PLEASE READ THESE TERMS CAREFULLY. By registering on, accessing, or submitting a complaint through the Namma Complaint portal, you confirm that you have read, understood and agreed to be legally bound by these Terms and Conditions. If you do not agree with any part of these Terms, you must not use the Platform.
1. About the Platform and the Operator
1.1 “Namma Complaint” (the “Platform”) is a citizen grievance reporting portal owned and operated by Namma Mysore Foundation® (the “Foundation”, “we”, “us” or “our”), a not-for-profit organization registered as a public charitable trust in Mysuru, Karnataka, and certified under ISO standards.
1.2 The Platform allows members of the public to report civic, environmental, sanitation, heritage, wildlife, waste-management and related public-interest issues so that they can be documented, verified and escalated to the appropriate authority or agency.
1.3 These Terms and Conditions (“Terms”), read together with our Privacy Policy, form the entire agreement between you and the Foundation in relation to your use of the Platform.
1.4 Registered address for correspondence:Namma Mysore Foundation,957/1A/Ch 29/1A, 3rd Main, Sheshadri Iyer Road, Lakshmipuram, Chamaraja Mohalla, Mysuru - 570004, Karnataka. Website: nammacomplaint.com Email: nammacomplaint@gmail.com.
2. Definitions
2.1 “User”, “you” or “your” means any person who accesses the Platform, creates an account, or submits a Complaint.
2.2 “Complaint” means any grievance, report, observation or information submitted by you through the Platform, together with all text, images, videos, audio, documents, location data and other material accompanying it.
2.3 “Content” means all material uploaded, submitted, transmitted or made available by you on or through the Platform.
2.4 “Authority” means any government department, municipal or civic body, statutory board, regulator, police authority, court, tribunal or other competent agency to which a Complaint may be escalated.
3. Acceptance of These Terms
3.1 You accept these Terms by ticking the acceptance checkbox displayed at the time of registration or Complaint submission, or by otherwise using the Platform. Acceptance is a mandatory precondition to submitting a Complaint.
3.2 Your electronic acceptance constitutes a valid and binding agreement under the Information Technology Act, 2000 and the Indian Contract Act, 1872, and has the same legal effect as a signed writing.
3.3 The Foundation will retain an electronic record of your acceptance, including the date, time and system-generated log of such acceptance.
4. Eligibility
4.1 You must be at least 18 years of age and competent to contract under Indian law to register an account or submit a Complaint.
4.2 If you are below 18 years of age, you may use the Platform only through, and under the supervision of, a parent or lawful guardian who accepts these Terms on your behalf and assumes responsibility for your Complaint.
4.3 You must not use the Platform if you have previously been suspended or removed by the Foundation, unless we have expressly reinstated you in writing.
5. Nature of the Service — Important Notice
5.1 The Foundation is not a government body, statutory authority, police agency, or official grievance redressal machinery. The Platform is a voluntary, public-interest facilitation service operated by a charitable trust.
5.2 Submitting a Complaint on the Platform does not constitute the filing of a First Information Report, a police complaint, a statutory petition, a Right to Information application, or any formal legal proceeding. It does not interrupt, extend or preserve any period of limitation applicable to any legal remedy available to you.
5.3 The Foundation makes no representation, promise or guarantee that any Complaint will be investigated, acted upon, escalated, resolved, or resolved within any particular timeframe. Action on a Complaint depends on the discretion, capacity and statutory powers of the relevant Authority, over which the Foundation has no control.
5.4 The Foundation reserves the absolute discretion to decide which Complaints it takes up, escalates, aggregates for advocacy purposes, or declines, without being required to give reasons.
5.5 Nothing on the Platform, and no communication from the Foundation or its volunteers, constitutes legal, technical, medical, environmental or professional advice, and it must not be relied upon as such.
6. Not an Emergency Service
6.1 The Platform is not monitored around the clock and must never be used to report an emergency. In any situation involving danger to life, personal safety, fire, medical emergency, or an ongoing crime, contact the emergency services immediately on 112, the police on 100, fire services on 101, or ambulance services on 108.
6.2 The Foundation accepts no liability whatsoever for any loss, injury, damage or harm arising from the use of the Platform in place of contacting the appropriate emergency service.
7. Truthfulness and Accuracy of Information
7.1 You must provide accurate, honest and complete facts. Every statement of fact in your Complaint must be true to your personal knowledge, or, where based on information received from another person, must be clearly identified as such.
7.2 You must not exaggerate, distort, fabricate, or selectively omit material facts in a manner that creates a misleading impression.
7.3 You must not submit a Complaint that you know, believe, or have reason to believe to be false, or that is submitted for an ulterior purpose such as harassment, business rivalry, personal vendetta, land or property disputes, electoral advantage, or extortion.
7.4 Falsifying information can lead to account suspension or legal action. Without limiting any other remedy, the Foundation may suspend or permanently terminate your account, delete your Content, refuse future submissions, and report the matter to the appropriate Authority.
7.5 You acknowledge that knowingly furnishing false information may attract civil and criminal consequences under Indian law, including but not limited to the provisions of the Bharatiya Nyaya Sanhita, 2023 relating to furnishing false information to a public servant, making a false charge with intent to injure, criminal intimidation and defamation, and the provisions of the Information Technology Act, 2000.
7.6 Where you correct or withdraw an inaccurate statement promptly and in good faith, the Foundation may, at its discretion, take that into account.
8. Identity Verification
8.1 You must use your real name and valid contact details. You are required to provide your full legal name, an active mobile number, and a valid email address at the time of registration or submission.
8.2 Anonymous complaints are often rejected. The Foundation may decline to process, escalate or act upon any Complaint submitted anonymously, pseudonymously, or with contact details that cannot be verified.
8.3 You consent to reasonable verification of your identity and contact details, including verification by one-time password sent to your mobile number or email address, and to being contacted for clarification regarding your Complaint.
8.4 You must not impersonate any other person, use another person's identity or contact details, create multiple accounts to submit duplicate Complaints, or misrepresent your affiliation with any person, organisation or Authority.
8.5 You are solely responsible for maintaining the confidentiality of your account credentials and for all activity carried out under your account. Notify us immediately at nammacomplaint@gmail.com if you suspect unauthorised use.
8.6 Where you request that your identity not be disclosed to the person or entity complained against, the Foundation will make reasonable efforts to honour that request, subject always to Clause 16 (Limits of Confidentiality). No absolute assurance of anonymity is given or implied.
9. Respectful Language and Prohibited Content
9.1 Your submission must not contain political content, profanity, threats, defamation, or hate speech. Complaints must be factual, measured and issue-focused.
9.2 Without limiting the above, you must not submit Content that:
- is obscene, vulgar, pornographic, sexually explicit, or paedophilic;
- promotes or incites hatred, hostility or violence on grounds of religion, race, caste, community, sex, gender, place of birth, language, disability or any other ground;
- contains threats, intimidation, stalking, harassment, or incitement to any offence;
- is defamatory, libellous, or injurious to the reputation of any identifiable person or organisation, or which makes allegations of criminality or corruption without a reasonable factual basis;
- constitutes political campaigning, party propaganda, electioneering, or promotion of any candidate, party or ideology;
- is commercial advertising, solicitation, spam, or promotion of goods or services;
- contains malicious code, viruses, or anything designed to disrupt the Platform or any connected system;
- is contemptuous of any court, or which relates to a matter that is sub judice in a manner likely to prejudice proceedings; or
- is otherwise unlawful under the laws of India.
9.3 The Foundation is entitled, but not obliged, to review, moderate, edit for clarity, redact, or remove any Content that in its sole opinion breaches this Clause, without prior notice and without liability.
9.4 You must treat the Foundation's staff, volunteers, moderators and other Users with courtesy. Abusive, threatening or persistently vexatious conduct towards them is a ground for immediate termination of your account.
10. Data Privacy and Consent
10.1 You consent to the Foundation processing, storing and sharing your data internally to investigate the issue. This includes collection, recording, organisation, storage, retrieval, use, analysis and internal disclosure of your personal data and Complaint data.
10.2 You further consent to the Foundation disclosing your Complaint, and such of your personal data as is reasonably necessary, to:
- the relevant Authority to which the Complaint is escalated;
- field volunteers, verification teams and project partners of the Foundation engaged in acting on the Complaint;
- service providers who host, secure or maintain the Platform, under appropriate confidentiality obligations; and
- any person to whom disclosure is required by law, court order, or the direction of a competent Authority.
10.3 The Foundation processes personal data in accordance with the Digital Personal Data Protection Act, 2023 and applicable rules, on the basis of the consent you give under these Terms, and limits processing to the purposes stated in these Terms and the Privacy Policy.
10.4 The Foundation may publish, share or use Complaint data in aggregated, anonymised or de-identified form for research, statistical analysis, dashboards, awareness campaigns, funding proposals, annual reports and public advocacy. Such use does not identify you personally.
10.5 Complaint records will be retained for so long as is necessary for the purposes stated, for statutory or audit requirements, and for the establishment or defence of legal claims, after which they will be deleted or anonymised.
10.6 You may withdraw your consent, or request access to, correction of, or erasure of your personal data, by writing to the Grievance Officer named in Clause 24. Withdrawal of consent will operate prospectively; it will not affect processing already lawfully carried out, will not require recall of a Complaint already escalated to an Authority, and may make it impossible for the Foundation to continue processing your Complaint.
10.7 You must not submit the personal data of any third party unless it is directly relevant to the Complaint and you are lawfully entitled to share it. You are responsible for any third-party personal data you choose to include.
10.8 While the Foundation applies reasonable security safeguards, no system is completely secure, and the Foundation does not warrant that transmission or storage of data will be free from unauthorised access, loss or interception.
11. Intellectual Property and Uploaded Evidence
11.1 Any evidence you upload — such as screenshots, photographs, videos, audio recordings or documents — must belong to you and must not violate anyone else's copyright, trademark, design right, moral right, or other intellectual property right.
11.2 You confirm that you are the author or lawful owner of all Content you upload, or that you have obtained all necessary rights, licences and permissions to upload it and to grant the licence in Clause 11.3.
11.3 You retain ownership of your Content. You grant the Foundation a worldwide, royalty-free, non-exclusive, sub-licensable and irrevocable licence to store, reproduce, adapt, redact, translate, publish, transmit and display your Content for the purposes of investigating, verifying, escalating, documenting and reporting on the Complaint, and for the Foundation's awareness, advocacy, research, reporting and fundraising activities, in each case in a manner consistent with these Terms.
11.4 The Foundation may credit you as the source of Content where appropriate, or may omit such credit where you have requested anonymity or where omission is otherwise appropriate.
11.5 All rights in the Platform itself — including its name, logo, marks, design, layout, text, graphics, software and databases — vest in the Foundation or its licensors. You may not copy, scrape, reverse engineer, republish or commercially exploit any part of the Platform without our prior written permission.
11.6 “Namma Mysore Foundation®”, “Namma Complaint” and the Foundation's tagline and logo are proprietary marks. No right to use them is granted by these Terms.
11.7 If you believe that Content on the Platform infringes your intellectual property rights, notify the Grievance Officer under Clause 24 with details of the work, the allegedly infringing material, and proof of your rights. We will act on valid notices expeditiously.
12. Safe and Lawful Collection of Evidence
12.1 You must not trespass on private property, enter restricted or hazardous areas, obstruct public servants, or breach any law, order or prohibition while collecting evidence for a Complaint.
12.2 You must not place yourself or any other person at risk of harm. The Foundation does not ask, authorise or expect any User to take a personal risk to document an issue, and accepts no responsibility for any injury, loss or liability arising from your evidence-gathering activity.
12.3 You must not photograph or record inside places where a person has a reasonable expectation of privacy, or in any location where photography is prohibited by law or by the occupier.
12.4 You act independently and at your own risk. Nothing in these Terms creates any relationship of employment, agency, partnership, joint venture, volunteering engagement or authorisation between you and the Foundation, and you must not represent yourself as acting for or on behalf of the Foundation.
13. Third-Party Privacy in Images and Recordings
13.1 Where your Content shows identifiable individuals who are not the subject of the Complaint, you should mask or blur their faces before uploading, unless their appearance is necessary to establish the complaint.
13.2 You must not upload images or recordings of children in a manner that identifies them, and must not upload images of any person in a degrading, humiliating or intrusive situation.
13.3 You must redact vehicle registration numbers, identity documents, bank details, addresses, phone numbers and similar identifiers that are not essential to the Complaint.
13.4 The Foundation may itself redact, blur or withhold parts of your Content before any onward sharing or publication, and may decline Content that cannot be adequately anonymised.
14. False, Malicious, Duplicate and Frivolous Complaints
14.1 The Foundation takes the integrity of the Platform seriously. A Complaint found to be false, fabricated, malicious, defamatory, or filed for an ulterior motive may result in any or all of the following:
- immediate removal of the Complaint and associated Content;
- suspension or permanent termination of your account and blocking of your access;
- disclosure of your identity, submission and access logs to the affected person or to the appropriate Authority;
- a formal complaint or report by the Foundation to the police or other Authority; and
- recovery from you of any loss, cost, expense or liability suffered by the Foundation as a result.
14.2 Duplicate, repetitive, automated, bulk or trivial submissions, and submissions designed to overwhelm the Platform or a particular Authority, may be consolidated, closed or rejected without notice.
14.3 The Foundation may maintain an internal record of Users whose accounts have been terminated for abuse, and may decline future registration by such Users.
15. Publication, Escalation and Reporting
15.1 You acknowledge that a Complaint may be forwarded in whole or in part to the person, contractor, establishment or Authority concerned, and that this may identify the subject matter, location and, where necessary, the complainant.
15.2 The Foundation may publish Complaint summaries, statistics, dashboards, maps and case studies. Where a Complaint is published in identifiable form, the Foundation will use reasonable judgement as to fairness and accuracy, but you remain the author and originator of the factual allegations you make.
15.3 The Foundation does not verify, endorse or adopt the truth of any allegation contained in a Complaint merely by receiving, storing, forwarding or publishing it.
16. Limits of Confidentiality
16.1 The Foundation will treat your personal data with reasonable care, but cannot guarantee confidentiality in every circumstance.
16.2 Your identity, Complaint and associated records may be disclosed where disclosure is required by law, by an order of a court or tribunal, by a summons or notice from a police or investigating agency, or by any other lawful direction of a competent Authority, and the Foundation may make such disclosure without prior reference to you where it is not permitted to notify you.
16.3 Where a Complaint results in legal or regulatory proceedings, you may be called upon by the Authority concerned to give a statement or evidence. That obligation arises from law and not from the Foundation, and the Foundation has no power to relieve you of it.
17. No Fee and Anti-Corruption
17.1 The Platform is provided free of charge. The Foundation does not charge, and will never demand, any fee, deposit, donation or consideration for registering, submitting, prioritising, escalating or resolving a Complaint.
17.2 You must not offer any payment, gift or inducement to any staff member, volunteer or associate of the Foundation, or to any public servant, in connection with a Complaint.
17.3 If any person demands money or any other benefit in the name of the Foundation or the Platform, report it immediately to the Grievance Officer under Clause 24.
18. Acceptable Use of the Platform
18.1 You must not attempt to gain unauthorised access to the Platform, any account, server or network connected to it, or any data not intended for you.
18.2 You must not use bots, scrapers, crawlers or other automated means to access, harvest data from, or submit Complaints to the Platform.
18.3 You must not interfere with the proper working of the Platform, including by denial-of-service activity, injection of malicious code, or circumvention of security or rate-limiting measures.
18.4 You must comply with all applicable Indian laws in your use of the Platform.
19. Rights Reserved by the Foundation
19.1 The Foundation may, at any time and at its sole discretion, and without liability: moderate, edit, redact, reclassify, merge, close, reject or remove any Complaint or Content; withhold escalation of a Complaint; suspend, restrict or terminate any account; and modify, suspend or discontinue all or part of the Platform.
19.2 The Foundation is under no obligation to pre-screen Content, and the absence of moderation of any particular item does not imply approval of it.
20. Disclaimer of Warranties
20.1 The Platform and all services on it are provided on an “as is” and “as available” basis. To the fullest extent permitted by law, the Foundation disclaims all warranties, express or implied, including as to merchantability, fitness for a particular purpose, accuracy, completeness, non-infringement, uninterrupted availability and freedom from error or defect.
20.2 The Foundation does not warrant that the Platform will be available at all times, that defects will be corrected, or that data will not be lost.
20.3 The Foundation is not responsible for the acts, omissions, decisions, delays or conduct of any Authority, contractor, or third party to whom a Complaint is escalated.
21. Limitation of Liability
21.1 To the fullest extent permitted by law, the Foundation, its trustees, office bearers, employees, volunteers, partners, advisors and agents shall not be liable for any indirect, incidental, special, punitive or consequential loss or damage, or for any loss of profit, income, opportunity, goodwill, reputation or data, arising out of or in connection with the Platform or any Complaint, whether in contract, tort, statute or otherwise, and whether or not the possibility of such loss was foreseeable.
21.2 Without limiting Clause 21.1, the Foundation shall not be liable for: any failure or delay by an Authority to act on a Complaint; any outcome of any investigation or proceeding; any retaliation, hostility or harm directed at you by any third party as a consequence of your Complaint; any loss arising from your evidence-gathering activity; or any unauthorised access to data occurring despite reasonable security safeguards.
21.3 Because the Platform is provided free of charge as a charitable public service, the total aggregate liability of the Foundation to you in respect of all claims arising out of or in connection with these Terms or the Platform shall not exceed Indian Rupees One Thousand (INR 1,000).
21.4 Nothing in these Terms excludes or limits any liability which cannot lawfully be excluded or limited under Indian law.
22. Indemnity
22.1 You agree to indemnify, defend and hold harmless the Foundation, its trustees, office bearers, employees, volunteers, partners and agents from and against all claims, demands, actions, proceedings, damages, penalties, losses, costs and expenses (including reasonable legal fees) arising out of or relating to:
- any Complaint or Content submitted by you, including any allegation that it is false, defamatory, infringing, or in breach of any person's privacy;
- your breach of these Terms or of any applicable law; and
- any claim brought by a third party in connection with your use of the Platform.
22.2 The Foundation will notify you of any such claim and may, at its option, conduct the defence of it, with your reasonable cooperation and at your cost.
23. Third-Party Links and Services
23.1 The Platform may contain links to, or integrations with, third-party websites, maps, analytics tools or government portals. The Foundation does not control these and is not responsible for their content, availability, security or privacy practices.
23.2 Your use of any third-party service is governed by that party's own terms and privacy policy.
24. Grievance Redressal
24.1 In accordance with the Information Technology Act, 2000 and the rules made thereunder, the Foundation has appointed a Grievance Officer for complaints concerning the Platform, its Content, or the handling of your personal data:
Grievance Officer: Namma Mysore Foundation
Namma Mysore Foundation®, Namma Mysore Foundation,957/1A/Ch 29/1A, 3rd Main, Sheshadri Iyer Road, Lakshmipuram, Chamaraja Mohalla, Mysuru - 570004, Karnataka.
Email: nammacomplaint@gmail.com Telephone: +91 90715 50909
Working hours: 9:00 AM to 5:00 PM, Monday to Friday, excluding public holidays
24.2 The Grievance Officer will acknowledge a grievance within twenty-four (24) hours of receipt and will endeavour to dispose of it within fifteen (15) days.
24.3 Requests for removal of Content, correction of personal data, or withdrawal of consent should be addressed to the Grievance Officer with sufficient particulars to identify the Complaint concerned.
25. Suspension and Termination
25.1 You may close your account at any time by written request to the Grievance Officer. Closure does not withdraw Complaints already escalated to an Authority, and does not affect records the Foundation is required to retain.
25.2 The Foundation may suspend or terminate your access immediately, with or without notice, if you breach these Terms, if required by law, or if your conduct exposes the Foundation or any third party to risk or liability.
25.3 Clauses 10, 11.3, 14, 16, 20, 21, 22, 27 and 28 survive termination.
26. Amendment of These Terms
26.1 The Foundation may amend these Terms from time to time. The amended Terms will be posted on the Platform with a revised version number and effective date.
26.2 Material changes will, where practicable, be notified to registered Users by email or on-screen notice. Continued use of the Platform after the effective date constitutes acceptance of the amended Terms.
26.3 The version of these Terms in force at the time of submission governs that Complaint.
27. Governing Law and Jurisdiction
27.1 These Terms and any dispute or claim arising out of or in connection with them, the Platform, or any Complaint, are governed by and construed in accordance with the laws of India.
27.2 The courts at Mysuru, Karnataka, India shall have exclusive jurisdiction, and you irrevocably submit to that jurisdiction.
27.3 Before commencing any proceedings, the parties will attempt in good faith to resolve the dispute through the Grievance Officer for a period of thirty (30) days.
28. General
28.1 Severability. If any provision of these Terms is held invalid or unenforceable, the remaining provisions continue in full force, and the invalid provision will be read down to the minimum extent necessary to make it enforceable.
28.2 No waiver. A failure or delay by the Foundation in enforcing any provision is not a waiver of it.
28.3 Entire agreement. These Terms and the Privacy Policy constitute the entire agreement between you and the Foundation regarding the Platform and supersede all prior understandings.
28.4 Assignment. You may not assign your rights under these Terms. The Foundation may assign or novate these Terms to a successor entity or project partner.
28.5 Force majeure. The Foundation is not liable for any failure or delay caused by events beyond its reasonable control, including natural disasters, epidemics, civil disturbance, power or network failure, or action of any Authority.
28.6 Language. These Terms may be made available in Kannada or other languages for convenience. In the event of any inconsistency, the English version prevails.
28.7 Headings. Headings are for convenience only and do not affect interpretation.
Annexure A — Consent Declaration for the Complaint Form
The following declaration should appear immediately above the submit button on the complaint form, with a mandatory tick-box. The complaint should not be accepted unless the box is ticked.
☐ I confirm and declare that:
- The information in this complaint is true, accurate and complete to the best of my knowledge, and I understand that submitting false information may lead to suspension of my account and legal action.
- I have submitted my real name and valid contact details, and I understand that anonymous or unverifiable complaints may be rejected.
- My submission contains no profanity, threats, defamation, hate speech or political content.
- I consent to Namma Mysore Foundation® processing, storing and sharing my data internally, and with the relevant authority, in order to investigate and escalate this issue.
- All evidence I have uploaded belongs to me and does not infringe any other person's copyright or privacy.
- I understand that Namma Mysore Foundation® is a not-for-profit trust and not a government authority, that this is not an emergency service, and that no action or outcome on my complaint is guaranteed.
- I have read and accept the Terms and Conditions and the Privacy Policy.
Recommended companion tick-box for emergencies: ☐ I understand that for any emergency I must call 112 and not use this portal.
Annexure B — Summary of User Obligations
This summary is provided for convenience only. It does not replace the full Terms above, which prevail in the event of any inconsistency.
| Obligation | What it means for you |
|---|---|
| Truthfulness | Every fact you state must be accurate, honest and complete. No exaggeration, no invented incidents. |
| Identity | Use your real name and a working mobile number and email. Anonymous or fake-identity complaints are rejected. |
| Respectful language | No profanity, threats, hate speech, caste or communal slurs, political campaigning, or personal attacks. |
| Data privacy | You consent to the Foundation processing, storing and sharing your complaint data to investigate and escalate the issue. |
| Intellectual property | Photos, videos and documents you upload must be your own and must not infringe anyone's copyright. |
| Lawful evidence | Do not trespass, do not endanger yourself, and do not record people in private spaces. |
| Third-party privacy | Mask faces, children, vehicle numbers and personal documents unless they are essential to the complaint. |
| No abuse of process | False, malicious, repeated or frivolous complaints may be reported to the authorities. |
| No fee | The service is free. Never pay anyone claiming to fast-track your complaint. |
Note on Legal Review
This document has been drafted as a comprehensive template for the Namma Complaint portal and includes protective clauses intended to limit the legal exposure of Namma Mysore Foundation®. It is not legal advice. Before publication, it should be reviewed by a qualified advocate practising in Karnataka, and the bracketed placeholders — registered address, portal URL, official email, Grievance Officer details, working hours and effective date — must be completed. A separate Privacy Policy, referenced throughout, should be published alongside these Terms.
NAMMA MYSORE FOUNDATION®
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