1. Introduction

Wartens Automations Pvt Ltd (Brand: EDWartens India) is committed to providing a high standard of service to all participants, students, and website users. We take all complaints seriously and strive to resolve them fairly, promptly, and transparently.

This Complaints & Grievance Policy outlines the process for filing a complaint, the timelines for response and resolution, and the escalation process available to you.

2. How to File a Complaint

You may file a complaint through any of the following channels:

Email (Preferred)

Send your complaint to info@wartens.com with the subject line: "Complaint — [Your Full Name]"

Phone

Call us at +91 96 06 86 86 86 during business hours (Monday to Saturday, 9:00 AM to 6:00 PM IST).

Written Letter

Address your complaint to:
Grievance Officer, Wartens Automations Pvt Ltd
NVR Complex, GS Palya Road, Electronic City, Bangalore, Karnataka 560100

Online Contact Form

Submit your complaint via our Contact Page. Select "Complaint" as the subject category.

Information to Include in Your Complaint

Your full name and contact details (email and phone number)
Your enrollment/student ID (if applicable)
A clear description of the complaint
The date(s) the issue occurred
Any supporting documents, screenshots, or evidence
The resolution or outcome you are seeking

3. Grievance Officer

In accordance with the Information Technology Act, 2000 and the rules made thereunder, the details of our Grievance Officer are as follows:

The Grievance Officer

Wartens Automations Pvt Ltd

NVR Complex, GS Palya Road, Electronic City, Bangalore 560100, Karnataka, India

Email: info@wartens.com

Phone: +91 96 06 86 86 86

Working Hours: Monday to Saturday, 9:00 AM to 6:00 PM IST

Complaints will be acknowledged within 48 hours and resolved within 30 days.

4. Response Timeline

We are committed to the following response timelines:

48 hours

Acknowledgment

We will acknowledge receipt of your complaint within 48 hours (2 business days) of receiving it. The acknowledgment will include a unique complaint reference number.

15 days

Resolution

We aim to resolve all complaints within 15 business days from the date of acknowledgment. If additional time is required, we will inform you of the expected timeline and provide regular updates.

30 days

Maximum Timeline

In no case will the resolution process exceed 30 business days from the date of acknowledgment, except in cases involving legal proceedings or regulatory investigations.

5. Complaint Resolution Process

Step 1

Receipt & Acknowledgment

Your complaint is received and logged in our system. You receive an acknowledgment with a unique reference number within 48 hours.

Step 2

Assessment

The complaint is assigned to the relevant department for investigation. The assigned officer reviews the complaint, gathers relevant information, and may contact you for additional details.

Step 3

Investigation

A thorough investigation is conducted, including review of records, interviews with relevant parties, and analysis of evidence provided.

Step 4

Resolution

A resolution is proposed and communicated to you in writing (via email). The resolution may include corrective actions, remedies, or explanations.

Step 5

Closure

If you are satisfied with the resolution, the complaint is closed. If you are not satisfied, you may escalate the complaint as described in Section 6.

6. Escalation Process

If you are not satisfied with the resolution provided, you may escalate your complaint through the following levels:

Level 1: Department Head

If the initial resolution is unsatisfactory, request escalation to the head of the relevant department. This escalation must be requested within 7 days of receiving the initial resolution. The Department Head will review the complaint and provide a response within 10 business days.

Level 2: Management

If the Level 1 escalation does not resolve the matter, you may further escalate to the Company's management. Send your escalation to info@wartens.com with the subject line: "Escalation Level 2 — [Complaint Reference Number]". Management will review and respond within 15 business days.

Level 3: External Resolution

If all internal escalation levels have been exhausted without a satisfactory resolution, you may pursue the following external options:

File a complaint with the relevant consumer forum or consumer court under the Consumer Protection Act, 2019.
Refer the matter to arbitration in Bangalore, Karnataka, in accordance with the Arbitration and Conciliation Act, 1996.
For data protection related complaints, file a complaint with the Data Protection Board of India under the DPDP Act, 2023.

7. Types of Complaints We Handle

Program quality and content issues
Placement assistance and job guarantee related concerns
Fee payments, refunds, and financial disputes
Staff conduct and professionalism
Facility and infrastructure issues
Website and technology issues
Data privacy and personal data concerns
Discrimination, harassment, or misconduct
Certification and documentation issues
Any other service-related concerns

8. Confidentiality

All complaints are treated with strict confidentiality. Information related to your complaint will only be shared with individuals directly involved in the investigation and resolution process. The Company will not retaliate against any individual for filing a good-faith complaint.

9. Record Keeping

We maintain records of all complaints, including the nature of the complaint, the investigation process, the resolution, and any follow-up actions. These records are retained for a period of 3 years from the date of resolution and are used to identify patterns, improve our services, and ensure accountability.

10. Contact

The Grievance Officer

Wartens Automations Pvt Ltd

NVR Complex, GS Palya Road, Electronic City, Bangalore 560100, Karnataka, India

Phone: +91 96 06 86 86 86

Email: info@wartens.com

Website: edwartens.co.in