GRIEVANCE REDRESSAL MECHANISM
Document version: v1.0 Effective date: 2026-05-01
Published in compliance with:
- Rule 3(2) of the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021;
- Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020;
- Section 8 of the Digital Personal Data Protection Act, 2023.
1. WHO THIS APPLIES TO
Every Student, visitor to the website, member of the Sadhak Community, and any person whose personal data we process, may use this mechanism.
2. GRIEVANCE OFFICER
| Name | Manoj Jain ("Manudada") |
| Designation | Grievance Officer & Data Protection Contact |
| Entity | Pitambhara Educom Consultancy Pvt Ltd |
| Postal Address | 279, Mandakini Colony, Kolar Road, Bhopal, Madhya Pradesh, 462042, India |
| grievance@healersmeet.com | |
| Phone | +91 99814 45177 |
| Hours | Monday–Friday, 10:00–18:00 IST (excluding public holidays) |
3. TYPES OF GRIEVANCES COVERED
a) Content grievances — unlawful, offensive, or infringing content on the Services (IT Rules 2021). b) Privacy grievances — access, correction, erasure, nomination, withdrawal of consent, or misuse of personal data (DPDP Act 2023). c) Consumer grievances — fees, refunds, service delivery, misleading information (Consumer Protection Act 2019 / E-Commerce Rules 2020). d) Safeguarding grievances — harassment, inappropriate conduct, peer-practice concerns, mental-health incidents. e) Certification grievances — decisions regarding issuance or revocation of certificates.
4. HOW TO FILE A GRIEVANCE
4.1. Preferred channel — Email
Send an email to grievance@healersmeet.com with the following:
a) Subject line: GRIEVANCE — [short description];
b) Your full name, registered email, mobile number;
c) Category of grievance (see Section 3);
d) Detailed description, including dates, URLs, user IDs, order IDs if applicable;
e) Any supporting attachments (screenshots, receipts, medical certificates, etc.);
f) The outcome you seek.
4.2. In-app form
A grievance form is available in the LMS footer: Help → File a grievance.
4.3. Post
By registered post addressed to the Grievance Officer at the address above.
4.4. Content takedown (IT Rules 2021)
For unlawful content (defamation, obscenity, copyright infringement, impersonation, etc.), use the same email channel and mark the subject CONTENT REMOVAL REQUEST — [type]. Include the URL or screenshot and the rule or right relied upon.
5. TIMELINES WE COMMIT TO
| Stage | Timeline |
|---|---|
| Acknowledgement of receipt | 24 hours |
| Removal of obviously unlawful content (Rule 3(2)(b), IT Rules 2021) | 36 hours |
| First substantive response | 7 days |
| Final resolution (ordinary matters) | 15 days |
| Final resolution (where investigation required) | Reasonable additional period, with interim updates every 7 days |
We record every grievance, track its status, and preserve the audit trail.
6. PROCESS
- Receipt & acknowledgement — acknowledgement sent within 24 hours with a ticket number.
- Assessment — the Grievance Officer reviews the facts, applicable policy, and any legal requirement.
- Investigation — interviews, log review, and consultation with the relevant team (support, instruction, engineering, legal).
- Decision — communicated in writing with reasons and the steps taken.
- Remedy — where the complaint is upheld, a remedy is provided (content removal, refund, data correction, apology, procedural change, account reinstatement, etc.).
- Closure & feedback — ticket is marked closed once you confirm (or after 15 days of no response).
- Audit & learning — patterns are reviewed quarterly and used to improve systems.
7. ESCALATION PATHS
If you are not satisfied with the outcome, you may escalate:
7.1. Within the Company
- Managing Partner / Founder: Manoj ("Manudada") — founder@healersmeet.com
7.2. Outside the Company
- Data Protection Board of India (once constituted under the DPDP Act 2023) for personal-data grievances.
- CERT-In at incident@cert-in.org.in for cyber-security incidents.
- National Consumer Helpline: 1800-11-4000 or 1915; portal: https://consumerhelpline.gov.in
- Consumer Commission (District / State / National) under the Consumer Protection Act, 2019.
- Ministry of Electronics and Information Technology (MeitY) grievance portal for IT Act / IT Rules matters.
- Cyber Crime Reporting Portal: https://cybercrime.gov.in
- Jurisdictional civil court or police station as provided by law.
Nothing in this mechanism restricts your statutory rights.
8. CONFIDENTIALITY AND NON-RETALIATION
- Grievances are treated confidentially; information is shared only with persons who need to know.
- We do not retaliate against any person who files a good-faith grievance. Retaliation is itself a breach of our Acceptable Use Policy.
9. FEEDBACK ABOUT THE MECHANISM ITSELF
To suggest improvements to this mechanism, write to feedback@healersmeet.com.
10. PUBLICATION
This Grievance Redressal Mechanism is published on the website footer, in the LMS Help section, and pinned in the WhatsApp Sadhak Community.