Student Grievance Redressal Policy
D.R.D Security Private Limited – Training Wing
Effective Date: 01 July 2026
Last Updated: 01 July 2026
Version: 1.0
STUDENT GRIEVANCE REDRESSAL POLICY
- Purpose
D.R.D Security Private Limited (“Company”, “Institution”, “Training Wing”, “we”, “our”, or “us”) is committed to maintaining a transparent, professional, ethical, fair, and accountable learning environment for all enrolled students.
This Student Grievance Redressal Policy establishes a structured mechanism for receiving, examining, investigating, resolving, and documenting grievances raised by students enrolled in any online, offline, hybrid, corporate, internship, certification, workshop, bootcamp, seminar, or professional development program conducted by the Institution.
This Policy aims to ensure that every genuine grievance is handled fairly, confidentially, impartially, and within reasonable timelines while protecting the rights of all concerned parties.
- Applicability
This Policy applies to:
- All enrolled students
- Former students regarding matters arising during enrollment
- Internship participants
- Corporate trainees
- Workshop participants
- Online learners
- Hybrid learning participants
- Scholarship candidates
- Any individual officially registered in a D.R.D Security Training Program.
- Legal Framework
This Policy is prepared in accordance with applicable provisions of Indian law, including but not limited to:
- Constitution of India
- Indian Contract Act, 1872
- Consumer Protection Act, 2019
- Information Technology Act, 2000
- Digital Personal Data Protection Act, 2023
- Bharatiya Nyaya Sanhita, 2023 (where applicable)
- Bharatiya Nagarik Suraksha Sanhita, 2023
- Bharatiya Sakshya Adhiniyam, 2023
- Any other applicable Central or State laws, regulations, judicial precedents, and statutory requirements.
Nothing contained herein shall restrict the Institution from exercising any legal rights available under Indian law.
- Definition of Grievance
A grievance means any written complaint relating to:
- Academic issues
- Teaching quality
- Faculty conduct
- Staff behaviour
- Administrative delays
- Examination-related concerns
- Attendance records
- Certification process
- Internship-related issues
- Fee receipt discrepancies
- Technical platform issues
- Learning management system problems
- Miscommunication
- Infrastructure concerns
- Accessibility concerns
- Harassment complaints
- Ethical misconduct
- Discrimination
- Privacy concerns
- Service delivery deficiencies
A grievance does not include:
- Dissatisfaction with examination performance solely based on marks awarded
- Refund requests governed by the Refund Policy
- Matters pending before any court, tribunal, arbitration, police authority, or statutory authority
- Anonymous complaints lacking verifiable information
- Malicious or frivolous complaints
- Complaints filed beyond the prescribed limitation period without sufficient cause.
- Guiding Principles
The Institution shall adhere to the following principles:
- Natural justice
- Fair hearing
- Confidentiality
- Impartiality
- Transparency
- Timely resolution
- Equal opportunity
- Non-retaliation
- Evidence-based decision making
- Proper documentation
- Submission of Grievance
Every grievance must be submitted in writing.
The complaint shall contain:
- Full name of student
- Enrollment ID
- Registered email address
- Registered mobile number
- Course name
- Batch details
- Date of occurrence
- Detailed description of grievance
- Supporting documents
- Screenshots (if applicable)
- Evidence relied upon
- Relief sought
Anonymous complaints may be rejected at the sole discretion of the Institution.
- Mode of Submission
Grievances may be submitted through:
- Official Grievance Portal
- Official Email
- Registered Office
- Official Student Helpdesk
- Official Learning Portal
Complaints submitted through social media comments, WhatsApp groups, unofficial messaging platforms, third-party forums, or public review platforms shall not be treated as formal grievances.
- Time Limit for Filing Complaint
A grievance should ordinarily be submitted within 30 calendar days from the date of occurrence.
Complaints submitted after this period may be rejected unless exceptional circumstances are established to the satisfaction of the Institution.
- Acknowledgement
Upon receipt of a grievance:
- An acknowledgement shall ordinarily be issued within 3 Business Days.
- A unique grievance reference number may be assigned.
- Acknowledgement shall not be construed as admission of liability.
- Preliminary Review
The Institution shall conduct an initial assessment to determine:
- Jurisdiction
- Maintainability
- Completeness of documents
- Availability of evidence
- Nature of complaint
- Whether additional information is required
The Institution reserves the right to seek clarification or additional documentation.
Failure to provide requested information within the specified time may result in closure of the grievance.
- Investigation Process
Where necessary, the Institution may:
- Examine records
- Interview concerned persons
- Review attendance logs
- Verify payment records
- Review examination records
- Examine LMS activity logs
- Review CCTV footage where available
- Review communication records
- Consult technical experts
- Obtain written statements
The Institution may reject fabricated, manipulated, false, misleading, or unsupported evidence.
- Resolution Timeline
The Institution shall endeavor to resolve grievances as follows:
| Stage | Timeline |
| Acknowledgement | Within 3 Business Days |
| Preliminary Review | Within 7 Business Days |
| Investigation | Within 15 Business Days |
| Final Decision | Within 30 Business Days |
Complex matters requiring extensive investigation may require additional time.
The Institution shall not be liable for delays arising due to force majeure, government restrictions, technical failures, judicial proceedings, or circumstances beyond reasonable control.
- Resolution Mechanisms
Depending upon facts and evidence, the Institution may:
- Dismiss the complaint
- Issue clarification
- Correct administrative errors
- Rectify academic records
- Provide technical assistance
- Arrange counselling
- Conduct re-evaluation where permissible
- Issue written apology where justified
- Recommend disciplinary proceedings
- Provide any other appropriate administrative remedy.
The Institution shall determine the appropriate remedy at its sole discretion.
- Escalation Procedure
If a student is dissatisfied with the initial decision, an appeal may be submitted within 15 calendar days from the communication of the decision.
The appeal shall:
- Clearly specify grounds
- Include supporting evidence
- Explain reasons for disagreement
The Appellate Authority shall review the matter and communicate its decision, ordinarily within 30 Business Days.
The decision of the Appellate Authority shall be final and binding on all internal administrative proceedings.
- Frivolous or Malicious Complaints
Where it is determined that a complaint is:
- False
- Baseless
- Malicious
- Defamatory
- Vexatious
- Filed with dishonest intent
- Supported by fabricated evidence
The Institution reserves the right to:
- Reject the complaint
- Initiate disciplinary proceedings
- Suspend services where appropriate
- Recover investigation costs where legally permissible
- Initiate appropriate civil and/or criminal proceedings under applicable law.
- Confidentiality
All grievance records shall be treated as confidential.
Information shall be disclosed only:
- To authorized personnel
- Where required by law
- Pursuant to court order
- To regulatory authorities
- During legal proceedings
- For investigation purposes
Unauthorized disclosure may invite disciplinary or legal action.
- Non-Retaliation
No student shall be subjected to retaliation solely for filing a genuine grievance in good faith.
However, this protection shall not extend to knowingly false, malicious, defamatory, or fraudulent complaints.
- Student Responsibilities
Every student shall:
- Act honestly
- Cooperate during investigation
- Provide truthful information
- Preserve relevant evidence
- Avoid abuse of the grievance mechanism
- Maintain respectful communication
- Comply with institutional procedures
- Institutional Rights
The Institution reserves the absolute right to:
- Seek additional evidence
- Reject incomplete complaints
- Close inactive grievances
- Consolidate similar complaints
- Reject anonymous complaints
- Extend investigation timelines where justified
- Interpret this Policy
- Amend this Policy without prior notice
- Take disciplinary or legal action wherever necessary.
- Record Retention
Grievance records may be retained for such period as considered necessary by the Institution or as required under applicable law.
Electronic records may be preserved in secure digital repositories.
- Limitation of Liability
Submission of a grievance shall not:
- Guarantee any particular outcome;
- Create any contractual obligation beyond existing agreements;
- Suspend institutional rules;
- Prevent the Institution from exercising disciplinary powers; or
- Restrict the Institution from pursuing legal remedies available under law.
- Governing Law and Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of India.
Subject to applicable law, the courts and competent authorities having jurisdiction over Lucknow, Uttar Pradesh, shall have exclusive jurisdiction over disputes arising from or relating to this Policy.
- Policy Amendments
The Institution reserves the unrestricted right to modify, amend, replace, suspend, or withdraw this Policy, wholly or partially, at any time without prior notice.
The latest version published on the official website shall prevail.
- Contact for Grievance Redressal
Grievance Redressal Officer
D.R.D Security Private Limited – Training Wing
Email: grievance@drdsecurity.com
Website: https://training.drdsecurity.com
Registered Office: As updated on the official website.
Office Hours: Monday to Saturday, 10:00 AM – 6:00 PM (Indian Standard Time)
- Acceptance
By enrolling in any course, training program, workshop, internship, certification, seminar, online program, hybrid program, or any educational service offered by D.R.D Security Private Limited, every student acknowledges that they have read, understood, and agreed to be bound by this Student Grievance Redressal Policy, as amended from time to time.
