Raise Clearly
Submit issue details with enrollment, payment, or partner references.
Support Escalation
Grievance Redressal
ISDM NxT provides a structured grievance process for learners, parents, franchise partners, colleges, employers, and website users who need help with service, payment, access, or communication concerns.
Escalation Path
Issues move from support review to management escalation when needed.
Fair Resolution
Cases are reviewed on records, policy terms, and service status.
1. Who Can Raise a Grievance
Students, parents, registered users, franchise partners, academic partners, employers, and website visitors may raise a grievance related to ISDM NxT services, payments, access, communication, privacy, or support experience.
2. What Details to Provide
- Full name and registered mobile/email.
- Course, service, center, partner, or CRM reference where applicable.
- Payment ID, invoice, receipt, screenshot, or transaction date if payment related.
- Clear description of the issue and preferred resolution.
- Any prior communication screenshots or ticket references.
3. Resolution Timeline
| Level | Purpose | Expected Timeline |
|---|---|---|
| Level 1: Support Review | Initial acknowledgement and basic resolution | Within 2 business days |
| Level 2: Department Review | Course, payment, CRM, franchise, or placement team review | Within 5-7 business days |
| Level 3: Management Escalation | Policy-sensitive or unresolved matters | Within 10-15 business days depending on records required |
4. Matters Outside Grievance Scope
- Requests that violate published terms, refund policy, or legal requirements.
- Abusive, threatening, defamatory, or fraudulent submissions.
- External employer selection decisions, salary decisions, or third-party hiring outcomes.
- Incomplete complaints where the user does not provide requested verification details.
5. Escalation and Closure
If a grievance is not resolved at the first level, it may be escalated internally. A matter is considered closed when a final response, resolution, policy explanation, or requested action has been communicated to the user.
6. Good Faith Requirement
Users are expected to raise genuine issues in good faith. ISDM NxT may decline repetitive, misleading, abusive, or malicious complaints after reasonable review.