Regulation 12

(1) An information utility shall have a Grievance Redressal Policy to deal with any grievance from - i. any user; or ii. any other person or class of persons as may be provided by the Governing Board in respect of its services. b. The Grievance Redressal Policy shall provide for- i. the constitution of a Grievance Redressal Committee; ii. the functions of the Grievance Redressal Committee; iii. the format and manner for filing grievances; iv. maximum time and format for acknowledging receipt of a grievance; v. maximum time for the disposal of the grievance by way of dismissal, resolution or the initiation of mediation; vi. details of the mediation mechanism; vii. provision of a report of the grievance and mediation proceedings to the parties to the grievance upon dismissal or resolution of the grievance; viii. action to be taken in case of malicious or false complaints; ix. maintenance of a register of grievances received and resolutions arrived at; x. disclosure of receipt and disposal of grievances to the public in the form and manner directed by the Board; xi. periodic reporting of the receipt and disposal of grievances to the Governing Board; and xii. periodic review of the Grievance Redressal Mechanism by the Governing Board.