1. Background
1.1. The terms “company”, “we,” “us,” and “our” refer to the Company, Kredent InfoEdge Private Limited.
1.2. “Service” refers to the Company’s services as mentioned in the Terms of Use (https://www.elearnmarkets.com/terms-of-use).
1.3. “You” refers to you, as a user (or subscriber) of our Site or our Service.
2. Objectives Of The Policy
The Company understands and appreciates the importance of an effective and expeditious resolution of complaints raised by the Users/Subscribers using its Service (referred as a “User”).
User satisfaction is key to the Company and it is therefore essential that the Users have an avenue for communicating with the Company and the Company should put in place internal processes to receive and address all concerns of Users in order to make the User’s experience on the Service enjoyable. In view of the same, the Company has executed and implemented this Grievance Redressal Mechanism.
3. Process to avail Support
3.1. Whilst all efforts are taken to give the Users the best services to avoid any issues, the Users are informed that they can record their complaints, if any, in writing.
3.2. The User can approach the below mentioned service touch points to register any complaint:
3.2.1 Email
Users can write to us at email ID [email protected] for complaints related to the Service. Any complaint through email shall be acknowledged promptly after receipt and a complaint registration number (also known as “ticket id”) shall be issued.
3.3. Important conditions for addressing complaints
3.3.1 All complaints addressed to the Company shall have to comply with the following conditions:
3.3.1.1 All complaints received by email shall be sent from the registered email id of the User, as available on the Company’s records.
3.3.1.2 The User should mention his/her full name and registered mobile number, in the complaint.
3.3.1.3 The complaint/ shall indicate what the complaint is in relation to any specific aspect on the service platform.
3.3.1.4 Any anonymous complaints shall not be entertained.
4. Grievance Redressal
4.1 If the User is not satisfied with the resolution received from above channels, or if the User does not hear from us in two weeks, the User can escalate/write to the Grievance Officer at [email protected] or via e postal mail to the below mentioned address:
Swati Jaiswal
Grievance Officer
Kredent Infoedge Private Limited,
J-1/14, Block - EP and GP, 9th Floor,
Sector V Saltlake City,
Kolkata-700091, WB, IN
4.2 Users are required to quote the complaint number (also known as “ticket id”) provided to them in their earlier communication to help us understand and address their concerns.
4.3 The Grievance Officer shall promptly and no later than 30 (thirty) days from the date of receipt of the grievance, take necessary steps to resolve the grievance.
4.4 If no further communication is received from the User, upon receiving a response from us regarding their complaint/grievance, within the next 10 (ten) days, the grievance shall be treated as satisfied & closed.
5. Grievance Compliance Reporting
A consolidated summary of all the grievances, pending and closed, will be submitted to the Board of Directors of the Company every quarter, by the Grievance Officer, for compliance purposes.