Grievance Redressal Policy

Effective Date: 17 June 2026

Applicable to: All students (ages 3-8), parents/guardians, staff, and visitors of Ultra

1. Purpose

Ultra (“the School”) welcomes feedback and is committed to resolving concerns from Parents, students, and staff fairly, promptly, and confidentially. This Policy describes how to raise a concern and how it will be handled.

2. What Can Be Raised

• Concerns about a child's academic progress, well-being, or treatment by staff or other students.
• Concerns about fees, billing, or administrative matters.
• Concerns about how personal data or photographs/videos of a child have been used.
• Concerns about safety, hygiene, or facilities.
• Any other concern related to the School's policies or conduct of staff/students.

Safeguarding concerns (suspected abuse or harm to a child) should be raised immediately and directly with the Principal or Child Protection Officer per the Child Safety & Safeguarding Policy, rather than through the standard grievance route, given the urgency involved.

3. How to Raise a Concern

1. Step 1 – Informal: Speak to or message the Class Teacher first for day-to-day concerns; many issues are resolved at this stage within 2–3 working days.
2. Step 2 – Formal (Written): If unresolved, or for more serious matters, submit a written complaint (email or written note) to the Principal/School Office, including the child's name, class, nature of concern, and any supporting details.
3. Step 3 – Escalation: If still unresolved, the complaint may be escalated in writing to the School management/owner for final review.
4. Step 4 – External: For data-privacy complaints unresolved internally, Parents may approach the Data Protection Board of India under the DPDP Act, 2023; for safeguarding matters, Parents may approach the police, Childline (1098), or the local Child Welfare Committee.

4. Timelines

• Acknowledgement of a formal written complaint: within 2 working days.
• Investigation and resolution/response: within 10 working days, or longer with reasons communicated if the matter is complex.

5. Confidentiality & Non-Retaliation

Complaints are handled confidentially, shared only with those who need to be involved to investigate and resolve the matter. The School will not take any adverse action against a Parent, student, or staff member for raising a genuine concern in good faith.

6. Records

The School maintains a confidential log of formal complaints and their resolution, reviewed periodically by School management to identify and address recurring issues.

7. Contact for Grievances

Class Teacher: [Name/Contact] Principal/School Office: [Name/Email/Phone] Child Protection Officer: [Name/Phone]

Data Protection Officer (for privacy/data concerns, including the Ultra Super App): [Data Protection Officer / Grievance Officer Name] Email: [dpo@ultraschool.in] Phone: +91 81369 46055