A Clear Process for Raising Concerns
From submission to resolution, every grievance follows a structured and transparent review process.
Submit the concern
Use the Contact form (Formal Grievance) or email the designated Grievance Officer.
Receive a reference number
We’ll acknowledge your submission and provide a reference for tracking.
We review the information
Your concern is assessed and routed to the relevant specialist team.
We may request details
We may ask for additional information where reasonably necessary.
Receive an outcome
We’ll communicate our decision, action taken, or explain why more time is needed.
Request further review
If you are dissatisfied, use the escalation options described in this Policy.
Scope of This Policy
This Policy may be used by:
- ✓Students
- ✓Parents and guardians
- ✓Schools and educators
- ✓Mentors and professionals
- ✓Organisers and contributors
- ✓Institutional partners
- ✓Job and internship applicants
- ✓Website visitors and account users
It covers grievances relating to services operated or controlled by K12 Hunar. Where another school, organiser, mentor, employer, payment provider, or institution controls the relevant matter, K12 Hunar may direct or forward the grievance to that organisation.
What You Can Report
A grievance may concern:
General questions that do not require formal review should be submitted through the Help Center or support channel.
Before Submitting a Grievance
Where appropriate, first try the relevant service-support channel:
You may submit a formal grievance directly if:
- ✓The earlier response did not resolve the concern
- ✓The issue requires formal escalation
- ✓No suitable support channel exists
- ✓The matter involves serious misconduct, privacy, safety, or legal compliance
Tell Us What Happened
Provide the information below where available. Clear details help us review your concern efficiently.
Do not submit passwords, PINs, CVVs, OTPs, or unnecessary sensitive information.
A parent, guardian, or authorised representative may submit a grievance for another person. K12 Hunar may verify their authority before sharing information or taking certain actions. Submitting a grievance is free of charge.
How We Handle Grievances
Acknowledgement
We will ordinarily acknowledge a grievance and provide a reference number within 48 hours.
Assessment
The Grievance Officer or assigned team may review Platform records, contact involved parties, request details, consult specialists, or take temporary protective action.
Response
We aim to resolve or provide a substantive response within 30 days, or earlier where required by law. If more time is needed, we’ll explain why and identify the next step.
Objective handling
Concerns are considered without retaliation. All parties should be treated fairly, subject to safety, privacy, and legal requirements.
Urgent Safety and Legal Concerns
Child-Safety Concerns
Use the dedicated process for grooming, exploitation, sexual conduct, abuse, or behaviour that may place a child at risk.
Read the Child Safety Policy →Report a Child-Safety Concern →Contact Emergency Services
Do not wait for K12 Hunar to complete its review. In India, call the national emergency number.
112NATIONAL EMERGENCY NUMBERPrivacy Concerns
Access, correction, deletion, consent withdrawal, or other privacy rights should normally begin through the Privacy Request process.
Submit a Privacy Request →Copyright and Legal
Include enough information to identify the material, legal right, and requested action. Online offences may be reported through the National Cyber Crime Reporting Portal.
Report Copyright →Cyber Crime Portal →K12 Hunar may refer matters to law enforcement, child-protection authorities, regulators, or other competent bodies where required. Community conduct concerns may also be raised under the Community Guidelines.
Possible Outcomes
Depending on the nature of the grievance, K12 Hunar may:
Privacy, safety, and legal restrictions may limit the details K12 Hunar can disclose about actions affecting another person.
Review and Escalation
If you are dissatisfied with the response, request a review by replying with:
- ✓The grievance reference number
- ✓The part of the outcome being challenged
- ✓The reason further review is requested
- ✓Any relevant new information
The review should, where reasonably possible, be handled by someone not responsible for the original decision. This Policy does not prevent you from approaching a regulator, consumer forum, court, law-enforcement body, or other authority available under applicable law.
Personal-data grievancesApplicable law may require you to first use K12 Hunar’s grievance process before approaching the relevant data-protection authority. The Digital Personal Data Protection Act, 2023 provides individuals access to a grievance-redressal mechanism for personal-data concerns.
Privacy and Record Keeping
K12 Hunar may collect and retain information reasonably necessary to:
- ✓Review and respond to the grievance
- ✓Communicate with the parties involved
- ✓Maintain an audit and decision record
- ✓Prevent fraud or misuse
- ✓Establish or defend legal claims
- ✓Meet safety and legal obligations
- ✓Improve services and internal processes
Information will be shared only with people or organisations that reasonably need it for review, resolution, protection, or legal compliance. Complete confidentiality cannot be guaranteed, but unnecessary disclosure should be avoided.
Read the Privacy Policy →Misuse of the Grievance Process
Grievances should be submitted honestly and in good faith. Users must not:
- ×Knowingly submit false information
- ×Alter or fabricate supporting evidence
- ×Use the process to threaten or harass another person
- ×Submit repeated grievances intended only to disrupt services
- ×Retaliate against someone for reporting a concern
K12 Hunar may restrict misuse while preserving legitimate access to safety, privacy, and legal reporting channels.
Changes to This Policy
K12 Hunar may update this Policy to reflect changes in law, Platform services, reporting processes, or operational practices. The Last updated date at the top of this page will show when the Policy was revised.
Where a material change affects how grievances are submitted or handled, reasonable notice will be provided through the Platform or another appropriate channel.
Need to Escalate
a Concern?
Contact the designated Grievance Officer for formal complaints relating to K12 Hunar’s Platform or services.
Mahavir Path, New Bangali Tola,
Patna, Bihar – 800001, India
Acknowledgement within 48 hours; substantive response within 30 days, unless another period is required by law.