Complaint Box – Brand Response & Participation Policy

• View complaints tagged to them
• Respond on the platform
• Submit resolution proof or status updates
• Request anonymized complaint insights

Access may require verification of authorized representatives.

• Respond professionally and respectfully
• Acknowledge and address issues submitted by consumers
• Provide resolution or next steps where possible
• Maintain privacy and confidentiality of data
• Avoid any form of retaliation against consumers

• Harass, threaten, or intimidate users
• Request users to delete complaints as a condition for resolution
• Submit fake or misleading resolution claims
• Manipulate response statistics or identity
• Spam users with sales or promotional messaging

Violation may result in removal of brand access.

• Brands are encouraged to respond within 72 hours
• Response times contribute to Brand Responsiveness Score
• Faster resolution improves brand score and visibility in insights

If brands believe a complaint is:

• Wrongly attributed
• Duplicate
• Fraudulent or inaccurate

They may request a review by submitting supporting evidence. The platform retains final editorial and scoring discretion.

Brand interactions impact metrics such as:

• Response Rate
• Resolution Rate
• Average Resolution Time
• Consumer Sentiment Index

Complaint Box is independent. Scores are algorithmic and transparent.

If a complaint involves:

• Fraud
• Safety issues
• Legal violations

We may guide users to formal authorities or consumer courts.

Brands receive no user contact details unless:

• User consents, OR
• It is necessary for resolution support

All platform activity is logged to ensure compliance.

Brands violating policy may face:

• Limited access
• Suspension
• Permanent removal

Serious cases may be reported to authorities.