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Unacademy Grievance
Redressal Council (UGRC)

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.

Grievance Redressal Process

Level 1 If you’re reaching out for the first time, connect with us via:

We urge you to not share any private/confidential information while reaching out to us on Social Media platforms.

Level 2 If you’re not satisfied with the Level 1 response, then you may connect with the Grievance Officer:

Please keep your ticket number from Level 1 handy.

Level 3 If you’re not satisfied with the Level 2 response, then you can fill out this form:

(Please note: Level 2 and Level 3 are escalations. Giving a resolution on the first phone call might not be possible. A complete email with the exact details where the failure points at the previous levels are highlighted will be required to give a complainant a complete and correct resolution.)

UGRC Structure

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.

Prof. Rajan Saxena Chair, UGRC

Ex NMIMS Vice Chancellor, Ex Director IIM Indore, SPJIMR, IBSG, Author,
External Member, UGRC

Sanjeev Reddy Chief Grievance Officer, UGRC

Associate Director - Customer Success

Core Objective

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.

Key Pillars

Level 1 If you’re reaching out for the first time, connect with us via:

We urge you to not share any private/confidential information while reaching out to us on Social Media platforms.

Level 2 If you’re not satisfied with the Level 1 response, then you may connect with the Grievance Officer:

Please keep your ticket number from Level 1 handy.

Level 3 If you’re not satisfied with the Level 2 response, then you can fill out this form:

(Please note: Level 2 and Level 3 are escalations. Giving a resolution on the first phone call might not be possible. A complete email with the exact details where the failure points at the previous levels are highlighted will be required to give a complainant a complete and correct resolution.)

Responsibility

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:

headphone

Take each grievance with utmost sincerity and address key questions on why the complainant feels aggrieved, unhappy or dissatisfied

Check list

Investigate the facts and surrounding circumstances

telephone

Communicate to the complainant about revert timelines

Feedback

Provide feedback to the complainant about what can/cannot be done to resolve the grievance

Re-verify

Take necessary follow-up action

Monthly Reports

The Report gives a synoptic view of the organizational structure, functions and activities of the UGRC undertaken monthly.
 

2022

 
 

2023

 
 

2024

 

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.

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Frequently asked questions

Haven’t found an answer and need help? Email us on help@unacademy.com

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