Grievance Redressal

At PromediExcel Learning (PEL), we are committed to maintaining transparency, accountability, and trust with all our users. Our Grievance Redressal Mechanism ensures that any concerns, complaints, or issues raised by our users are addressed promptly, fairly, and following applicable laws and ethical standards.

Purpose

The purpose of this policy is to establish a framework for users to voice their grievances regarding any aspect of the platform, including but not limited to:

• Course content and instructor conduct
• Technical issues or access-related problems
• User behavior or community violations
• Unfair treatment or harassment
• Refund disputes or financial concerns
• Violations of our terms, policies, or ethical guidelines

Grievance Contact Information:

Name: Dr. Pradyumna Pandey

Email: pradyumna@promediexcel.com

Response Time: Within 3-5 business days

Resolution Timeframe: Typically, within 15 business days from receipt of complaint.

How to Lodge a Grievance

Users may file a grievance by sending an email to the Grievance mail ID or by submitting a form on the platform’s Contact page. Please include:

• Your full name and registered email address
• A detailed description of the grievance
• Any supporting evidence or documentation (e.g., screenshots, transaction details, etc.)
• The date and nature of the incident or issue

Incomplete submissions may delay the resolution process. Users are encouraged to submit clear and complete information for timely handling.

Review & Resolution Process

• Acknowledgment: Upon receiving the grievance, you will receive an acknowledgment of the complaint within 2-3 business days.
• Evaluation: The grievance will be reviewed and, if necessary, discussed with relevant stakeholders (e.g., instructors, technical support, or moderators).
• Resolution: A resolution will be communicated within 15 business days. If more time is required due to the complexity of the issue/case, the user will be informed of the delay with an estimated timeline.
• Appeals: If the user is not satisfied with the resolution, they may appeal to a higher authority within PEL. Instructions for appeal will be shared in response.

All grievances and related communications are treated with strict confidentiality. We are committed to protecting the identity and privacy of users, raising concerns unless disclosure is required by law or with user consent.

We view grievances as valuable feedback that helps us enhance our services and maintain a positive learning environment. Users are encouraged to report issues constructively, and we pledge to address them with professionalism, empathy, and fairness.