1. What this policy covers
Any complaint about The Saath Foundation ("Saath Foundation"), including:
- (a) your personal data: access, correction, erasure, consent, nomination, or how we used it (the DPDP Act, 2023);
- (b) donations: receipts, tax certificates (Form 114), refunds, monthly giving, the Rupee Trail;
- (c) giving from abroad (FCRA route);
- (d) visits, volunteering or messages, including a suspension decision;
- (e) the conduct of Saath Foundation staff or volunteers (other than child-safety concerns);
- (f) the website.
Child-safety concerns are not grievances. They go straight to the Safeguarding Officer under the Child Protection Policy, the same day. If you raise one here, we pass it on at once.
2. Grievance Officer
| Name | Anshu Aggarwal |
| Role | Grievance Officer and contact person for personal-data matters under the DPDP Rules, rule 9 |
| help@thesaathfoundation.com | |
| Phone | +91 85913 18882 (9 am to 7 pm) |
| Post | 754, Guru Apartments, Sector 14, Rohini, Delhi 110085 |
| Online | Account → Privacy & data → Raise a request, or the form at /en/contact |
3. How to raise a grievance
Tell us:
- your name, and the email or mobile number you used with us;
- what happened, with dates and any reference (receipt number, booking reference);
- what you would like us to do.
For a personal-data request, say which right you are using (access, correction, completion, updating, erasure, withdrawal of consent, or nomination). We may ask you to confirm your identity before acting. A parent or lawful guardian may act for a child. A nominee may act for a person who has died or cannot act.
There is no fee.
4. What happens next
| Step | Time |
|---|---|
| Acknowledgement with a reference number | Within 2 working days |
| Response or resolution | Aim: within 30 days. Where we need longer, we tell you why and when to expect an answer |
| Maximum for personal-data grievances | One month from your grievance, including any review (SPDI Rules, 2011, rule 5(9)) |
| Complaints about content others posted (for example a fundraiser page) | Acknowledged within 24 hours and resolved within 15 days. Intimate or child-identifying images: acted on within 24 hours |
| Refund decisions (duplicate or mistaken payments only) | Within 7 working days of receiving everything we need (Refund & Cancellation Policy) |
Every grievance is logged, with its timeline tracked, so none is lost. The Grievance Officer reports numbers and themes to the trustees every quarter.
5. Review by a trustee
If you are not satisfied with the Grievance Officer's answer, reply within 30 days asking for a review. A trustee not involved in the original decision reviews it and replies within 30 days. For personal-data grievances the review is optional, and our final answer, including any review, comes within one month of your original grievance. You do not need a review before approaching the Data Protection Board.
6. Going further
- Personal data: after using this process, you may complain to the Data Protection Board of India (DPDP Act s.13(3)).
- Payments: you may also contact Razorpay or your bank. For RBI-regulated payment issues, the RBI Integrated Ombudsman Scheme may apply.
- Tax-exemption matters: Commissioner of Income-tax (Exemptions), Delhi. Foreign-contribution matters: Ministry of Home Affairs, FCRA Wing.
- Anything else: you keep all your legal rights.
7. Fair treatment
We will not treat you less favourably for raising a grievance. We keep grievances confidential and share them only with people who need to resolve them.