This Grievance Redressal Framework (“Framework”) sets out the procedure through which users may submit complaints, concerns, or grievances relating to services provided by SQ Edutechh (“the Company”).
The Company is committed to addressing user concerns in a fair, transparent, and timely manner. This Framework aims to provide an accessible mechanism through which users may seek clarification, raise complaints, or request resolution of disputes relating to the Company’s services, website usage, or handling of personal data.
1. Scope of Grievances
Users may submit grievances relating to matters including but not limited to:
This Framework applies to grievances submitted by users of the Company’s website as well as individuals who have engaged the Company’s services.
2. Submission of Grievances
Users may submit grievances to the Company by providing a written complaint through the contact details specified below.
A grievance submission should include sufficient information to enable the Company to assess and address the issue. Such information may include:
- Name and contact details of the complainant;
- Description of the grievance or complaint;
- Relevant transaction or service details;
- Any supporting documentation, where applicable.
The Company may request additional information from the complainant where necessary to facilitate resolution of the grievance.
3. Grievance Officer
In accordance with applicable legal requirements under the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023, the Company designates a Grievance Officer responsible for receiving and addressing complaints.
Grievance Officer
SQ Edutechh
D 308 Crystal Plaza, Link Road
Opposite Infinity Mall
Andheri West, Mumbai – 400053
The Grievance Officer shall be responsible for reviewing grievances received and coordinating appropriate responses within the Company.
4. Acknowledgment of Grievances
Upon receipt of a grievance, the Company shall acknowledge the complaint within a reasonable time.
The acknowledgment may include confirmation that the grievance has been received and is under review.
5. Resolution Process
The Company shall undertake reasonable efforts to examine the grievance and provide an appropriate response or resolution within a reasonable timeframe.
Where necessary, the Company may review relevant records, communications, or documentation relating to the services provided.
In certain circumstances, the Company may seek clarification or additional information from the complainant before a final response is issued.
6. Limitations of Grievance Process
The grievance redressal mechanism established under this Framework is intended to address complaints relating to services provided by the Company.
The Company shall not be responsible for grievances arising from decisions made by third-party entities including universities, financial institutions, immigration authorities, or other external service providers.
Such matters may need to be addressed directly with the respective third-party institution.
7. Data Protection Grievances
Where a grievance relates to the processing or protection of personal data, the Company shall review the complaint in accordance with its obligations under the Digital Personal Data Protection Act, 2023 and applicable privacy policies.
Users may also raise concerns relating to personal data access, correction, consent withdrawal, or misuse of personal data through the grievance mechanism described in this Framework.
8. Modifications to this Framework
The Company reserves the right to amend or update this Grievance Redressal Framework to reflect operational changes, improvements to complaint handling processes, or legal requirements.
Any revised version shall become effective upon publication on the website.