Dispute Resolution and Grievance Policy

We value your trust & understand that there may be situations where you need to address concerns or grievances. This Customer Grievance Policy outlines our commitment to addressing and resolving grievances in a transparent and efficient manner.

The purpose of this policy is to:
1. Define the process for customers to raise grievances.
2. Ensure timely and fair resolution of grievances.

Customers can submit grievances through the following channels: 1. Email: Send an email to dircblhe@gmail.com
2. Phone: Contact our merchant support team at 044 22358010
When submitting a grievance, please provide the following information: 1. Details of the service / product for which the payment was made / initiated.
2. A clear description of the grievance, including relevant transaction details like Order ID / Reference Number.
3. Any supporting documents or evidence including images of the product etc.
4. We will never ask you for your credit card details, OTP, Password etc. Please don’t share it with anyone even if claiming to be our representative.

Upon receiving a grievance, we will follow these steps: 1. Acknowledgment: We will promptly acknowledge receipt of your grievance within 3 working days.
2. Investigation: Our dedicated grievance resolution team will thoroughly investigate the matter, including reviewing transaction records, communication history, and any supporting documents.
3. Resolution: We will work diligently to resolve the grievance as quickly as possible and keep you informed.
4. Communication: We will keep you informed throughout the resolution process, providing updates and the expected timeframe for resolution.
5. Closure: Once the grievance is resolved, we will notify you of the outcome and actions taken.
 

Escalation: If you are not satisfied with the resolution provided, you have the option to escalate the grievance to a higher authority within our organisation as per details below:
Name of grievance officer: Dr. D. George Washington
Email ID of grievance officer: 044 2235 8003

While escalating the matter to the Grievance Officer, you are requested to share complete details of grievance raised with the Support / Help-Desk team and resolution provided.
Feedback: We value your feedback on our grievance resolution process. Your input is essential in helping us improve our services and prevent similar grievances in the future. You can share your feed-back with us at https://auelearn.annauniv.edu