security, and privacy matters
We aim to resolve all genuine concerns in a timely and respectful manner.
2. How to Raise a Grievance
Users can submit complaints through the official support section available on the Mallus OTT website or mobile app.
Please include:
- Your registered email or phone number
- Description of the issue
- Screenshots or proof (if applicable)
- Date and time of the incident
This helps us investigate faster and provide accurate solutions.
3. Response & Resolution Time
- All grievances will be acknowledged within 48 hours.
- A resolution will be provided within 7–15 working days, depending on the nature of the issue.
- Complex cases may require additional verification or documentation.
4. Grievance Officer (India Compliance)
Mallus OTT appoints a dedicated Grievance Officer to ensure compliance with digital media guidelines and user protection standards.
Grievance Officer
Mallus OTT
[Add Email ID]
[Add Phone Number]
[Add Office Address]
5. User Responsibilities
To help us serve you better, users are expected to:
- Share correct and clear information about their issue
- Avoid offensive, abusive, or misleading complaints
- Cooperate with the verification process
- Use the grievance channel responsibly
6. Escalation
If a user is not satisfied with the initial resolution, they may request an escalation to a higher authority within Mallus OTT.
Escalations will be reviewed on a case-by-case basis.
7. Policy Updates
Mallus OTT reserves the right to update the Grievance Redressal Policy as required by law or platform improvements.
Any changes will reflect in the “Last Updated” date.