Hello Friend — Grievance Redressal & Content Moderation
ABNEXTGEN WEBMASTERS PRIVATE LIMITED · CIN: U62099MP2025PTC077618 · Last updated: 16 October 2026
This policy explains how Hello Friend handles complaints, content takedown requests, government and court orders, and appeals, in accordance with the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 ("IT Rules").
1. Who Can Complain
Any user, any person affected by content on the Services (even without an account), and their authorised representatives may file a complaint about content, accounts, our policies, or the handling of personal data.
2. How to Complain
- In the app/website: use the Report option on the content or profile.
- By email: write to our Grievance Officer at grievance@hellofriend.in with the subject "Grievance - Hello Friend".
- By post: ABNEXTGEN WEBMASTERS PRIVATE LIMITED, C/O Deepak, Scheme No. 113, Flat No. 01, Cliffton Park, Indore G.P.O., Indore - 452001, Madhya Pradesh, India.
- Please include: your name and contact details, the URL or link of the content or profile, a description of the issue, the law or policy you believe is violated, and any supporting documents. For non-consensual intimate imagery, include the link and, if possible, a description of how you are identifiable; we do not require you to send the image itself.
3. Timelines
| Type of complaint | Our commitment |
|---|---|
| All complaints | Acknowledgement within 24 hours; resolution within 15 days of receipt. |
| Requests to remove content violating Rule 3(1)(b) of the IT Rules | Action within 72 hours of receipt (except for certain categories where the 15-day timeline applies under the IT Rules). |
| Content exposing private areas, nudity, sexual acts, or impersonation including morphed images of the complainant | Removal or disabling of access within 24 hours of receipt. |
| Court orders or notices from the appropriate Government or its authorised agency | Removal or disabling of access within 36 hours, or within the time specified in the order. |
| Lawful requests for information or assistance from authorised government agencies | Within 72 hours of receipt of the order, as required by the IT Rules. |
| Data protection requests under the DPDP Act | As soon as reasonably possible and in any case within 90 days. |
4. How We Decide
Complaints are reviewed by trained moderators against our Terms, Community Guidelines and applicable law. We may ask for more information. Where content is lawful but disputed (for example, a private disagreement or criticism), we may not remove it. Decisions are communicated with reasons.
5. Notice to Users and Appeals
When we remove content or restrict an account on our own or on a complaint, we will, where appropriate and lawful, notify the user, give the reasons and provide a reasonable opportunity to dispute the action. To appeal, use the link in the notification or write to the Grievance Officer within 30 days. Appeals are reviewed by a person not involved in the original decision.
6. Grievance Appellate Committee
If you are not satisfied with the decision of our Grievance Officer, you may appeal to the Grievance Appellate Committee constituted by the Government of India within 30 days of receiving our decision, through the portal at gac.gov.in. We will comply with the orders of the Grievance Appellate Committee.
7. Data Protection Board
For complaints about personal data, you must first exhaust our grievance redressal process. You may then approach the Data Protection Board of India under the DPDP Act.
8. Grievance Officer
| Name | Deepak Kumar Bairagi |
|---|---|
| Designation | Grievance Officer |
| grievance@hellofriend.in | |
| Address | ABNEXTGEN WEBMASTERS PRIVATE LIMITED, C/O Deepak, Scheme No. 113, Flat No. 01, Cliffton Park, Indore G.P.O., Indore - 452001, Madhya Pradesh, India |
| Working hours | Monday to Friday, 10:00 AM - 6:00 PM IST (emails accepted 24x7) |
9. Significant Social Media Intermediary Obligations
If Hello Friend reaches the threshold of registered users in India notified by the Government (currently 50 lakh), it will additionally appoint a Chief Compliance Officer, a Nodal Contact Person and a Resident Grievance Officer resident in India, publish monthly compliance reports, and comply with all other obligations under Rule 4 of the IT Rules. These details will be published here.
