Civilsphere Educational Services Private Limited ("Prepdha", "we", "us", "our") is committed to listening to, and properly resolving, complaints and concerns about the Prepdha platform, websites, and apps (the "Platform") and about how we handle personal data — including the personal data of children.
This Policy explains what you can raise a grievance about, who to contact, how to submit a grievance, how quickly we respond, and how to escalate if you are not satisfied. It is provided in accordance with India's Digital Personal Data Protection Act, 2023 ("DPDP Act") and the DPDP Rules, 2025, the Information Technology Act, 2000 and the rules made under it, the Consumer Protection Act, 2019 and the rules made under it, and other applicable law.
This Policy should be read together with our Privacy Policy and Children's Privacy Notice.
At a glance
- You can raise a grievance about anything to do with the Platform or your personal data, including a child's data.
- Our Grievance Officer is Kumar S, reachable at communications@prepdha.com.
- We acknowledge grievances within about 2 business days (48 hours) and aim to resolve them within 30 days (and in any case within the maximum period the law prescribes).
- The law asks you to give us the chance to resolve your grievance first; if you remain unsatisfied, you can escalate to the Data Protection Board of India.
1. Our commitment and the legal basis
Under the DPDP Act, every individual whose personal data we process (a "Data Principal") has the right to grievance redressal, and we are required to maintain a readily available and effective mechanism to receive and resolve grievances. We treat this as a core responsibility, not a formality.
The law also follows a "raise it with us first" principle: you are expected to give us the opportunity to redress your grievance through this mechanism before approaching the Data Protection Board of India. Section 5 (Escalation) explains how that works.
We maintain an internal record of grievances we receive — including when a grievance was received, what it concerned, and when and how it was resolved — so that we can track, improve, and demonstrate how we handle them.
2. What you can raise a grievance about
You may contact us about any concern relating to the Platform or your personal data, including:
- How we handle personal data — how we have collected, used, shared, stored, retained, or deleted personal data, including a child's data;
- A rights request you feel was not properly handled — for example, a request to access, correct, or erase data, or to withdraw consent;
- Consent and children's data — concerns about parental consent, a child's account, or our protections for children;
- A possible data breach — if you believe your data, or your child's data, may have been exposed or misused;
- Content, conduct, or safety — concerns about content or conduct on the Platform, particularly anything affecting a child's safety;
- Technical or billing issues — problems using the Platform or with a subscription, refund, or payment; or
- Any other concern relating to your use of the Platform.
3. Who can raise a grievance
A grievance may be raised by:
- a student's parent or lawful guardian, on behalf of their child;
- a teacher or school administrator using the Platform;
- a directly-subscribing parent or adult user; or
- any other individual whose personal data we process.
For grievances relating to a child's data, we may ask you to verify your identity and your relationship to the child before we act, to protect the child.
4. Our Grievance Officer and data-protection contact
In accordance with applicable Indian law, we have appointed a Grievance Officer, whose details are prominently published so they are easy to find:
- Name: Kumar S
- Designation: Grievance Officer
- Email: communications@prepdha.com
- Address: Civilsphere Educational Services Private Limited, 602, R Hub, Madhapur, Hyderabad 500081
- Phone: +91 79954 67223
For data-protection-specific matters, you may also contact our data-protection contact, Kumar S, at communications@prepdha.com.
5. How to submit a grievance
To help us resolve your grievance quickly, please include:
- Your name and contact details (so we can respond to you);
- Your role — for example, a student's parent/guardian, teacher, or school — and, where relevant, the child's account or the school involved;
- A clear description of the issue, including relevant dates, and what you would like us to do; and
- Any supporting information (such as screenshots or correspondence) that may help us understand the issue.
You can submit a grievance by email to communications@prepdha.com, or by writing to us at the address in Section 4. If you need an accessible format or assistance to raise a grievance, let us know and we will help.
6. How we handle your grievance
- Acknowledgement. We will acknowledge your grievance, typically within 2 business days (48 hours) of receiving it.
- Resolution. We will investigate and aim to resolve it within 30 days. In all cases we will respond within the maximum period prescribed under the DPDP Rules, which does not exceed 90 days from the date we receive the grievance. If a matter is complex and needs more time or more information from you, we will tell you and keep you updated.
- Outcome. We will inform you of the outcome of our investigation and any action we have taken or will take.
Where your grievance is a data-principal rights request (for example, access, correction, or erasure), we aim to respond within 30 days, providing a written explanation if we are unable to fully honour the request.
7. Grievances involving a child
We give particular care to grievances involving a child's data or a child's safety. As noted above, we may verify your identity and relationship to the child before acting. Where a concern relates to a child's safety, we will treat it as a priority and respond as quickly as we reasonably can.
8. Where your child's school is responsible
Where a school is the Data Fiduciary for the data your grievance concerns (because your child uses Prepdha through their school), we may coordinate with, or refer your grievance to, the school, and assist the school in responding. We will let you know if we do this, so you know who is handling your concern.
9. Escalation if you are not satisfied
We would always prefer to resolve your concern directly, and the law asks you to give us that opportunity first. If, after raising your grievance with us, you are not satisfied with our response — or you do not receive a response within the applicable time period — you may:
- Escalate to the Data Protection Board of India. The Board operates as a digital-first body, and complaints can generally be filed and tracked online. You may approach the Board in respect of a data-protection grievance once you have given us the opportunity to resolve it.
- Appeal further. Appeals against decisions of the Board lie to the Appellate Tribunal (the Telecom Disputes Settlement and Appellate Tribunal, TDSAT), as provided under the DPDP framework.
- Pursue other remedies available to you under applicable law, including under consumer-protection law where relevant.
10. No detriment for raising a grievance
You will not be treated unfairly for raising a genuine grievance with us in good faith. We welcome feedback and complaints as a way to improve the Platform and our handling of personal data.
11. Changes to this Policy
We may update this Policy from time to time to reflect changes in our practices or the law. We will post the updated version here with a new "Last updated" date. Where a change is significant, we will take reasonable steps to bring it to your attention.
12. Contact us
- Civilsphere Educational Services Private Limited — Grievance Officer: Kumar S
- Email: communications@prepdha.com
- Address: 202, R Hub, Madhapur, Hyderabad 500081
- Phone: +91 79954 67223
This Policy reflects our commitments under the DPDP Act, 2023, the DPDP Rules, 2025, and other applicable Indian law. If you have any questions, please contact our Grievance Officer using the details above.