Everything the firm has to say about how it plans to handle complaints is laid out here. All of the company’s offerings fall under the purview of this policy. This policy meets all of the necessary criteria for receiving and responding to complaints about the quality of services, or about the institution’s actions or inactions.
Dissatisfaction with the institution’s policies and procedures, as well as complaints about the following: the institution’s failure to provide a service, the quality of its facilities or learning resources, the treatment or attitude of its employees, and the institution’s failure to follow an appropriate administrative process.
Follow the steps outlined here if you have any issues with the company’s educational or support services (other than the granting of credit, a mark, grade, or qualification in respect of which the Academic Appeals Procedure applies).
Procedure One in Resolving a Complaint
Quickly noting the nature of a complaint is crucial. A complaint (which may, for instance, be predicated on a misunderstanding or disagreement) may occasionally require a calm, balanced, and non-prejudicial dialogue between parties to be resolved swiftly and informally, without the need for further action.
If a problem is addressed as soon as possible, it may usually be fixed by having a conversation with the appropriate person, such as those on the following lists.
Positions: Sales Consultant, Trainer, Operation Manager, or the Managing Diretcor
You should address your complaint directly to the individual it concerns whenever possible.
The person you reach out to may be able to provide a direct solution, make an intervention, or at least provide helpful direction as to what to do next. They might be able to give you advice on what constitutes a sufficient remedy and give you a chance to think about whether or not there is a valid complaint to be addressed. You’ll be able to make an informed decision about whether and how to proceed.
- Follow the formal procedures outlined below if you believe that your complaint was not handled adequately at the original, local level, or if the matter is more serious in nature.
You can file a formal complaint with the company by filling out the Student complaints form and providing an explanation of the problem. After filling out and signing the form, please either scan and email it to md@primehse.com or send a paper copy to our Main Office in Mumbai, India by registered mail. A complaint must be filed no later than 10 business days after the incident or incident that gave rise to the complaint has occurred. In the event of a delay, please provide an explanation.
- Please fill out all areas of this form and provide a brief description of the complaint.
The complainant’s supporting materials and paperwork should be relevant to the stated case at hand.
All pertinent facts should be stated, documented, and supported by the evidence.
- Include a detailed explanation of the events or circumstances upon which your complaint is founded and attach any relevant paperwork to back up your claim.
- Include specifics such as dates, names of people you spoke with, amounts owed, outstanding balances, etc.
-
All fields must be completed, and your signature and date must be included in order for us to process your complaint.
PRIMEHSE may send you a letter asking you to drop the complaint if it determines that doing so would be in the best interests of the company. You must respond in writing within 10 working days to request that the complaint be processed.
If the problem can’t be fixed informally, the next step is for the Course Director to speak with individuals who were involved in providing the service (such as the Course Tutor, Training Coordinator, Sales Counselor, Sales Manager, etc.) to formally consider the complaint. At this point, you will be notified that legal proceedings have begun.
- If you’re still not happy after going through the Institute’s formal internal review and complaints procedures, you can take it up with the Accreditation Bodies.
- When severe complaints are made, it is crucial that they be investigated by the course director, who is separate from the problem and will treat it with confidentiality and sensitivity. In this case, the complainant will be updated on the resolution. However, it would be inappropriate to provide specific data affecting any individual, especially in cases where disciplinary action is taken. When the inquiry into a complaint is complete, the course director signs off on the company’s final stance to reassure the complainant that their concerns have been heard and addressed.
The course director’s main focus will be on conducting thorough investigations and making decisive decisions regarding more complex complaints and responsibilities in investigating and resolving complaints, such as the ability to pinpoint problems, implement appropriate solutions, and offer apologies on behalf of the company when necessary.
Cases of Discipline:
However, a student who is found to have behaved in a way that unduly disrupts the company’s operations may be subject to disciplinary action. If a candidate approaches or files a complaint with the institution in any of the below unethical ways, the institution may terminate the candidate’s complaints. In response to such conduct, the level of punishment will be increased.
- Asking for an unethical favor of any kind from the organization.
- Plagiarism or other unethical practices in submitted work or exams will not be tolerated.
- Aggressive or harassing behavior, either physical or verbal, towards any student or person, such as a tutor, functioning on behalf of Institute; or the disruption or attempted disruption of the teaching or administration of the company’s activity.
- The use of drugs or alcohol at any of the locations where classes are being held.
- Loss of, or vandalism to, company property or property at the locations where company classes are held.
- Any more actions that go against the company’s disciplinary policies.
If the course director has reason to believe a student has committed a disciplinary infraction, they will exercise their discretion and decide whether or not to initiate disciplinary proceedings.
All concerns must be documented for later study. Complaint data used in this way can help pinpoint root problems, pinpoint areas for improvement, and even provide insight into potential training opportunities.
Examining the Complaint Procedure:
The effective date of this policy and the complaints procedure is 1st November 2022, and it will be revised each year.
You can call the Institution between Monday and Friday at +91 98205 92001 to get more information about this policy.
