If something on Nenco has gone wrong for you, we want to hear about it and put it right. This page explains how to raise a complaint with Northeast Noise Company, which operates Nenco, as provided for by the Information Technology Act 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021 (“IT Rules”), and the Digital Personal Data Protection Act 2023 (“DPDP Act”).
1. Grievance Officer
- Name
- Darshan Saikia
- Organisation
- Northeast Noise Company (operator of Nenco)
- darshan@nenoise.com
- Phone
- +91 70865 98545
- Address
- 16 Arunoday Path, Hengrabari
Guwahati 781036, Assam, India
2. What you can raise
- How we collect, use, share or store your personal data, or a data request (access, correction, erasure, nomination) that we have not handled properly.
- Content distributed through Nenco that you believe is unlawful, impersonates someone, or breaches our content policy. Copyright owners can also use the takedown procedure.
- Your account, a release, a takedown, a royalty statement or a payout, where the process in our refunds and service delivery policy has not resolved it.
- Anything else about our service or these policies.
3. How to file a grievance
Email darshan@nenoise.com with the subject line “grievance”, or call the number above and we will log it for you. Please include:
- Your name and a way to reach you (email or phone).
- The email address on your Nenco account, if you have one.
- What happened, and what you would like us to do.
- Links, release titles, ISRCs, statement periods or screenshots that help us find what you are referring to.
4. Our response times
- We acknowledge your grievance within 24 hours of receiving it, and give you a reference you can quote.
- We resolve it, or tell you what we have decided and why, within 15 days of receiving it.
- If we need more information from you, we will ask, and tell you how that affects the timeline.
5. If you are not satisfied
Reply on the same email thread with the subject line “grievance escalation” and your reference. The proprietor of Northeast Noise Company will review the decision personally.
After that, depending on what your complaint is about, you can go further:
- Personal data: once you have used our grievance process, the DPDP Act lets you complain to the Data Protection Board of India.
- Content decisions: where the IT Rules apply, you can appeal our Grievance Officer's decision to the Grievance Appellate Committee set up by the Government of India, within 30 days of that decision.
- Consumer complaints: you can contact the National Consumer Helpline or file a complaint with the consumer commission under the Consumer Protection Act 2019.
- Courts: disputes under our terms of service are subject to the jurisdiction of the courts at Guwahati, Assam.
None of this limits any other right you have under Indian law.