Grievance Redressal Mechanism
Last Updated: March 2026 | Dedicated institutional framework for prompt dispute and complaint resolution
Manoj Harish Chand
Managing Trustee & Grievance Officer | PASHUPATINATH MAHADEV GOSHALA CHARITABLE TRUST
Shri Pashupatinath Gaushala Dham, Thane - 400601, Maharashtra, India
1. Institutional Redressal Mandate
In compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Section 8 of the Digital Personal Data Protection Act, 2023, PASHUPATINATH MAHADEV GOSHALA CHARITABLE TRUST provides this dedicated Grievance Redressal framework to ensure that grievances raised by web visitors, donors, volunteers, and the public are handled transparently, impartially, and within strict statutory timelines.
2. Scope of Entertainable Grievances
The Grievance Officer is authorized to adjudicate complaints relating to:
Requests for data correction, erasure, withdrawal of consent, unauthorized disclosure, or compliance under the DPDP Act 2023.
Discrepancies in 80G tax receipt generation, Form 10BE filing errors, duplicate debits, or refund request escalations.
Objections to multimedia, clinical rescue documentation, blog publications, or alleged intellectual property infringement.
Inquiries regarding on-site animal treatment ethics, volunteer coordination, or scheduled temple visits.
3. Step-by-Step Escalation Matrix & Statutory SLA
Grievance Submission
Complainant submits an email to ppnmgaushala@gmail.com detailing the nature of the issue, date of occurrence, relevant receipts/screenshots, and preferred resolution.
Formal Acknowledgement (Within 24–48 Hours)
The Grievance Desk issues an official acknowledgement slip with a unique Grievance Reference Number (GRN) within 48 business hours as prescribed by IT Rules 2021.
Investigation & Internal Audit
The Grievance Officer convenes with the relevant department (Accounts, IT Infrastructure, or Sanctuary Veterinary Head) to review logs, bank reconciliations, or content records.
Statutory Resolution & Closure (Within 15 Calendar Days)
A comprehensive, written resolution letter explaining the findings and corrective actions taken is dispatched to the complainant within 15 calendar days of receipt.
4. Statutory Appellate Remedy
If the complainant is unsatisfied with the resolution rendered by the Trust Grievance Desk:
- Data Privacy Complaints: The complainant may lodge an appeal with the Data Protection Board of India pursuant to the provisions of the DPDP Act, 2023.
- Charitable Trust Governance: The complainant may approach the Office of the Charity Commissioner, Thane Region, Maharashtra under the Mumbai Public Trust Act, 1950.
- Consumer & Financial Claims: Legal disputes remain subject to the territorial jurisdiction of the competent civil courts situated in Thane and Mumbai, Maharashtra.