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Grievance Redressal

Effective date: 30 September 2026

True Library is committed to resolving complaints quickly and fairly. This page explains how to raise a complaint about the True Library software (the "Service"), including complaints about payments, your personal data or content on the Service. It is published in line with the Information Technology Act, 2000 and the rules made under it, the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023.

1. Grievance Officer

  • Grievance Officer: Proprietor, True Library
  • Email: anand44yadav@gmail.com
  • Phone / WhatsApp: +91 96488 17847
  • Address: True Library, Muftiganj, Jaunpur, Uttar Pradesh 222170, India

2. How to raise a complaint

Email the Grievance Officer with the subject line "Grievance" and include:

  • your name, and your registered email address or mobile number;
  • the name of your library, whether you are its owner, a staff member or a student;
  • a clear description of the problem, with dates;
  • the Razorpay payment ID, if your complaint is about a payment;
  • any screenshots or documents that help explain the problem.

You can also call or WhatsApp the number above. We may ask you to confirm your complaint by email so that it is on record.

3. Response time

  • We acknowledge your complaint within 24 hours of receiving it.
  • We resolve it within 15 days of receiving it, and tell you what we did and why.
  • If we need more information from you, we will ask for it promptly.

We act within 24 hours on complaints about unlawful content on the Service, such as content that impersonates someone or shows a person's private images, as the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 require.

4. Complaints about your library

If you are a student and your complaint is about your library's own services, such as seats, fees, refunds of fees or the behaviour of its staff, please contact your library first, because the library runs these. For complaints about your personal data, you can contact your library, which controls student data, and we will help the library resolve it. If the problem is with the True Library software itself, contact us directly.

5. If you are not satisfied

If you are not satisfied with how we resolved your complaint, you may approach:

  • the Data Protection Board of India, for complaints about personal data, after using the process on this page;
  • the National Consumer Helpline (call 1915 or visit https://consumerhelpline.gov.in), for consumer complaints;
  • any other authority or court that has jurisdiction under the law.