Grievance Policy

1. Introduction

Teachway Education Private Limited is committed to providing quality services and maintaining high standards of customer satisfaction. This Grievance Policy outlines the procedure for addressing and resolving complaints and grievances from students, parents, and other stakeholders.

2. Scope

This policy applies to grievances related to:

• Quality of educational services
• Conduct of faculty or staff
• Administrative issues
• Billing and payment disputes
• Refund requests
• Technical issues with online platforms
• Any other service-related concerns

3. Grievance Submission

3.1 Methods of Submission

Grievances can be submitted through:

• Email: grievance@teachwayeducation.com
• Phone: +91 123 456 7890
• Written complaint at our office
• Online form on our website

3.2 Information Required

When submitting a grievance, please provide:

• Your full name and contact information
• Student ID or enrollment number (if applicable)
• Detailed description of the grievance
• Relevant dates and times
• Any supporting documents or evidence
• Desired resolution or outcome

4. Grievance Resolution Process

4.1 Acknowledgment

We will acknowledge receipt of your grievance within 2 business days via email or phone.

4.2 Investigation

Our Grievance Officer will investigate your complaint thoroughly, which may include:

• Reviewing relevant records and documentation
• Interviewing relevant staff members
• Examining the circumstances surrounding the grievance
• Consulting with relevant departments

4.3 Resolution Timeline

• Simple Grievances: Resolved within 7 business days
• Complex Grievances: Resolved within 15 business days
• Very Complex Cases: May take up to 30 business days with regular updates

4.4 Response

Once the investigation is complete, we will provide a written response detailing:

• Findings of the investigation
• Actions taken or proposed
• Resolution or outcome
• Any follow-up actions required

5. Escalation Process

If you are not satisfied with the initial resolution:

1. Level 1: Contact the Grievance Officer
2. Level 2: Escalate to the Operations Manager
3. Level 3: Final escalation to the Director

6. Grievance Officer

Our designated Grievance Officer is responsible for:

• Receiving and processing all grievances
• Coordinating investigations
• Ensuring timely resolution
• Maintaining records of all grievances
• Providing regular reports to management

7. Confidentiality

All grievances will be handled with strict confidentiality. Information will only be shared with individuals directly involved in the resolution process.

8. Non-Retaliation

We maintain a strict non-retaliation policy. No adverse action will be taken against any individual for submitting a grievance in good faith.

9. Record Keeping

All grievances and their resolutions will be documented and maintained in accordance with our record-keeping policies and applicable regulations.

10. Contact Information

Grievance Officer
Teachway Education Private Limited
Email: grievance@teachwayeducation.com
Phone: +91 123 456 7890
Address: Corporate Office, Education Hub, India
Working Hours: Monday to Friday, 9:00 AM to 6:00 PM

11. External Recourse

If you are not satisfied with our internal resolution process, you may seek external recourse through relevant consumer protection authorities or regulatory bodies.