Grievance Redressal
How to raise a concern with Nexthara, our escalation ladder, response SLAs, and the contact for our designated Grievance Officer under the DPDP Act 2023 and IT Rules 2011.
Our designated Grievance Officer
As required by DPDP Act 2023 Sec 8(9) and IT (Intermediary Guidelines) Rules 2011 Rule 3(11), Nexthara Overseas LLP has designated a Grievance Officer to receive and respond to data-related and service-related complaints:
Head of Operations, Nexthara Overseas LLP
Email: grievance@nexthara.in (monitored)
Phone: +91 73561 60671 (office reception)
Address: Nexthara Overseas LLP, Kozhikode, Kerala, India
Working hours: Mon–Sat, 10:00–19:00 IST (excluding public holidays)
Language: English, Malayalam, Hindi
The escalation ladder
Follow these steps in order — most concerns don't need to go beyond step 2.
Your assigned counsellor
The counsellor handling your case is best-placed to resolve most concerns quickly.
Contact them on WhatsApp / phone / email as usual.
SLA: response within 24 hoursHead of Operations (Grievance Officer)
If the counsellor cannot resolve, escalate to Operations. All escalations are reviewed by our designated Grievance Officer.
Email: grievance@nexthara.in · Phone: +91 73561 60671
SLA: acknowledgment within 48 hours, resolution within 30 daysFounding Partner
For serious issues, unresolved escalations, or complaints about senior staff. Contact via the Grievance Officer, marked for the attention of the Founding Partner.
Route via: grievance@nexthara.in
SLA: personal response within 72 hoursFormal grievance (Data Protection Board / Consumer Forum)
If we are unable to resolve your grievance internally within 30 days, you may escalate to:
- Data Protection Board of India — for DPDP Act violations (portal to be launched by MeitY)
- National Consumer Helpline — 1800-11-4000 or consumerhelpline.gov.in
- District Consumer Disputes Redressal Commission — the appropriate Commission in Kozhikode, Kerala (per our jurisdiction clause)
What we treat as a grievance
- Alleged misuse of your personal data
- Unauthorised data sharing
- Failure to respond to a DPDP rights request within 30 days
- Alleged misconduct by any Nexthara staff member
- Alleged failure of our service to meet what was committed
- Alleged charging of any fee to a student (our service is free — this is always a violation of our policy)
- Any breach of our Terms of Service, Privacy Policy, Refund Policy, or Student Acknowledgment
What we need from you
To help us investigate quickly and to protect your privacy, please include:
- Your passport number or the email/phone we have on file
- The counsellor you have been working with (if applicable)
- A clear description of what happened, when it happened, and what outcome you would like
- Any evidence — screenshots, emails, WhatsApp messages, dates, reference numbers
Identity verification: Before we act on any grievance that involves disclosing, altering, or erasing personal data, we will verify that you are the person whose data is affected. Verification may include confirming details we already hold, requesting a copy of your government-issued ID, or a call-back on your registered phone. This protects you against fraudulent requests made in your name.
Third-party requests: We only act on a grievance from the affected individual, or from a person with clear written authority (such as a parent of a minor, or a legally appointed representative with documentation). We do not act on anonymous or unverified third-party grievances.
Our response timeline
| Stage | Our commitment |
|---|---|
| Acknowledgment of your grievance | Within 48 hours (working days) |
| Initial substantive response | Within 7 days |
| Full resolution or interim update | Within 30 days |
| Data Protection Board / regulator notification (if applicable) | Within 72 hours of confirmed breach, per DPDP Sec 8(6) |
Requests we may refuse
To protect the integrity of our grievance process and the rights of other individuals, we may refuse to act on — or apply an appropriate charge for — any grievance or DPDP request that is:
- Manifestly unfounded — where there is no plausible basis for the complaint
- Excessive or repetitive — where the same or substantially similar issue has already been addressed
- Made in bad faith — including for harassment, extortion, competitive intelligence, or to disrupt our operations
- Impossible to comply with — where compliance would infringe the rights of another individual, breach a legal obligation, or reveal confidential commercial information not directly related to your personal data
- Unverified — where identity verification cannot reasonably be established
- Anonymous or from an unauthorised third party
Where we refuse, we will explain our reasoning in writing. You retain the right to escalate to the appropriate regulator or forum.
Our commitment to redressal
We take every good-faith grievance seriously. Where we have made a mistake, we own it, apologise, and remediate — this may include correcting our records, refunding a fee (if we improperly held one), disciplining a staff member, or paying compensation within our stated liability limits. Where we disagree with your grievance, we explain why in writing so you can make an informed choice about further escalation. Our internal remediation does not create any right to compensation beyond the limits stated in our Terms of Service.
This grievance policy is part of our Terms of Service and Privacy Policy. Version v1.0 dated 29 July 2026. Governed by Indian law; jurisdiction at the courts of Kozhikode, Kerala.