Grievance Redressal Policy
Effective date: [Effective Date]
We acknowledge every complaint within 48 hours and resolve it within 30 days, as required by the Consumer Protection (E-Commerce) Rules, 2020. This policy covers learners, parents, teachers and website visitors.
1. How to raise a concern
| Level | Who | Contact | Response |
|---|---|---|---|
| 1 | Customer support | info@makrew.live · +918867192929 · Dashboard → Help | Reply within 1 working day |
| 2 | Grievance Officer | [Grievance Officer Name], legal@makrew.live, Bengaluru | Acknowledged within 48 hours; resolved within 30 days |
| 3 | Outside MakRew | National Consumer Helpline 1915 / consumerhelpline.gov.in; Consumer Commission; Data Protection Board of India (for data complaints) | As per those bodies |
Child-safety concerns go straight to the Child Safety Lead at legal@makrew.live and are acknowledged within 24 hours.
2. What to include
Your name, registered email or phone, the session or transaction ID, what happened, and what you'd like us to do. Screenshots help.
3. What we do
- Log the complaint and send you a ticket number.
- Investigate: check records, recordings (where relevant) and speak to the people involved.
- Tell you the outcome and reasons in writing.
- If you disagree, you may ask the Grievance Officer to review the decision once.
4. Fairness
We never penalise anyone for raising a complaint in good faith. Complaints about a teacher are handled confidentially, and the teacher gets a fair chance to respond.
5. Grievance Officer details
Name: [Grievance Officer Name] · Designation: [Designation] · Email: legal@makrew.live · Phone: +918867192929 · Address: Bengaluru · Hours: Monday–Saturday, 10 am–6 pm IST
Questions about this policy? Write to info@makrew.live.