Raising a grievance
If something about your child's records has gone wrong, this page says who to write to, what happens next, and where to go if our answer is not good enough.
Start with the school, and here is why
Under the Digital Personal Data Protection Act, 2023 your child's school is the Data Fiduciary: it decides what is collected, it holds the decision, and it holds the tools. Vempus Technologies Pvt. Ltd. is the Data Processor — we act on the school's written instructions. So if a mark is wrong, a fee is recorded against the wrong child, or a guardian's number needs changing, the school can fix it in minutes and we cannot fix it at all — not because we are unhelpful, but because doing it behind the school's back is exactly what a processor must never do.
When to write to us instead
- The school has asked us for something on your behalf and nothing has happened.
- You believe data has been exposed, or reached somebody who should not have it.
- You contacted us through this website and want that enquiry deleted.
- You think this site or the service itself is doing something it should not.
Who answers
Write to hello@timelino.com with the school's name and what happened. It reaches the people who build Timelino and one of them answers it — we are small enough that this is a person rather than a queue, and we would rather tell you that than name a department that does not exist.
What happens, and how quickly
- Within one working day — we acknowledge it, from a person, not a robot.
- Within seven working days — we tell you what we found and what we are doing. If it needs the school to act, we say so and we copy them in.
- Within thirty days — it is resolved, or you have a written explanation of why it is not and what happens next.
- Within 24 hours, separately and regardless of the above, if it turns out to be a security incident touching a school's data: the account holder hears by phone, then in writing, with what happened, what was reached and what we did.
If our answer is not good enough
Say so, and it goes to somebody who has not looked at it yet. Beyond that you may complain to the Data Protection Board of India, which is the statutory route under the Digital Personal Data Protection Act, 2023, and you do not need our permission to use it.
Who we are, for the record
Vempus Technologies Pvt. Ltd., Pune, India. Email hello@timelino.com.