Grievance Redressal
We value your trust and are committed to resolving your concerns promptly and fairly. Read our grievance framework or submit a ticket directly to our compliance officer.
1. Our Commitment to Your Rights
At TrinetraEdu-AI, we aim to build a transparent and secure educational ecosystem. We respect your control over your personal information and recognize your legal right to voice any grievances or concerns regarding how we process, store, or protect your data.
This mechanism has been established to ensure you have a clear, reliable path to seek resolution for any data privacy, security, or service discrepancies on our platform.
2. What You Can Complain About
We handle complaints and queries relating to the following matters:
Data Access Requests
Request to view all personal information we currently hold about you.
Data Correction Requests
Request updates to incorrect, incomplete, or outdated personal information.
Data Deletion Requests
Request permanent removal of your personal information from our active databases.
Consent Withdrawal
Request us to stop processing your data or revoke specific consents previously given.
Security Concerns
Report suspected data breaches, unauthorised account access, or vulnerability findings.
Content Takedown
Request removal of copyrighted materials or offensive content published on our blog/forum.
Account & Billing Issues
Raise issues related to login failures, profile lockouts, or billing disputes.
Privacy Policy Violations
Report instances where you feel our data operations deviated from our published policy.
3. How to Submit
We provide two secure ways to raise a grievance. Send an email directly to grievance@trinetraedu-ai.com, or fill out the official online submission portal below.
4. Turnaround Timelines & Resolution Process
We investigate every ticket systematically to provide root-cause solutions. Once a ticket is generated, the process moves according to the following stages:
Acknowledgment
Within 72 HoursYou receive an acknowledgment email containing your unique Ticket ID. Save this ID for references and follow-ups.
Initial Assessment
Within 15 DaysOur compliance team completes the preliminary analysis and requests further documentation or clarifications if needed.
Final Resolution
Within 30 DaysA comprehensive resolution or a justified decision letter is sent to your registered address, closing the ticket.
5. Urgent Security & Vulnerability Disclosures
If you suspect a vulnerability, have discovered an active security exploit, or believe user data has been compromised, please bypass the standard grievance pipeline:
- Send an email to grievance@trinetraedu-ai.com with the subject line "URGENT: Security Issue".
- Our incident management response team will acknowledge and address your report within **24 hours**.
- Please practice responsible disclosure and refrain from sharing details publicly before we release a patch.
6. Escalation Matrix & Legal Recourse
If you are dissatisfied with our response, or if your concern is not resolved within the 30-day timeline, you may proceed with the following escalation steps:
Internal Escalation
Reply directly to your ticket requesting a senior manager review. The issue will be escalated to our legal department for secondary assessment.
Regulatory Escalation (Data Protection Board of India)
Under the DPDP Act 2023, if your complaint remains unresolved, you have the right to file an official complaint with the Data Protection Board of India (DPBI). You can find their contact details and file complaints on the official DPBI portal.
7. Official Grievance Officer Contact Details
In compliance with the Information Technology Act 2000 and the Digital Personal Data Protection Act 2023, the contact details of our Grievance Officer are listed below:
Designation: Grievance Officer
Email Address: grievance@trinetraedu-ai.com
Operational Jurisdiction: Kanpur, Uttar Pradesh, India
Legal Citations & Regulatory References
- Established under Section 8(10) of the Digital Personal Data Protection Act, 2023 (DPDP Act 2023), ensuring the right to register a grievance with data fiduciaries.
- Published in compliance with Rule 3(11) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (IT Rules 2021).
- Aligned with the Consumer Protection Act, 2019 and rules thereunder for customer dispute redressal.