Dispute Resolution and Customer Feedback Management Protocol

At Meritshot, we are deeply committed to delivering exceptional products and services to our students. We view complaints and feedback as valuable opportunities to learn, grow, and enhance our offerings and support systems.

The primary objective of this policy is to establish a clear and effective framework for managing complaints. It ensures that both students and staff are well-informed about our Query Escalation Matrix and Complaints Lodgement and Handling Processes, thereby promoting transparency and accessibility.

Objectives

Our key objectives are to:

1. Ensure students are aware of our escalation and complaint-handling processes, making it easy for them to raise queries or complaints.
   
2. Foster a transparent and accountable complaint-handling process, keeping students informed of progress and outcomes.
   
3. Investigate all complaints fairly, impartially, and based on available evidence.
   
4. Safeguard students’ personal information during all stages of complaint handling.
   
5. Address complaints on their merits, considering individual circumstances to offer personalized solutions.
   
6. Use customer feedback from complaints to drive continuous improvement in our products and services.
   
   

Definition of a Complaint

In this policy, a complaint refers to a student’s expression of dissatisfaction regarding any aspect of Meritshot’s educational services.

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Escalation Matrix

Before lodging a formal complaint, students should follow these steps:

• Step 1: Raise general queries via Live Chat or our official support number.
  
• Step 2: If unresolved, email your concern to support@meritshot.com.
  
• Step 3: If still unresolved, escalate to escalate@meritshot.com.
  

Note: A formal complaint may be lodged only if the issue remains unresolved or the resolution provided is unsatisfactory after completing the above steps.

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How to Lodge a Complaint

If you are dissatisfied with any aspect of our services, follow the steps below:

Step 1 – Direct Communication:
Discuss your concern directly with the staff member involved, as per the escalation matrix. If this feels uncomfortable or ineffective, proceed to Step 2.

Step 2 – Formal Submission:
Submit your complaint by emailing complaints@meritshot.com or by writing to:

Meritshot
B-49, B-Block, Sector 64, Noida

If you initially raised the issue verbally, you may be asked to provide a written version for documentation.

Information Required

To help us investigate efficiently, please include:

• Your full name and contact details
  
• Names of the staff member(s) involved
  
• A clear description of your complaint
  
• Steps you have already taken to resolve it
  
• Details of any prior discussions or communications with us
  
• Copies of any relevant documents
  Providing complete details will enable us to resolve your complaint promptly and fairly.

Complaint Handling Process

We follow a structured six-step process:

1. Acknowledgment: We will acknowledge your complaint within 3 business days, recording your contact details for communication.
   
2. Review: We conduct an initial review to understand the nature of the complaint and request further information if needed.
   
3. Investigation: Within 30 business days, we will conduct a fair and impartial investigation considering all available evidence.
   
4. Response: We will share our findings and any corrective actions taken. You will be kept informed throughout the process.
   
5. Action: If required, we will implement changes to policies or practices based on lessons learned from your complaint.
   
6. Recording: All complaints will be logged for monitoring and continuous improvement. Your personal data will be protected in compliance with privacy laws.
   
   

Feedback to Students

We aim to resolve issues at the first point of contact.
If a formal process is required, we will:

• Acknowledge receipt within 3 business days
  
• Request additional details if needed
  
• Keep you informed about the investigation status and expected resolution timeline
  You have the right to request updates on your complaint at any time.

Our Commitment

Meritshot is committed to delivering high-quality educational services. We appreciate and value your feedback as it helps us continuously improve. This Query Escalation and Complaints Resolution Policy will be reviewed periodically to ensure it remains effective, transparent, and student-centric.