Introduction
India’s platform-based gig economy has expanded rapidly, with millions earning through app-based and digital platforms while remaining outside traditional labor law protections. As per NITI Aayog (2022), the workforce is projected to grow from 7.7 million in 2020–21 to 23.5 million by 2029–30, underscoring its growing economic significance. At the same time, the sector continues to face challenges including income volatility, delayed or reduced payments, lack of job security, arbitrary account suspension or deactivation, unfair penalties, and unsafe working conditions
In response to these challenges, the Government of Karnataka, on 1st of May 2026, introduced India’s first dedicated digital grievance redressal mechanism for platform-based gig workers through the Integrated Public Grievance Redressal System (IPGRS).
Who Qualifies as a Platform-Based Gig Worker?
The Code on Social Security, 2020 defines a “gig worker” (Section 2(35)) as a person engaged in work outside the traditional employer–employee relationship, and a “platform worker” (Section 2(61)) as one undertaking platform work. “Platform work” (Section 2(60)) refers to digitally mediated arrangements where individuals or organizations provide services or perform tasks through online platforms for payment.
Thus, platform-based gig workers are individuals engaged in non-traditional, digitally mediated work arrangements outside conventional employment structures, facilitated through online platforms.
From Complaint to Appeal: Karnataka’s 3-Step Redressal Process
The mechanism for redressal of grievances of platform-based gig workers has been envisaged as layered model where:
- Firstly, the workers files a complaint through the IPGRS (Government Portal),
- Secondly, the complaints received are routed to Internal Dispute Redressal Committee (“IDRC”) of the respective platform, and
- Thirdly, if the worker or any party is dissatisfied, the matter may be escalated to the Karnataka Platform Base Gig Worker Welfare Board (“Board”).
Step 1: Filing a Complaint through IPGRS
The IPGRS, available on the Janaspanda portal of the Karnataka Government, is a unified grievance redressal system that allows citizens to file complaints and track their resolution in a transparent and accountable manner. It has been implemented through Government Order No. DPAR 29 PJR 2020 dated 06.12.2026.
Under this mechanism, platform-based gig workers can submit grievances online by providing basic details such as name, address, mobile number, and a brief description of the issue, ensuring formal registration and traceable processing of complaints.
Step 2: Routing Complaints to the IDRC
Once a complaint is filed, it is automatically routed to the concerned platform’s IDRC. The constitution of an IDRC at the level of each platform is mandatorily provided under Section 22(2) of the Karnataka Platform Based Gig Workers (Social Security and Welfare) Act, 2025 (“Act”), thereby ensuring that every platform has a designated internal mechanism for the resolution of grievances raised by platform-based gig workers.
Procedure for Grievance Redressal before the IDRC
The Karnataka Platform Based Gig Workers Rules, 2025 (“Rules”) prescribe a structured, time-bound process for grievance resolution through the IDRC. Key steps include:
- DRC examines the complaint and may seek additional details or documents from the worker.
- An action taken report must be issued within 14 working days (extendable if delay is attributable to the worker).
- IDRC must follow the platform’s grievance procedure framed under Rule 21.
- Decisions must be reasoned, recorded in writing, and in line with due process.
- A final order must be passed within 45 days, either granting relief or dismissing the complaint.
Step 3: Appeals to the Welfare Board
Under Section 3 of the Act, the Karnataka Platform Based Gig Workers Welfare Board is established as the primary authority for implementation and oversight. In addition, Section 22(5) vests the Board with appellate jurisdiction over decisions of the Internal Dispute Resolution Committee (IDRC).
An aggrieved platform-based gig worker may approach the Board where:
- the worker is dissatisfied with the IDRC’s decision; or
- the IDRC fails to furnish an action taken report within 14 days of the raising of grievance.
Scope of Grievances under the IPGRS Mechanism
Platform-based gig workers may raise a broad range of grievances through the IPGRS mechanism, including complaints relating to account suspension, blocking or deactivation, termination from the platform, reduction or withholding of payments, unfair penalties, discrimination, unsafe working conditions, and other violations of rights guaranteed under the Act.
The IPGRS Mechanism: Relevance and Challenges in Implementation
The operationalization of the IPGRS based grievance redressal mechanism is significant because it gives platform-based gig workers a formal, government-backed route to raise complaints against aggregators and platforms. The relevance of the mechanism is also tied to the nature of platform work itself. Gig workers’ access to livelihood is often mediated by digital platforms and algorithmic systems that determine work allocation, ratings, incentives, penalties, and even account access.
However, its effectiveness depends on key factors:
- full onboarding of platforms and proper functioning of IDRCs;
- worker awareness and accessibility amidst digital and language barriers;
- alleviation of concerns around independence and fairness of platform-level IDRCs;
- and adequate institutional capacity of the Welfare Board to enforce timelines, handle appeals, and address systemic issues.
Authors:
Gyanendra Mishra, Partner
Disclaimer:
The content of this article is intended to provide a general guide to the subject matter. Specialist advice should be sought about your specific circumstances.