Policy
Grievance redressal policy.
This page describes how Walnut Data Tech intends to handle grievances. It has not yet been reviewed by our legal advisers, and it is not legal advice. Where it refers to laws or rules, it states what we aim to do, subject to legal review. The reviewed version will replace this text.
A grievance is a formal complaint about treatment, service or a decision that you want reviewed. We take every grievance seriously, record it, and aim to resolve it fairly and on time.
Who can raise a grievance.
Anyone who uses Walnut Data Tech's products or services: universities, partners and education agents, students and learners, and Walnut staff. You need a Walnut account, which you can create with your email address.
How to raise a grievance.
Open the form. Go to Raise a grievance.
Describe the grievance. Say what happened, when, who or what was involved, and what outcome you are asking for. Attach up to 3 supporting files (PDF, JPG or PNG, 4 MB in total).
Keep your ticket ID. It looks like WT-GR-000123. We email it to you straight away.
You can also appeal the outcome of any other request (Feedback, Issue, Suggestion, Requirement or Query) once it is resolved or closed. The appeal becomes a new Grievance linked to the original ticket.
Who handles it.
- Every grievance is copied to the Grievance Cell, whichever department you chose.
- The grievance officer can see and follow every grievance, and can move it to the right department. The officer's details are published on the grievance officer page.
- If a grievance misses a target, it is escalated to the Grievance Cell and to Walnut's support admins.
Our timelines.
| Stage | What we aim to do |
|---|---|
| Acknowledgement | Immediately, by an automatic email with your ticket ID. Acknowledging within 48 hours is our aim, in line with the Consumer Protection (E-Commerce) Rules, 2020 (subject to legal review). |
| First response | Within 3 working days (Monday to Friday) from a person in the Grievance Cell or the department, by default. |
| Resolution | Within 30 days of receiving the grievance, by default. Redress within one month is our aim, in line with the Consumer Protection (E-Commerce) Rules, 2020 (subject to legal review). |
| Confirmation | After we resolve it, you have 7 days to confirm or reopen before it closes automatically. We remind you the day before. |
| Reopening | Within 30 days of closing, if you are not satisfied. |
The first response and resolution targets are the standard settings, which Walnut's support admins can change; your acknowledgement email always states the targets that apply. If a grievance needs more time, we tell you on the ticket why, and what will happen next.
How we handle a grievance.
- We record it with a ticket ID and keep a full history of every reply and status change. The history is never deleted from the ticket.
- We review it impartially. Where a grievance is about a person, someone other than that person handles it where possible.
- We may ask you for more information. The status shows Awaiting your reply until you answer.
- We write to you with the outcome and the reasons, as a resolution note on the ticket.
- You confirm the outcome, or reopen the grievance if you are not satisfied.
If you are not satisfied.
Reopen the grievance from the ticket page within 30 days of closing, and say why. You can also write to the grievance officer using the details on the grievance officer page. Nothing in this policy limits any right you have to approach an authority or forum available to you under the law.
Grievances about your personal data.
If your grievance is about how we handle your personal data, for example a request to see, correct or erase it, raise a Grievance and say that it concerns your data. We aim to handle these in line with the Digital Personal Data Protection Act, 2023 and the Digital Personal Data Protection Rules, 2025, subject to legal review. See Privacy and your data.
Fair treatment.
- Raising a grievance in good faith will never be held against you.
- Only the people who need to handle a grievance can see it.
- Named people are not notified by the system; staff decide carefully how to address a grievance about a person.
Changes to this policy.
We may update this policy, including after legal review. The version on this page is the current one.