Grievance Redressal Policy
Smart Research Solutions (SRS)
Last Updated: 23 October 2026
Smart Research Solutions is committed to maintaining a professional, transparent, respectful and academically responsible environment for researchers, students, educators, institutions and other individuals engaging with our services and learning platforms.
We welcome feedback and provide the following grievance redressal process to address concerns fairly, confidentially and in a timely manner.
1. Scope of the Policy
This policy applies to grievances concerning:
Research consultancy and academic support services.
Educational programmes, courses, workshops and training.
Researcher’s Club activities and community interactions.
Payments, cancellations and refunds.
Website functionality, accounts and accessibility.
Privacy, personal information and confidentiality.
Academic integrity, research ethics and professional conduct.
Other concerns reasonably related to SRS activities or services.
2. Submitting a Grievance
Concerns may be submitted through the following contact:
Grievance Contact: Gaurav Pattnaik
Organisation: Smart Research Solutions
Email: info@smartresearchsolutions.in
Telephone: +91 89262 14332
Location: Bhubaneswar, Odisha – 751006, India
Please provide a clear description of the concern, relevant dates, supporting information where appropriate, and the resolution you are seeking.
Do not submit passwords, unnecessary identification documents or unrelated sensitive personal information.
3. Acknowledgement
We aim to acknowledge grievances within two working days of receipt.
Acknowledgement confirms that a complaint has been received; it does not necessarily indicate that the matter has been investigated or resolved.
Applicable statutory acknowledgement or response requirements will take precedence where required.
4. Review and Resolution
Each grievance will be considered according to its nature, seriousness and available supporting information.
Depending on the circumstances, our review may involve examining relevant records, requesting clarification, consulting individuals involved or reviewing applicable service conditions.
We aim to provide an initial substantive response within 15 working days, where reasonably practicable.
Complex matters may require additional time. Where appropriate, we will communicate the reason for the delay and the anticipated next steps.
These are internal service targets and do not override shorter statutory timelines or other obligations under applicable law.
5. Academic Integrity and Research Ethics
SRS takes concerns involving plagiarism, research misconduct, fabricated or falsified information, inappropriate academic assistance and related ethical matters seriously.
Such concerns may be reported through the grievance contact provided above.
Reports will be reviewed with appropriate discretion, considering the relevant evidence and applicable academic or professional standards.
6. Privacy and Confidentiality
Concerns involving personal information, privacy, account access or confidential research material may be submitted to:
Email: info@smartresearchsolutions.in
Personal-data complaints and requests will be handled in accordance with applicable law and the SRS Privacy Policy.
Information supplied during a grievance will be used and shared only as reasonably necessary for reviewing and addressing the concern, maintaining records, or complying with legal obligations.
7. Payments, Refunds and Cancellations
Complaints involving payments, enrolment fees, refunds or cancellations will be considered with reference to the applicable service conditions, purchase terms and Refund & Cancellation Policy, subject to applicable consumer rights.
Submitting a grievance does not automatically establish an entitlement to a refund.
8. Further Review and Escalation
If a complainant is dissatisfied with the initial response, they may request further review by replying to the original grievance correspondence or contacting the same official email address with the subject line Request for Grievance Review.
Where reasonably practicable, the matter will be reconsidered with reference to the original complaint, response and any additional information provided.
This internal process does not restrict access to any legal, regulatory or statutory grievance-redressal mechanism available under applicable law.
9. Respectful Communication
SRS welcomes genuine feedback, including critical feedback.
We expect communications to remain respectful. Threats, harassment and deliberate misuse of the grievance process may result in proportionate protective measures, subject to applicable law.
10. Policy Updates
This policy may be reviewed and updated to reflect changes in SRS services, operational processes or applicable requirements.
The current version will be made available on the website, together with its revision date.
11. Contact
Smart Research Solutions
Bhubaneswar, Odisha – 751006, India
Email: info@smartresearchsolutions.in
Phone: +91 89262 14332
Research · Education · Consulting