1 Scope & Objective

The objective of this Grievance Redressal Policy is to create a formalized system through which students, parents, or other stakeholders can file complaints regarding any academic, administrative, or technical issues faced during their association with The EdTech Institute of Artificial Intelligence.

This policy ensures that all grievances are treated with confidentiality, impartiality, and resolved within the stipulated timelines.

2 Grounds for Grievance

A grievance may be filed under, but not limited to, the following circumstances:

Valid Grievance Categories:

  • Non-availability of LMS access or learning materials.
  • Issues regarding fee refunds, payments, or EMI processing.
  • Misconduct, harassment, or inappropriate behavior by staff or peers.
  • Unfair evaluation or delay in issuing certificates.
  • Misrepresentation of course content or career outcomes.
Frivolous, abusive, or malicious complaints without factual basis may be dismissed without further action.

3 Redressal Mechanism

To ensure a smooth resolution process, grievances must be submitted in writing via the official channel. You can file a grievance by emailing our support team with the subject line “Grievance Redressal Request.”

Upon receiving the complaint, a unique ticket number will be generated, and the complainant will receive an acknowledgment email. The matter will then be routed to the relevant department for investigation.

4 Escalation Matrix

If a grievance is not resolved at the initial level, the complainant has the right to escalate the matter through the following matrix:

Escalation Levels

  • Level 1 (Support Team): Initial complaint filed via email. Resolution attempted within 48 hours.
  • Level 2 (Grievance Officer): If unsatisfied, escalate to the Grievance Redressal Officer within 7 days.
  • Level 3 (Ombudsman / Senior Management): Final internal escalation for unresolved or complex cases.

5 Turnaround Time (TAT)

We strictly adhere to the following timelines to ensure your concerns are addressed promptly:

  • Acknowledgment: Within 24-48 working hours of receiving the complaint.
  • Resolution: A final resolution is typically provided within 7 to 30 working days, depending on the complexity of the issue and verification required.
  • Escalation Review: Escalated complaints are reviewed and addressed within 15 working days of escalation.
Complaints requiring third-party verification (e.g., payment gateway investigations) may take longer, subject to external processing times.

6 Grievance Officer Details

As per regulatory guidelines, The EdTech has appointed a dedicated Grievance Redressal Officer to handle all escalations. You can reach out to the officer directly using the details below:

Designated Grievance Officer

  • Name: Grievance Redressal Officer
  • Company: The EdTech Institute of Artificial Intelligence
  • Email: team@theedtech.in

When contacting the Grievance Officer, please include your registered email ID, enrollment number (if applicable), and the unique ticket number from Level 1 support.

Need to File a Grievance?

If you have an issue that needs resolution, please reach out to our support desk. We’re here to help.

The EdTech Institute of AI

Email: team@theedtech.in

Website: theedtech.in

By using our platform, you acknowledge that you have read and understood the Grievance Redressal Policy. We are committed to ensuring a fair process for all our learners.

Last Updated: October 2024