Query Escalation and Complaints Resolution Policy

 

Objective of the Policy

InGrade Learning Pvt. Ltd. is committed to providing high-quality products and services to our students. We value complaints as they help us improve our offerings and customer support. We strive to be responsive to the needs and concerns of our students and resolve complaints as quickly as possible. This policy aims to provide guidance to both our students and staff on how we receive and handle complaints. We are committed to handling complaints in a consistent, fair, and impartial manner.

The objective of this policy is to ensure that:

• Students are aware of our Query Escalation Matrix and Complaints Lodgement and Handling Processes.
  
  
• Students and staff understand our complaint handling process.
  
  
• Complaints are investigated impartially, considering all relevant information or evidence.
  
  
• Reasonable steps are taken to protect students’ personal information.
  
  
• Complaints are considered on their merits, taking into account individual circumstances and needs.

 

Definition of a Complaint

In this policy, a complaint refers to an expression of dissatisfaction by a student related to our educational services.

 

Escalation Matrix

Before raising a complaint, students are requested to follow the Escalation Matrix outlined below:

Step 1: For general queries or support, students should raise their query through the Live Chat option available on our official website and learning management system (LMS). Alternatively, they can call the official support
number provided. 

Step 2: If the query remains unresolved or the student is not satisfied with the outcome, they should email their concern to [email protected]. Please note that a complaint can only be raised if the query remains unresolved or has not been resolved according to the student’s expectations after following the escalation matrix.

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How to Make a Complaint

If you are dissatisfied with our educational services, we encourage you to first speak directly with the staff member(s) you have been dealing with, following the Escalation Matrix mentioned above. If you are uncomfortable with this or believe that the staff member is unable to address your concerns, you can lodge a complaint with us using one of the following methods:

• Send an email to [email protected].
  
  
•  Write to us at the following address:
  InGrade Learning Pvt. Ltd.
  Plot No.4,2nd Floor
  Minarch Tower,Sector 44
  Gurugram, Haryana
  Pin code-122003.
  
  

If you have initially communicated your complaint verbally, we may ask you
to put it in writing if we consider it appropriate.

 

Information Required for Complaints

When investigating your complaint, we will rely on the information provided by you and the information we may already have. We may need to contact you to clarify details or request additional information if necessary. To help us investigate your complaint efficiently, please provide the following information:

1. Your name and contact details.
2. The name of the person you have been dealing with regarding your educational service.
3. The nature of the complaint.
4. Details of any steps you have already taken to resolve the complaint
5. Details of relevant conversations you may have had with us.
6. Copies of any documentation supporting your complaint.

 

Recording Complaints

When handling a complaint, we will record your name and contact details. We will also document all details of your complaint, including the facts, causes, outcomes, and actions taken during the investigation. Dates and times relating to actions taken to resolve the complaint and communications between us will also be recorded.

To identify any trends and implement improvements, complaints will be monitored by management, and rectification/remedial actions will be taken as necessary.

If you lodge a complaint, your personal information will be recorded solely for the purpose of addressing your complaint. We will actively protect your personal details from disclosure unless you expressly consent to its disclosure.

If your complaint involves a third-party service provider, such as a tour operator, we may need to speak with them to fully investigate your complaint.

 

Feedback to Students

We strive to resolve your issues at the first point of contact. However, if this is not possible, a more formal complaints process will be followed. We will acknowledge receipt of your complaint within three (3) business days. Once received, we will conduct an initial review of your complaint.

During the review or investigation, we may need to clarify certain aspects or request additional documentation. In such cases, we will explain the purpose and provide feedback on the status of your complaint.

We are committed to resolving your complaint within 30 business days from the date of lodgement. If we are unable to do so, we will inform you of the reason for the delay and specify a new date when we expect to finalize your complaint.

Throughout the review or investigation stage, we may need to seek further clarification or documentation from you to assist in resolving your complaint. If we are waiting for your response, it may extend the finalization timeline beyond 30 business days. In such cases, we will communicate the expected resolution timeframe upon receiving your clarification or additional documentation.

Once we have finalized your complaint, we will provide you with our findings and any actions taken. We will do this in writing, unless mutually agreed to provide the information verbally. You have the right to inquire about the current status of your complaint at any time by contacting us.

 

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Our 6-Step Complaint Process

1. Acknowledgment: Within three business days of receiving your complaint, we will acknowledge its receipt.
   
   
2. Review: We will conduct an initial review of your complaint and determine if any additional information or documentation is required for the investigation. We may need to contact you to clarify details or request additional information.
   
   
3. Investigation: Within 30 business days of receiving your complaint, we will objectively and impartially investigate it, considering the information provided by you, our actions, and any other relevant information.
   
   
4. Response: After completing our investigation, we will notify you of our findings and any actions taken in response to your complaint.
   
   
5. Recording: We will record your complaint for continuous improvement purposes and monitoring through regular reviews. Your personal information will be handled in accordance with relevant privacy legislation.

 

Note: 

This Query Escalation and Complaints Resolution Policy is subject to periodic review and may be updated to reflect changes in our processes. For any further questions or clarifications, please contact us at [email protected]