SpeechThrive | Grievance Redressal Policy

1. Introduction

SpeechThrive is committed to providing a safe, transparent, and reliable platform for all users — Patients, Guardians, and Speech-Language Pathologists (SLPs). We take all complaints seriously and strive to resolve them fairly and expeditiously.

This Grievance Redressal Policy ("Policy") is established in compliance with:

• Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
• Digital Personal Data Protection Act, 2023 (DPDP Act)
• Telemedicine Practice Guidelines, 2020

2. Scope of This Policy

This Policy applies to complaints related to:

• Use of the SpeechThrive platform and its features
• Privacy and data protection concerns
• Platform fees and billing issues (for SLPs)
• Technical issues or platform errors
• Content moderation and takedown requests
⚠️ Note: This Policy does not cover disputes between Patients and SLPs regarding clinical outcomes, therapy fees, or session cancellations. Such disputes must be resolved directly between the Patient and SLP.

3. How to File a Complaint

You may file a complaint by contacting our Grievance Officer through any of the following channels:

📧 Email: hello@aitude.com

📬 Postal Address:
Grievance Officer, Aitude Technologies
C-84, Aawasiya Riico Colony, Ganganagar Road,
Near 3rd Rac, Bikaner, Rajasthan – 334001

Information to Include in Your Complaint

To help us resolve your complaint efficiently, please include:

• Your full name and contact details (email and phone number)
• A clear description of your complaint (what happened, when, and who was involved)
• Supporting documents or evidence (screenshots, emails, recordings, etc.)
• The specific resolution you are seeking
• Your relationship to SpeechThrive (Patient, Guardian, or SLP)

4. Grievance Redressal Process

Acknowledgment

Your complaint will be acknowledged within 24 hours of receipt. You will receive a unique reference number for tracking purposes.

Initial Review

The Grievance Officer will review your complaint to determine its nature, urgency, and whether it falls within the scope of this Policy. You may be contacted for additional information.

Investigation

We will conduct a thorough investigation, which may involve reviewing platform logs, communicating with relevant parties, and examining any supporting documents provided.

Resolution

We will provide a final resolution within 15 days of receiving your complaint. You will be notified of the outcome, the reasons for the decision, and any actions taken.

📌 Resolution Timeline: We aim to resolve all complaints within 15 days. If your complaint requires additional time, we will inform you of the delay and provide an estimated resolution date.

5. Escalation Process

If you are not satisfied with the resolution provided by the Grievance Officer, you may escalate the complaint:

• Send a written escalation request to hello@aitude.com with the subject line "Escalation – [Reference Number]".
• The escalation will be reviewed by the Founder / Senior Management of Aitude Technologies.
• The escalation will be resolved within 30 days of the escalation request.

📌 External Redressal: If you are still not satisfied, you may approach the relevant judicial or regulatory authorities, including:

• Data Protection Board of India (for data protection complaints under the DPDP Act)
• Consumer Courts (for consumer disputes under the Consumer Protection Act, 2019)
• Courts at Bikaner, Rajasthan (for any legal disputes as per the Terms of Service)

6. Grievance Officer

The designated Grievance Officer for SpeechThrive is:

Name: Sandeep Kumar
Designation: Founder, Aitude Technologies
Email: hello@aitude.com
Phone: (To be provided to registered users upon request)
Address: C-84, Aawasiya Riico Colony, Ganganagar Road, Near 3rd Rac, Bikaner, Rajasthan – 334001

📌 Response Commitment: The Grievance Officer will acknowledge your complaint within 24 hours and provide a final resolution within 15 days.

7. Confidentiality & Record-Keeping

• All complaints will be treated with strict confidentiality. Information will only be shared with individuals directly involved in the resolution process.
• We maintain a secure log of all complaints, investigations, and resolutions for compliance and audit purposes.
• Records of complaints will be retained for a minimum of 3 years from the date of resolution.

8. Data Protection Complaints

If you have a complaint regarding the processing of your personal data under the Digital Personal Data Protection Act, 2023, you may:

• Contact our Grievance Officer at hello@aitude.com
• If you are not satisfied with the resolution, you may lodge a complaint with the Data Protection Board of India.

9. Fairness & Non-Retaliation

SpeechThrive is committed to:

✅ Providing a fair, impartial, and transparent grievance redressal process for all users.
✅ Ensuring that no user is subjected to retaliation for filing a genuine complaint in good faith.

10. Changes to This Policy

We may update this Grievance Redressal Policy from time to time to reflect changes in our practices or legal requirements. When we do, we will revise the "Last Updated" date at the top of this page. We encourage you to review this policy periodically.

11. Contact Us

If you have any questions about this Policy or wish to file a complaint, please contact us:

Aitude Technologies
C-84, Aawasiya Riico Colony, Ganganagar Road,
Near 3rd Rac, Bikaner, Rajasthan – 334001
Email: hello@aitude.com
GSTIN: 08ATEPK7893C1ZF

By using SpeechThrive, you acknowledge that you have read, understood, and agreed to this Grievance Redressal Policy.