CONTENT REDRESSAL MECHANISM
CONTENT REDRESSAL MECHANISM
If you have any complaints or concerns with respect to the content available on Sony LIV, please write to our Grievance Officer. Receipt of a complaint will be auto acknowledged by us.
Grievance Officer
Name:Shaeesta Naqvi
Email:[email protected]
Address:Sony Pictures Networks India Pvt. Ltd.
Interface Building No.7,
Off Malad Link Road,
Malad West, Mumbai 400064
We intend to make the resolution process as quick and efficient as possible. To help us achieve this, please include the following:
Grievance Officer
Name:Shaeesta Naqvi
Email:[email protected]
Address:Sony Pictures Networks India Pvt. Ltd.
Interface Building No.7,
Off Malad Link Road,
Malad West, Mumbai 400064
We intend to make the resolution process as quick and efficient as possible. To help us achieve this, please include the following:
- Programme Title & Episode Number/Title of the Film.
- Category of the complaint - Classification of content, Age rating of the content, and/or Content related.
- Short summary of the complaint.
- Your details - Full Name, Contact Details (email id and mobile number).
NOTE -Please use customer support portal (click here) for any issues such as subscription not working, app not working on a device, unable to log into platform etc.
- Receipt of any complaint pursuant to the above will be acknowledged by us.
- Upon review of the complaint, Grievance Officer of SonyLIV (Level-I) will respond to your complaint with all particulars as soon as possible.
- SonyLIV is a member of the Self-Regulatory Body, Digital Media Content Regulatory Council (DMCRC).
- DMCRC can be reached out at[email protected]
GUIDE TO CLASSIFICATION
| Classification | Description |
|---|---|
| U | Online curated content which is suitable for children as well as people of all ages. |
| U/A 7+ | Online curated content which is suitable for persons aged 7 years and above and can be viewed by a person under the age of 7 years with parental guidance. |
| U/A 13+ | Online curated content which is suitable for persons aged 13 years and above and can be viewed by a person under the age of 13 years with parental guidance. |
| U/A 16+ | Online curated content which is suitable for persons aged 16 years and above, and can be viewed by a person under the age of 16 years with parental guidance. |
| A | Online curated content which is restricted to adults |
COMPLAINT FAQ
How do I make a complaint?
A complaint must be made to the Grievance Officer in English, Hindi or Marathi (or we request you to translate it in either of the foregoing three (3) languages). All the relevant particulars such as Programme Title, Episode Number, Film Title, must be furnished in the complaint.
What can I complain about?
You can complain regarding “classification of content”, “age rating of the content” and/or “any specific portion of content” that you have reasons to believe is in breach of the Code of Ethics provided under Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
Can I complaint about the advertisements shown on SonyLIV?
The Grievance Redressal Mechanism does not cover advertisements.
What will happen to my complaint e-mailed to Grievance Officer?
Receipt of the complaint will be auto acknowledged. The complaint will then be reviewed, verified for its validity, and accordingly responded to by us. We endeavor to complete this process efficiently and inform the complainant of our decision within fifteen (15) days of receipt of the complaint.
Is there a time Limit to receive a response?
The Grievance Officer shall make best endeavors to respond to the complainant within 15 days from the receipt of the complete complaint.
Which is the Self-Regulatory Body (Level II) of which SonyLIV is a member?
The Digital Media Content Regulatory Council (DMCRC) is the Level-II authority of which SonyLIV is currently a member.
What is the contact details of the Digital Media Content Regulatory Council (DMCRC)?
DMCRC can be reached out at[email protected]
When can I make an appeal to the Digital Media Content Regulatory Council (DMCRC)?
You may file an appeal with DMCRC when:
1. You filed a grievance with SonyLIV but you did not receive a response from the Grievance Officer within 15 days of filing the grievance; or
2. You received a response from the Grievance Officer of SonyLIV but you are not satisfied with it.
Does this mechanism cover subscription, app or any other technical issues?
No. The Grievance Officer will not respond to any such complaints. Please use the customer support portal (click here) for the same.
A complaint must be made to the Grievance Officer in English, Hindi or Marathi (or we request you to translate it in either of the foregoing three (3) languages). All the relevant particulars such as Programme Title, Episode Number, Film Title, must be furnished in the complaint.
What can I complain about?
You can complain regarding “classification of content”, “age rating of the content” and/or “any specific portion of content” that you have reasons to believe is in breach of the Code of Ethics provided under Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
Can I complaint about the advertisements shown on SonyLIV?
The Grievance Redressal Mechanism does not cover advertisements.
What will happen to my complaint e-mailed to Grievance Officer?
Receipt of the complaint will be auto acknowledged. The complaint will then be reviewed, verified for its validity, and accordingly responded to by us. We endeavor to complete this process efficiently and inform the complainant of our decision within fifteen (15) days of receipt of the complaint.
Is there a time Limit to receive a response?
The Grievance Officer shall make best endeavors to respond to the complainant within 15 days from the receipt of the complete complaint.
Which is the Self-Regulatory Body (Level II) of which SonyLIV is a member?
The Digital Media Content Regulatory Council (DMCRC) is the Level-II authority of which SonyLIV is currently a member.
What is the contact details of the Digital Media Content Regulatory Council (DMCRC)?
DMCRC can be reached out at[email protected]
When can I make an appeal to the Digital Media Content Regulatory Council (DMCRC)?
You may file an appeal with DMCRC when:
1. You filed a grievance with SonyLIV but you did not receive a response from the Grievance Officer within 15 days of filing the grievance; or
2. You received a response from the Grievance Officer of SonyLIV but you are not satisfied with it.
Does this mechanism cover subscription, app or any other technical issues?
No. The Grievance Officer will not respond to any such complaints. Please use the customer support portal (click here) for the same.
Disclosure of Information for the month of November 2024:
| SI. No. | Grievances and action taken | Number |
|---|---|---|
| 1 | Grievances pending at the beginning of the month | 0 |
| 2 | Grievances received during the month | 26 |
| 3 | Grievances disposed out of (1) above | 0 |
| 4 | Grievances disposed out of (2) above | 26 |
| 5 | Grievances pending at the end of the month (1+2-3-4) | 0 |
| 6 | Classification of grievances disposed | |
| 6 (a) | Grievances not related to Code of Ethics | 0 |
| 6 (b) | Grievances related to Code of Ethics | 0 |
| (i) Agreed to by the publisher and action taken | 0 | |
| (ii) Not agreed to by the publisher | 0 | |
| (iii) Any other action taken | 0 | |
| 7 | Orders, directions and advisories received from Central Government and Self-regulatory Bodies | |
| 7 (a) | Number of Orders, directions and advisories received | 0 |
| 7 (b) | Orders, directions and advisories compiled to | 0 |
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