Meritshot
Legal

Grievance Redressal Policy

How to raise concerns and the process Meritshot follows to resolve them.

9.1 Purpose

Meritshot Zetta Edutech Private Limited is committed to providing a fair and transparent mechanism for resolving student concerns and complaints in a timely manner. This policy applies to all students enrolled in any Meritshot program.

9.2 Scope of Grievances

This policy covers complaints related to:

  • Academic delivery, including content quality, session scheduling, or mentor conduct
  • Assessment and evaluation — disputes over grading or re-evaluation outcomes
  • Placement assistance — concerns about access, fairness, or quality of placement support
  • Code of Conduct violations — reports of misconduct by students, staff, or mentors
  • Fee and refund disputes — discrepancies in billing or unresolved refund requests
  • Data privacy concerns — issues related to handling or misuse of personal data
  • Certificate delays or discrepancies

9.3 Grievance Process

Students must follow the structured process below:

1

Raise with Mentor/Coordinator

The student should first raise the concern directly with their assigned mentor or academic coordinator. Resolution timeline: 3 business days.

2

Formal Written Complaint

If unresolved, the student must submit a formal written complaint via email to the designated grievance email address with the subject line: "Formal Grievance — [Nature of Issue]". Required details: student name, batch code, program, description of issue, dates, and supporting evidence if any. Resolution timeline: 7 business days from complaint receipt.

3

Escalation to Management

If still unresolved after Step 2, the student may escalate to senior management. At this stage, a formal review meeting may be arranged. Resolution timeline: 14 business days.

9.4 Resolution Principles

All grievances will be handled with:

  • Confidentiality — information shared will only be disclosed on a need-to-know basis
  • Impartiality — decisions will be made on the basis of facts, evidence, and policy
  • Timeliness — every effort will be made to resolve complaints within the stated timelines
  • No retaliation — students will not face any adverse consequences for raising a legitimate grievance in good faith

9.5 Escalation to External Authorities

If a student remains unsatisfied after completing the internal grievance process, they may approach:

  • The Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019
  • The Data Protection Board of India (once constituted) for data-related complaints
  • Civil courts or arbitration as per the dispute resolution mechanism outlined in the Governing Law & Dispute Resolution Policy

Legal Reference: Under the Consumer Protection Act, 2019, students are entitled to lodge complaints with the District Consumer Disputes Redressal Commission for service deficiency claims up to ₹1 crore in value.

9.6 False or Frivolous Complaints

Students who knowingly submit false, malicious, or frivolous complaints with the intent to harm the reputation of Meritshot, its staff, or fellow students may be subject to disciplinary action under the Code of Conduct.