Travelxp | Linear Television
Travelxp
Grievance Redressal Policy
Linear Television Channels - India
Effective date 27 August 2026 | Policy owner Grievance Officer |
Applicable channels Travelxp linear television channels in India | Complaint category Programme Code and Advertising Code |
This Policy explains how viewers may submit grievances or complaints concerning programmes or advertisements broadcast on Travelxp's linear television channels in India and how Travelxp will process them at Level I.
It is intended to operate in accordance with the Cable Television Networks (Regulation) Act, 1995, the Cable Television Networks Rules, 1994, as amended, and the Programme Code and Advertising Code prescribed thereunder.
1. Purpose and Scope
This Policy applies to content broadcast on Travelxp's linear television channels in India, including Travelxp HD, Travelxp India and Travelxp Tamil, to the extent such content is governed by the Programme Code or Advertising Code.
This Policy does not govern complaints relating solely to Travelxp's OTT service, travel bookings, subscriptions, payments, privacy or data-protection requests, employment matters, distribution arrangements or other commercial services. Those matters should be raised through the contact or policy applicable to the relevant service.
This Policy does not govern complaints relating solely to Travelxp's OTT service, travel bookings, subscriptions, payments, privacy or data-protection requests, employment matters, distribution arrangements or other commercial services. Those matters should be raised through the contact or policy applicable to the relevant service.
2. Grievance Officer
Complaints concerning linear television programmes or advertisements may be submitted to:
| Grievance Officer | Ms Nirmala Agate |
| grievances@travelxp.tv | |
| Postal address | Travelxp, 5th Floor, Tech Web Centre, Link Road, Oshiwara, Mumbai, Maharashtra 400102, India |
| Subject line | Linear TV Content Complaint - [Channel / Programme] |
| Applicable content | Programme or advertisement broadcast on a Travelxp linear television channel in India |
3. Information to Include
To enable Travelxp to identify and examine the broadcast, the complaint should include:
- the complainant's full name and contact details;
- the name of the Travelxp channel;
- the programme, episode, segment or advertisement concerned;
- the date and approximate time of broadcast;
- a clear description of the alleged violation of the Programme Code or Advertising Code; and
- any relevant screenshots, recordings or supporting material lawfully available to the complainant.
Travelxp may request reasonable clarification or additional information where required to identify the broadcast or understand the grievance. Complainants should not send passwords, OTPs, complete payment-card details or unrelated sensitive personal information.
4. Level-I Complaint Resolution Process
- Acknowledgement: Travelxp will generate and issue an acknowledgement within 24 hours of the complaint being filed.
- Review: The Grievance Officer will identify and review the relevant broadcast and assess the complaint against the applicable Programme Code or Advertising Code.
- Clarification: Travelxp may seek further information from the complainant where reasonably necessary, without prejudice to the applicable statutory timeline.
- Decision: Travelxp will dispose of the complaint and communicate its decision to the complainant within 15 days of receiving the complaint.
- Action: Where appropriate, Travelxp may take corrective or preventive steps consistent with applicable law, the nature of the grievance and the circumstances of the broadcast.
5. Advertising Complaints
Where a complaint relates to an advertising code laid down by the Advertising Standards Council of India (ASCI), the complaint may also be addressed to ASCI in accordance with its applicable procedure. ASCI's current complaint mechanism is available at www.ascionline.in.
6. External Statutory Remedies and Government Oversight
If a complainant does not receive Travelxp's decision within the prescribed period or is dissatisfied with the response, the complainant may pursue remedies available under the Cable Television Networks (Regulation) Act, 1995 and the Cable Television Networks Rules, 1994.
The Central Government maintains an oversight mechanism through the Ministry of Information and Broadcasting. Under the Rules, the Central Government may refer grievances, complaints or other matters concerning an alleged violation of the Programme Code or Advertising Code to the Inter-Departmental Committee where it considers such reference necessary. Government consideration of any complaint or reference is governed by the applicable law and procedure. Nothing in this Policy represents that every complaint submitted directly to the Ministry will automatically be treated as an appeal or referred to the Inter-Departmental Committee.
The Central Government maintains an oversight mechanism through the Ministry of Information and Broadcasting. Under the Rules, the Central Government may refer grievances, complaints or other matters concerning an alleged violation of the Programme Code or Advertising Code to the Inter-Departmental Committee where it considers such reference necessary. Government consideration of any complaint or reference is governed by the applicable law and procedure. Nothing in this Policy represents that every complaint submitted directly to the Ministry will automatically be treated as an appeal or referred to the Inter-Departmental Committee.
Interim Level-II clarification. Travelxp is presently processing grievances through its internal Level-I mechanism. No registered Level-II self-regulatory body is designated in this Policy while Travelxp's membership is being formalised. The relevant Level-II details will be published once membership is confirmed. This clarification does not restrict any remedy otherwise available under applicable law.
7. Records, Disclosure and Retention
Travelxp may maintain records of complaints, acknowledgements, supporting material, responses and action taken for compliance, audit and dispute-resolution purposes, subject to applicable law.
Travelxp will make the disclosures concerning grievances, disposal, responses and action taken that are required under the applicable Rules and will update such information at the prescribed intervals.
Travelxp will preserve records of content broadcast by it for at least 90 days, or for any longer period required under applicable law or in connection with a pending complaint, direction, investigation or proceeding.
8. No Restriction of Statutory Rights
Nothing in this Policy limits or excludes a complainant's right to approach any competent statutory, regulatory or judicial authority in accordance with applicable law. If any provision of this Policy conflicts with a mandatory requirement of law, the mandatory requirement will prevail.
9. Updates to this Policy
Travelxp may revise this Policy to reflect changes in law, regulatory requirements, internal procedures, contact details or Level-II membership. The revised Policy will take effect from the date stated in the updated version.