Complaint Resolution Policy

Objective

At Codedge Academy, we are committed to delivering world-class education and learner support. We value your feedback, concerns, and suggestions — they help us improve and evolve. This policy outlines how learners can escalate unresolved queries and raise formal complaints, ensuring a fair, transparent, and responsive process.

Our Commitment

✔️ Prompt resolution of queries and concerns

✔️ Fair, unbiased investigation of complaints

✔️ Protection of your personal information

✔️ Continuous improvement based on your feedback

What Qualifies as a Complaint?

A complaint is any expression of dissatisfaction regarding Codedge Academy’s services, programs, or support that could not be resolved through standard channels.

Query Escalation Matrix

Step 1: General Support Raise your query through:

- Live Chat available on our official website or LMS

- Support Helpline provided to enrolled learners

Step 2: Escalate via Email

If your query remains unresolved or unsatisfactory:

Email us at support@codedge.academy with complete details

Note: Complaints will only be accepted after following the escalation process.

How to Lodge a Formal Complaint

If you're dissatisfied with our services after following the escalation process, you can submit a formal complaint via:

- Email: support@codedge.academy

- Postal Address:

Codedge Academy, Plot No. 4, 2nd Floor Minarch Tower, Sector 44 Gurugram, Haryana, India - 122003

We encourage written complaints for clear documentation.

Required Details for Complaints

Please include:

✅ Your full name and contact information

✅ Relevant program or service details

✅ The staff member or department involved (if applicable)

✅ Description of the issue and steps already taken

✅ Supporting documents, screenshots, or records

Our Complaint Handling Process

We follow a structured, learner-first approach:

Step 1: Acknowledge your complaint within 3 business days

Step 2: Review and request additional information (if required)

Step 3: Conduct an impartial investigation

Step 4: Respond with findings and actions taken within 30 business days

Step 5: Document your complaint for quality improvement

Step 6: Implement corrective actions where needed

Delays due to missing information will be communicated promptly.

Your Privacy Matters

All complaints are handled confidentially. Your personal information is protected under data privacy regulations and used only for resolving your concern.

Need Help or Follow-up?

You can inquire about the status of your query or complaint anytime by emailing support@codedgeacademy.com

We believe in accountability and constant improvement, ensuring your voice shapes the future of Codedge Academy.

Last Updated: June 2025 This policy is reviewed periodically to reflect updates in our processes.