1. Objective
We use a structured process to ensure complaints are acknowledged, investigated, and resolved with evidence-based decisions.
What this mechanism covers
- Complaints from learners, applicants, partners, or platform users.
- Issues related to access, payments, refunds, certification, conduct, or communications.
- Concerns regarding data privacy, platform usage, or misrepresentation allegations.
What this mechanism is not
- Not a substitute for court/consumer forum remedies available under applicable law.
- Not a channel for clinical advice or patient-care requests.
Operational principles
Targets are operational commitments and may vary where additional verification, fraud checks, or third-party confirmations are required.
2. Appointment of Grievance Officer
Telehealth School designates the following role for receiving and managing grievances.
Grievance Officer details
Name/Designation: Grievance Officer – Telehealth School
Entity: Unit of SFCA Organization
Address: OC 1123, Greater Noida, Gaur City Centre 201009, India
Email: info@india.telehealth.school
Phone: 011-69270774
Grievance Officer responsibilities
- Receiving complaints and issuing acknowledgements.
- Maintaining complaint records and timelines.
- Facilitating internal investigation and fact-finding.
- Issuing reasoned decisions with clear policy references.
- Ensuring closure within stated timelines unless exceptional circumstances apply.
For certain grievances (payments, refunds, identity issues), additional verification may be requested before final closure.
3. Scope of grievances
Grievances may relate to (but are not limited to) the following categories.
Access & technical
- Course access, login issues, portal downtime.
- Video playback, downloads, or document access errors.
- Account security incidents and unauthorized access.
Payments & refunds
- Payment disputes, duplicate charges, invoice issues.
- Refund/cancellation requests and policy interpretation.
- Chargeback-related clarifications and supporting documentation.
Program delivery
- Certification concerns, assessment disputes (where applicable).
- Content accuracy complaints or update requests.
- Instructor conduct, support conduct, or communication concerns.
Privacy & communications
- Data privacy concerns, consent/withdrawal requests.
- Marketing communication disputes or unsubscribe failures.
- Allegations of misrepresentation in marketing materials.
Partnership & B2B
- Partner onboarding issues and deliverable disputes.
- Contractual performance clarifications (where applicable).
- Brand usage or attribution disputes.
Service deficiency
- Any deficiency in service as alleged by the complainant.
- Unresponsive support or undue delay concerns.
- Disputes on activation timestamps and deliverables.
Not accepted as grievances
- Anonymous complaints with no contact details and no verifiable enrollment/transaction reference.
- Incomplete submissions that cannot be validated despite follow-up attempts.
- Requests for clinical advice, patient-specific medical guidance, or telemedicine prescriptions.
4. Grievance submission process
Submit grievances in writing so we can track, investigate, and respond with verifiable records.
Primary submission channel
Email: info@india.telehealth.school
Phone (for support assistance only): 011-69270774
Information to include (mandatory)
- Full name
- Registered email ID
- Course enrolled (if applicable)
- Transaction ID / receipt reference (if applicable)
- Detailed description of the grievance
- Supporting documents (screenshots, receipts, emails) if any
Anonymous or incomplete complaints may not be processed if we cannot validate identity, enrollment, or transaction details.
Email template generator (optional)
Use the form below to generate a structured grievance email you can copy and paste.
5. Time-bound resolution protocol
We follow a staged protocol: acknowledgement, investigation, and a reasoned decision.
5.1 Acknowledgement (within 48 hours)
- Every valid grievance is acknowledged within 48 hours of receipt.
- The acknowledgement includes a unique grievance reference number.
- If information is missing, we will request clarifications; the grievance may be paused until received.
5.2 Investigation & review
- Review internal records and communications relevant to the grievance.
- Examine payment logs, access logs, and service delivery timelines.
- Seek clarifications from relevant internal departments and vendors (if applicable).
- Contact the complainant for additional information where necessary.
5.3 Resolution timeline (within 30 days)
- A reasoned response is issued within 30 days from the date of receipt of the grievance.
- The response clearly states findings, action taken (if any), refund outcome (if applicable), and the policy reference.
- If a matter requires more time due to third-party confirmations or complex verification, we will provide interim updates.
“Reasoned response” means we explain what we found, what evidence was used, and what decision was made.
6. Escalation mechanism
If you disagree with the decision, you can request a review by senior management.
Appeal process
- If dissatisfied, a written appeal may be filed within 7 days of receiving the decision.
- Appeals are reviewed by senior management (or a designated reviewer not directly involved in the initial decision).
- A final decision is communicated within 15 additional days after receiving the appeal.
7. Record keeping
We maintain digital records so outcomes are auditable and consistent.
Records maintained
- Complaint register (digital format) with reference numbers.
- Resolution timelines and SLA tracking (acknowledgement and closure dates).
- Evidence pack (screenshots, emails, logs, invoices where applicable).
- Action taken report and closure documentation.
Retention
Records are retained for audit and compliance needs and may be stored securely in digital systems with controlled access.
8. Frivolous or malicious complaints
We protect learners’ rights while preventing abuse of refund or support systems.
Examples of abuse
- Fraudulent complaints with fabricated receipts or identity.
- Abusive, threatening, or extortionary communications.
- Repeated complaints filed to misuse refund provisions after asset delivery.
- Chargeback threats used to coerce outcomes contrary to written policy.
Possible actions
- Account suspension (temporary) for investigation and risk control.
- Denial of future enrollment in severe or repeated abuse cases.
- Legal recourse where required to protect the platform and stakeholders.
We do not retaliate against good-faith complainants; actions apply only for verified abuse patterns or fraud signals.
9. Transparency commitment
We aim for fair outcomes using consistent rules and evidence.
Our commitments
- Non-retaliation against complainants.
- Impartial review and equal treatment.
- Evidence-based decision making.
- Clear explanations with policy references.
What we may request from you
- Verification of registered email/phone.
- Transaction reference and payment method details.
- Specific dates/timestamps and screenshots for technical issues.
- Written confirmation for refund processing and bank/payment method constraints.
10. Platform availability
This policy is visible before purchase and easy to access at any time.
- Published on the website and accessible through a footer link.
- Available before checkout (or linked from checkout where applicable).
- Referenced in Terms & Conditions and Refund & Cancellation Policy.
We recommend keeping this page URL stable for compliance and customer trust (avoid frequent URL changes).
Optional strengthening (recommended for high-ticket courses)
These items can reduce disputes and improve outcomes for $1,200 programs.
Recommended additions
- Mandatory pre-litigation mediation clause.
- Arbitration clause (India jurisdiction) where appropriate and enforceable.
- Chargeback dispute protocol (documentation checklist, response timelines, evidence pack format).
- Internal compliance audit reporting for refund + grievance SLAs.
- Quarterly grievance summary disclosure (aggregate counts only; no personal data).
Contact details
Use the email channel for official complaints and documentation exchange.
Primary contact
- Email: info@india.telehealth.school
- Phone: 011-69270774
- Address: OC 1123, Greater Noida, Gaur City Centre 201009
Suggested operational mailboxes (optional)
- Admissions: admissions@india.telehealth.school
- Support: support@india.telehealth.school
- Billing: billing@india.telehealth.school
- Partnerships: partners@india.telehealth.school
- Grievance: grievance@india.telehealth.school
You can publish only info@india.telehealth.school publicly and keep the role-based addresses for internal routing if preferred.