Pathway Group

Menu
Talk to Expert

Grievance Redressal Policy

Last Updated: August 2026

Version: 1.0

1. Introduction

Pathway Academic Resource Private Limited ("PARPL", "we", "our", or "us"), a Pathway Group company, is committed to providing high-quality educational counselling, admission guidance, and student support services.

We value feedback and are committed to resolving complaints fairly, promptly, and transparently. This Grievance Redressal Policy establishes the process through which students, parents, institutions, partners, and other stakeholders may raise concerns regarding our services, website, or handling of personal information.

This Policy should be read together with our Privacy Policy, Terms & Conditions, Consent Management Policy, Data Processing Policy, Data Sharing Policy, Data Retention Policy, Website Disclaimer, and other legal policies published on www.parpl.org.

Pathway Academic Resource Private Limited is incorporated under the Companies Act, 2013 bearing Corporate Identification Number (CIN): U80300GJ2013PTC076270, with its Registered Office at:

404, Atlantis Heights,

Opp. Vadiwadi Fire Station,

Sarabhai Main Road,

Vadodara – 390023,

Gujarat, India.

2. Purpose

The purpose of this Policy is to:

  • Provide a transparent grievance resolution mechanism.
  • Ensure complaints are acknowledged and investigated fairly.
  • Promote accountability and continuous improvement.
  • Protect the rights of students, parents, and other stakeholders.
  • Comply with applicable legal and regulatory requirements.

3. Scope

This Policy applies to grievances relating to:

  • Educational counselling services.
  • Admission guidance.
  • MBBS counselling.
  • Study abroad services.
  • University application assistance.
  • Scholarship guidance.
  • Visa assistance.
  • Student support services.
  • Website functionality.
  • MBBS Admission Predictor.
  • Personal data and privacy.
  • Marketing communications.
  • Customer service.
  • Employee conduct while providing services.
  • Any other services provided by PARPL through the Pathway Group ecosystem.

4. Who Can Submit a Grievance

The following persons may submit a grievance:

  • Students.
  • Parents or legal guardians.
  • Educational institutions.
  • Universities.
  • Admission partners.
  • Scholarship organizations.
  • Business partners.
  • Website users.
  • Any individual whose personal information is processed by PARPL.

5. Types of Grievances

Examples of grievances include:

  • Delay in counselling or admission assistance.
  • Incorrect information provided by PARPL.
  • Issues relating to the Website or online tools.
  • Concerns regarding the MBBS Admission Predictor.
  • Privacy or data protection concerns.
  • Unauthorized use or disclosure of personal information.
  • Marketing communications received without consent.
  • Difficulty exercising privacy rights.
  • Service quality concerns.
  • Employee misconduct.
  • Billing or payment-related issues.
  • Technical issues affecting services.

6. How to Submit a Grievance

Grievances may be submitted through the following channels:

Email: grievance@parpl.org (recommended dedicated email address)

Website: Online grievance submission form on www.parpl.org (once implemented)

Registered Office:

Pathway Academic Resource Private Limited

404, Atlantis Heights,

Opp. Vadiwadi Fire Station,

Sarabhai Main Road,

Vadodara – 390023,

Gujarat, India.

Users should include, where applicable:

  • Full name.
  • Contact details.
  • Student ID or application reference (if available).
  • Description of the grievance.
  • Relevant dates.
  • Supporting documents.
  • Preferred method of communication.

7. Grievance Handling Process

Upon receiving a grievance, PARPL will:

  1. Acknowledge receipt of the grievance.
  2. Review the information provided.
  3. Request additional information if necessary.
  4. Investigate the matter objectively.
  5. Consult relevant internal departments where appropriate.
  6. Determine appropriate corrective or remedial action.
  7. Communicate the outcome to the complainant.

PARPL aims to handle all grievances fairly, impartially, and in good faith.

8. Response Timelines

PARPL aims to:

  • Acknowledge receipt of a grievance within 3 business days.
  • Conduct an appropriate review as soon as reasonably practicable.
  • Provide a substantive response or update within 15 business days, where feasible.

Complex matters requiring additional investigation may take longer. In such cases, PARPL will inform the complainant of the revised timeline.

9. Privacy and Confidentiality

Information provided as part of a grievance will be used solely for investigating and resolving the complaint.

Access to grievance records will be limited to authorized personnel who require the information to perform their responsibilities.

Personal information submitted through the grievance process will be handled in accordance with PARPL's Privacy Policy and related data protection policies.

10. No Retaliation

PARPL does not tolerate retaliation against any individual who raises a genuine concern or submits a grievance in good faith.

Users who submit complaints honestly and responsibly will not be disadvantaged for exercising their rights.

11. Frivolous or Malicious Complaints

PARPL reserves the right to decline grievances that are:

  • Knowingly false.
  • Fraudulent.
  • Abusive.
  • Repetitive without new information.
  • Intended to harass or disrupt operations.

This does not affect the right of any individual to raise a genuine concern.

12. Continuous Improvement

PARPL periodically reviews grievance records to identify trends and opportunities for improving:

  • Service quality.
  • Counselling processes.
  • Website functionality.
  • Privacy practices.
  • Operational procedures.
  • Customer experience.

Corrective actions may include staff training, process improvements, policy updates, or system enhancements.

13. Changes to this Policy

PARPL reserves the right to amend or update this Grievance Redressal Policy from time to time to reflect changes in applicable laws, business operations, or service offerings.

The latest version will always be published on www.parpl.org together with the updated "Last Updated" date.

Continued use of PARPL's Website or services after publication of an updated Policy constitutes acknowledgement of the revised Policy to the extent permitted by applicable law.

14. Contact Us

If you have any questions regarding this Grievance Redressal Policy or wish to submit a grievance, please contact:

Pathway Academic Resource Private Limited (PARPL)
A Pathway Group Company

Corporate Identification Number (CIN):
U80300GJ2013PTC076270

Registered Office:
404, Atlantis Heights,
Opp. Vadiwadi Fire Station,
Sarabhai Main Road,
Vadodara – 390023, Gujarat, India.

Website:
www.parpl.org

Grievance Email:
grievance@parpl.org

Privacy Email:
privacy@parpl.org