Unacademy Grievance Redressal Council (UGRC) is a first-of-its-kind initiative in the Indian EdTech sector to create a mechanism for Learners, Educators and other stakeholders to highlight their grievances and seek redressal.
UGRC operates with a three-tier redressal system with external independent oversight and is open to everyone, irrespective of whether the complainant is a paid subscriber, studies via Unacademy’s free content or is a general user.
The initiative is in line with the Government of India’s advisories and guidelines. Further, it also includes non-customers in its scope.
The organisation structure has been defined to ensure that every grievance is addressed in a timely manner and due diligence is given to every issue.
Ex NMIMS Vice Chancellor, Ex Director IIM Indore, SPJIMR, IBSG, Author,
External Member, UGRC
Associate Vice President, Product Operations Unacademy
To create robust systems and processes to ensure effective and timely solutions to grievances with an impartial approach to set higher benchmarks towards effective stakeholder engagement.
UGRC shall be responsible to ensure that grievances are dealt with effectively in accordance with the ‘Grievance Procedures’.
In doing so, the council shall adhere to these principles:
Take each grievance with utmost sincerity and address key questions on why the complainant feels aggrieved, unhappy or dissatisfied
Investigate the facts and surrounding circumstances
Communicate to the complainant about revert timelines
Provide feedback to the complainant about what can/cannot be done to resolve the grievance
Take necessary follow-up action
The UGRC shall be functional from Monday to Friday during working hours (10:00 AM- 7 PM) only.
Any grievance filed after working hours or on any holiday or weekends (Saturday & Sunday) shall be treated to have been filed on the next working day.
UGRC mandates and processes are subject to revision based on the evolving guidelines and best practices.