Grievance Redressal
Last updated: January 2026
Grievance Officer
grievance@mypinaka.com
Response Time
Within 24 hours
We take your concerns seriously. This policy outlines how to file a grievance and how we'll resolve it, in compliance with Indian law.
What is a Grievance?
A grievance is any complaint or concern about:
Technical Issues
Login problems, exam errors, bugs
Exam Content
Answer disputes, scoring issues
Payments & Refunds
Billing errors, refund delays
Data Privacy
Data access, deletion requests
Account Issues
Suspension, unauthorized access
Service Quality
Delayed results, poor experience
How to File a Grievance
Send an Email
Email grievance@mypinaka.com with subject line "Grievance - [Brief Description]"
Include Details
- • Your registered email address
- • Category of grievance
- • Detailed description of the issue
- • Relevant dates and screenshots
- • Your preferred resolution
Receive Acknowledgment
We'll acknowledge your grievance within 24 hours with a ticket number.
Resolution Process
Acknowledgment
Within 24 hours
Investigation
We review your concern
Resolution
Within 15 days (max 30 days)
Resolution Timelines
Critical (exam crashes)
Immediate attention
High (login issues)
Priority handling
Medium (scoring disputes)
Standard review
Data protection requests
DPDP compliance
Escalation Process
If your grievance is not resolved satisfactorily, you can escalate:
Level 1: Support Team
Initial response • support@mypinaka.com
Level 2: Grievance Officer
Formal review • grievance@mypinaka.com
Level 3: Senior Management
Auto-escalated if Level 2 unresolved after 15 days
External Escalation
If your grievance is not resolved within 30 days, you may approach:
National Consumer Helpline
Phone: 1800-11-4000 (Toll-free)
Website: consumerhelpline.gov.in
Consumer Forum
District/State/National Consumer Disputes Redressal Commission based on claim value.
Data Protection Board of India
For data protection related grievances under DPDP Act 2023.
Contact Summary
General Support: support@mypinaka.com
Grievance Officer: grievance@mypinaka.com
Data Protection: privacy@mypinaka.com
Billing: billing@mypinaka.com
Working Hours: Monday to Friday, 10:00 AM to 6:00 PM IST