Grievance redressal | Statutory channel
Raise a grievance
A grievance is a complaint that something Pensieve Labs did, or failed to do, was wrong: unlawful, unfair, in breach of a published commitment, or a failure to honour a right. Anyone may raise one. You do not need a contract with Edsol Edtech Pvt. Ltd., and a grievance is never declined on the ground that you are not a customer.
This channel is published because section 8(9) and section 13 of the Digital Personal Data Protection Act, 2023 require it to be, and because the Data Protection Board of India expects a Data Principal to have been able to reach it. It is answered by a named statutory officer against the clocks below.
Statutory notice
The Grievance Officer
Published under section 8(9) and section 13 of the Digital Personal Data Protection Act, 2023, Rules 9 and 14(3) of the Digital Personal Data Protection Rules, 2025, and Rule 5(9) of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011.
- Grievance Officer
- [TO BE SUPPLIED]
- Designation
- [TO BE SUPPLIED]
- Company
- Edsol Edtech Pvt. Ltd. (Pensieve Labs)
- Postal address
- 28, Jamunather, Bulandshahar, Uttar Pradesh, India
- Telephone
- [TO BE SUPPLIED]
- Hours
- [TO BE SUPPLIED]
- Languages accepted
- English and Hindi, and any other language in the Eighth Schedule to the Constitution by translation
- Data Protection Officer, where appointed
- [TO BE SUPPLIED]
Every value above is a token in the register and appears here the moment it is set. Where one still reads [TO BE SUPPLIED], the appointment exists and the detail does not, and the gap is shown rather than hidden: an address that answers is the part the statute turns on, and the address above answers. Rule 9 also requires these details to be repeated in every response to a rights request, and they are.
How to raise one
Four channels, one clock
There is no ticket queue behind this page, and building one would not help you. A grievance is answered by a person reading it, so the record of your grievance is the message you send and the reply you get, held by you as well as by us. The button below opens a message that is already addressed and already carries the seven lines that make a grievance quick to act on. You do not have to fill in every line. A grievance is never rejected for being incomplete, and there is no fee at any stage.
| Channel | Address | Note |
|---|---|---|
| Email, the primary channel | info@pensievelabs.org | Monitored by the Grievance Officer. The clock starts when it arrives. |
| This page | /grievance | Opens the same message with the useful fields already in it. It is not a separate intake system and it stores nothing. |
| Post | 28, Jamunather, Bulandshahar, Uttar Pradesh, India | Answered in writing to the address you give. |
| Telephone | [TO BE SUPPLIED] | A telephone grievance is written up by Pensieve and the written record is sent to you to confirm. |
| Through your hospital’s Pensieve contact | Any Pensieve person | Whoever receives it must route it to the Grievance Officer the same Business Day, and the clock still runs from when you first sent it. |
English and Hindi are answered directly. Write in any other language listed in the Eighth Schedule to the Constitution and a translation is arranged; that may add to the response time and you will be told if it does. An anonymous grievance is accepted and investigated, with the honest limit that Pensieve cannot answer you, check a fact with you, or extend a safe harbour to a person it cannot identify.
The clock
What is committed, and by when
- A grievance alleging an unauthorised disclosure, an active compromise or a risk to patient safety is escalated immediately to the incident process, and the periods above become an outer limit rather than a target.
- If Pensieve is going to miss a date, it tells you before the date passes, with the reason and a revised date. Pensieve does not go quiet.
- The 90-day outer limit is the Indian statutory maximum and is not asserted as a limit in any other market. Where the law of your market fixes a different period for a rights request, that period governs and your market’s privacy notice states it.
Inside Pensieve
What happens to it
- 01RecordEntered in the grievance register with a reference, the date and time of receipt, the category and the clock that applies.
- 02AcknowledgeReference number, the named handler, the expected date and the escalation route, sent to you.
- 03InvestigateRecords, logs, correspondence and interviews as needed. The person whose act is complained about does not investigate it.
- 04DecideUpheld, partly upheld or not upheld, with reasons. A breach allegation, or a complaint about the Grievance Officer, is decided above the Grievance Officer.
- 05RemedyCorrection, erasure, restored access, a process change, an apology, a service credit, or a commercial remedy.
- 06Respond and closeIn writing, with the decision, the reasoning, the remedy, the implementation date and the escalation route. Pensieve does not close a grievance without an explanation.
If you are not satisfied with the outcome, say so within 30 days and the decision is reviewed by someone who was not involved in it. You may also go straight to the external routes below. An internal appeal is not a precondition and Pensieve will not argue that it was.
The routing rule
If your grievance is about a hospital’s records, it is the hospital’s to answer
Over personal data inside a hospital’s tenant, the hospital is the Data Fiduciary and Pensieve Labs is its Data Processor. Your rights over your medical record run against the hospital, and Pensieve cannot lawfully decide on its own to disclose, correct or erase a record it holds on the hospital’s instruction. Presenting Pensieve as the rights route would send you away from the organisation that actually holds the obligation.
So if you contact Pensieve about such a record, Pensieve acknowledges within 3 Business Days, explains the position in plain language, tells you which hospital holds the record and how to reach it where it can do so without disclosing personal data, and asks whether you want the request passed on. It forwards nothing and names nobody unless you ask it to, because telling a hospital that you approached Pensieve about your record is itself a disclosure. Where you do ask, it forwards within 2 Business Days of your answer, so the hospital’s own clock is not lost. Pensieve takes no decision on the merits.
The exception: where the complaint is that Pensieve itself acted outside the hospital’s instructions, accessed data without authority, processed data for its own purposes, or failed at its own security, that is Pensieve’s grievance to answer and this page applies in full.
External escalation
You may escalate at any time
Pensieve does not require you to exhaust its process first, does not ask a complainant to sign a release, a non-disparagement undertaking or a confidentiality agreement as a condition of a remedy, and does not condition a remedy on withdrawing a regulatory complaint.
| Where you are | Escalate to |
|---|---|
| India | The Data Protection Board of India, once it is operational, by the means the Board publishes. For a matter under the Information Technology Act, 2000, the Adjudicating Officer under section 46 of that Act |
| European Union and European Economic Area, including Denmark and Norway | The supervisory authority of your habitual residence, your place of work, or the place of the alleged infringement. In Denmark and Norway, Datatilsynet |
| United Kingdom | The Information Commissioner's Office |
| Australia | The Office of the Australian Information Commissioner |
| United Arab Emirates | The UAE Data Office, or the applicable free-zone data protection authority |
| Any market | A court of competent jurisdiction, or the dispute mechanism in your executed agreement where you are a customer |