Core agreements
Grievance and Complaints Policy
How to complain about a decision, a piece of content, or our handling of your data, what we commit to in response, and where to go if we do not resolve it.
- Version
- v1.0
- Effective
- Contents
- 9 sections · 54 clauses
- Document ref.
- WGN-LEGAL-GRIEVANCE-V1.0
The PDF is a watermarked controlled copy. If it differs from this page, this page governs.
At a glance
A plain-language summary. The numbered clauses below are what legally applies.
- One address for everything: legal@lacspace.com. Acknowledged in 3 working days.
- Decided within 21 days, by someone who did not make the original decision.
- Free, and you do not need a lawyer or a particular form of words.
- You can escalate internally once, then externally to the authorities.
- We never retaliate for a complaint made in good faith.
1. Scope
- 1.1
This policy covers complaints about content on the Service, about an enforcement decision, about the handling of your personal data, and about our conduct generally.
- 1.2
It is available to any person, whether or not they hold an account.
- 1.3
It is free. No fee is charged at any stage.
- 1.4
You do not need a lawyer, a particular form of words, or a template.
- 1.5
A complaint may be made in English or Nepali.
- 1.6
This policy does not replace any legal right you hold, and using it does not prevent you exercising one.
2. How to complain
- 2.1
Send your complaint to legal@lacspace.com with "Complaint" in the subject line.
- 2.2
Tell us what happened, when, and what outcome you are seeking.
- 2.3
Include a link to any content or decision involved.
- 2.4
Include a reference number if you have one from an earlier notice.
- 2.5
Where the complaint concerns abuse or safety, use abuse@lacspace.com instead so that it is prioritised.
- 2.6
Where it concerns a security issue, use security@lacspace.com.
- 2.7
Complaints may also be sent by post to the registered office at Bhimsengola, Sinamangal, Kathmandu, Bagmati Province, Nepal.
3. What we commit to
- 3.1
We acknowledge every complaint within three working days.
- 3.2
We give the complaint a reference number, which you should quote in later correspondence.
- 3.3
We tell you who is handling it.
- 3.4
We reach a decision within twenty-one days of acknowledgement.
- 3.5
Where a complaint is complex and will take longer, we tell you before the twenty-one days expire, explain why, and give a revised date.
- 3.6
A complaint about an enforcement decision is decided by a person who was not involved in that decision.
- 3.7
We give reasons that engage with the points you raised, rather than restating the policy.
- 3.8
We tell you what, if anything, we have changed as a result.
4. Escalation
- 4.1
If you are not satisfied with the outcome, you may escalate once, within thirty days, by replying and asking for escalation.
- 4.2
An escalated complaint is reviewed by a senior person who was not involved at either earlier stage.
- 4.3
An escalation is decided within twenty-eight days.
- 4.4
The escalation decision is our final internal position.
- 4.5
We tell you at that point what external routes remain open to you.
5. External routes
- 5.1
A complaint about personal data may be taken to the relevant authority in Nepal under the Individual Privacy Act 2075.
- 5.2
A complaint about content that is unlawful may be taken to the Nepal Police Cyber Bureau.
- 5.3
A complaint about a consumer matter may be taken to the relevant consumer protection authority.
- 5.4
A copyright dispute may be pursued through the courts regardless of the outcome here.
- 5.5
We will not treat your use of an external route as a breach of our Terms.
- 5.6
We will provide, on request, a written record of the complaint and our decision, for use in an external process.
6. What we will not do
- 6.1
We will not retaliate against you for making a complaint in good faith.
- 6.2
We will not close or restrict your account because you complained.
- 6.3
We will not require you to waive any right as a condition of resolving a complaint.
- 6.4
We will not require confidentiality as a condition of a remedy.
- 6.5
We will not disclose your identity to a person you complained about, except where the law requires it.
- 6.6
We will not charge you.
7. Vexatious and repeated complaints
- 7.1
We may decline to process a complaint that repeats one already decided, where no new evidence is offered.
- 7.2
We may decline to process a complaint made in order to harass a person or our staff.
- 7.3
Where we decline, we say so in writing and explain why.
- 7.4
Declining a complaint does not affect your external routes.
- 7.5
A person whose complaints are consistently vexatious may be restricted to a single written channel.
8. What helps us decide quickly
- 8.1
A direct link to the content or the notice you are complaining about.
- 8.2
The date and approximate time the thing you are complaining about happened.
- 8.3
The reference number from any notice you received.
- 8.4
A screenshot, where the content has since been removed or edited.
- 8.5
A clear statement of the outcome you want, which is often the fastest route to getting it.
- 8.6
Anything you believe we got factually wrong, identified specifically rather than generally.
9. Records
- 9.1
We record every complaint, its reference, the decision and the date.
- 9.2
Complaint records are retained for five years.
- 9.3
You may request the record relating to your own complaint.
- 9.4
We review complaint patterns periodically to identify policy or product problems.
- 9.5
We may publish aggregate statistics containing no personal data.
Version history
Every change to this document is recorded here, so amendments can be inspected rather than taken on trust.
v1.0 ·
- Initial publication.
- Fixed acknowledgement at 3 working days, decision at 21 days and escalation at 28.
- Committed to escalation being handled by someone uninvolved at both earlier stages.
- Committed to no confidentiality condition and no waiver as a condition of remedy.