Grievance Redressal
At GreaterInsights LLP, we are committed to the fair, transparent and timely resolution of every concern you raise with us. If something about your course, payment, account or data has not gone the way it should, we want to hear about it and put it right. This grievance redressal mechanism is provided in compliance with the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023 (DPDP Act).
1. Our commitment and scope
This policy covers complaints relating to our courses, enrolments, payments and refunds, the content we publish, your account, and the way we handle your personal data. Whatever the issue, you can expect a single, accountable point of contact, a clear timeline for our response, and a reference number so you can track your complaint from start to finish.
2. How to raise a complaint
To raise a complaint, email our Grievance Officer at grievance@greaterinsights.in with the details set out in the next section. As soon as we receive your complaint, we will register it and issue you a ticket or reference number, which you should quote in any follow-up so we can track your matter quickly. You may also reach the Grievance Officer by phone during the hours listed below if you would like to talk through your concern.
3. What to include in your complaint
To help us understand and resolve your complaint as quickly as possible, please include the following:
- Your name.
- The email address and phone number registered on your account.
- The relevant course, order, or payment ID your complaint relates to.
- A clear description of the problem, including dates and what happened.
- Any supporting screenshots, receipts or documents that back up your complaint.
- The resolution you are seeking — for example, a refund, access to a course, a correction, or removal of content.
4. Grievance Officer
In accordance with the rules referenced above, the following officer is responsible for handling your grievances. The same officer also acts as our Nodal Officer under the IT Act and as the contact for data-protection (DPDP) grievances:
- Raju Gupta — Grievance Officer (Chief Business Officer)
- Email: grievance@greaterinsights.in
- Phone: +91 81029 35454 (9:00 AM – 8:00 PM IST)
- Address: GreaterInsights LLP, 768, 14th Cross Rd, Kumaraswamy Layout 2nd Stage, Bengaluru, Karnataka 560078, India.
5. Acknowledgement and resolution timelines
We take every complaint seriously and work to defined service levels:
- We will acknowledge your complaint within 48 hours of receiving it. For requests to take down content or address an intellectual-property concern under the IT Rules, we will acknowledge within 24 hours.
- We will resolve your complaint within 30 days of receipt. For content or intellectual-property takedown requests, we will act within 15 days.
- For data-protection (DPDP) grievances, we will respond within approximately 7 days.
- You will receive a ticket or reference number when your complaint is registered so you can track its progress with us.
6. Escalation
We aim to resolve every complaint to your satisfaction. If your complaint remains unresolved, or you are not satisfied with our response, you may escalate it through the following routes:
- Approach the appropriate consumer forum with jurisdiction over your matter.
- Contact the National Consumer Helpline on 1915, or file a complaint through the e-Daakhil portal (edaakhil.nic.in).
- For data-protection grievances, you may approach the Data Protection Board of India after first raising the matter with our Grievance Officer.