Dispute Resolution and Customer Feedback Management Protocol

At Meritshot, we are deeply committed to delivering exceptional products and services to our esteemed students. We believe that complaints are valuable opportunities for growth and development, as they enable us to refine our offerings and enhance customer support.

The primary objective of this policy is to establish a clear and effective framework for managing complaints from our students. We aim to create an environment where both our students and staff are well-informed about our Query Escalation Matrix and Complaints Lodgement and Handling Processes, ensuring transparency and accessibility.

Our key objectives are as follows:
1.Ensure students are well-informed about our Query Escalation Matrix and Complaints Lodgement and Handling Processes, enabling them to easily raise queries and complaints.

2. Foster a transparent complaint handling process, keeping both students and staff informed about the progress and resolution of complaints.
3. Investigate all complaints in a fair and impartial manner, considering all relevant information and evidence.
4. Take reasonable measures to safeguard students’ personal information throughout the complaint handling process.
5. Address complaints based on their merits, considering individual circumstances and needs for personalized solutions.
6. Utilize customer feedback from complaints to drive continuous improvement in our products and services, enhancing overall customer experience.

Complaint Definition:

In this policy, a complaint refers to a student’s expression of dissatisfaction concerning our educational services.

Escalation Matrix:

Before filing a complaint, students should adhere to the following escalation steps:

1. Step 1: Raise general queries through Live Chat or our official support number.
2. Step 2: Email concerns to support@meritshot.com if the query remains unresolved or unsatisfactory.
3. Step 3: Further escalate by writing to escalate@meritshot.com if the issue persists after following the previous steps.

Note: Formal complaints can only be lodged if the query remains unresolved or if the resolution does not meet the student’s expectations after completing the escalation process. We are dedicated to promptly and fairly addressing all complaints to ensure student satisfaction.

How to Lodge a Complaint:

At Meritshot, we value your feedback and take complaints seriously. If you are dissatisfied with any aspect of our educational services, we encourage you to follow the steps below to lodge a complaint:

Step 1: Direct Communication
Initially, we recommend discussing your concerns directly with the staff member(s) you have been dealing with, following the Escalation Matrix provided above. If you feel uncomfortable doing so or believe your concerns are not adequately addressed, you can proceed to Step 2.

Step 2: Complaint Submission
Lodge your complaint by sending an email to complaints@Meritshot.com or by writing to us at our registered addresses mentioned below:

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

Please note that if you initially communicated your complaint verbally, we may request you to provide a written version for appropriate documentation.

Information Needed for Complaints:

To facilitate a prompt and thorough investigation of your complaint, kindly include the following information when submitting your complaint:

1. Your full name and contact details.
2. The name of the staff member(s) you have been dealing with in relation to your educational service.
3. A clear description of the nature of your complaint.
4. Details of any previous attempts you made to resolve the complaint.
5. Relevant information about conversations you may have had with us regarding the issue.
6. Copies of any supporting documentation related to your complaint.

Your cooperation in providing these details will help us efficiently address your concerns and work towards an effective resolution. Rest assured, we are committed to handling your complaint with utmost care and fairness, striving to ensure your satisfaction with our educational services.

Complaint Recording and Resolution Process:

At Meritshot, we value your feedback and take complaints seriously. When you lodge a complaint, we follow a structured process to ensure effective resolution and continuous improvement:

Step 1 – Acknowledgment:

Upon receiving your complaint, we will promptly acknowledge its receipt within three business days. Your name and contact details will be recorded for communication purposes.

Step 2 – Review:

We will conduct an initial review of your complaint to understand its nature and determine if further information or documentation is required for the investigation. We may reach out to you to clarify certain aspects or request additional details.

Step 3 – Investigation:

Within 30 business days of receiving your complaint, we will initiate a fair and impartial investigation. We will carefully consider all provided information, our actions, and any relevant data to reach an objective resolution.

Step 4 – Response:

After completing the investigation, we will provide you with our findings and any actions taken in response to your complaint. Our goal is to keep you informed of the progress and outcomes throughout the process.

Step 5 – Action:

If necessary, we will implement appropriate changes to our business practices or policies based on the lessons learned from your complaint. Your feedback is a valuable tool for us to enhance our services.

Step 6 – Recording:

We maintain a record of your complaint for continuous improvement purposes and periodic monitoring. Rest assured, your personal information will be handled in strict compliance with relevant privacy legislation.

Feedback to Students:

We endeavor to resolve your issues at the first point of contact. In case a more formal complaints process is required, we will acknowledge receipt of your complaint within three business days. Throughout the review or investigation, we may need to seek additional details from you, and we will keep you informed about the status and expected resolution timeframe.

Your Right to Inquire:

You have the right to inquire about the current status of your complaint at any time. Feel free to contact us for updates or if you have any further concerns.

Our commitment to delivering high-quality educational services remains steadfast, and we appreciate your valuable feedback in shaping our improvements. This Query Escalation and Complaints Resolution Policy is subject to periodic review and updates to ensure its effectiveness in addressing your needs.