Complaints Redressal
The purpose of this document is to elaborate the policy, procedures, practices of maintaining proofs pertaining to the registering, reviewing, responding and retracting the customer/client/student/trainee’s complaint to avoid grievances and dis-satisfaction; also including the appropriate complaint follow up and response process for amicable (win-win) and permanent solution.
Briefly, Customers (Trainees) complaints are handled through properly structured
- Communication
- Resolution Path
- Follow-up and
- Response Process
- The complaint is a written statement of dissatisfaction submitted by a trainee/student/client/customer about the services provided which may include but not limited to; course content, course legitimacy (license key), Instructor’s proficiency and/or conduct/skill, support staff’s effective administrative contribution and the associated learning resources, etc.
- All complaint correspondence should include the applicant’s name, address contact details and student identity number (Registration number).
- No action will be taken on anonymous or malicious complaints.
Attentively and considerately listening and resolving the customer/client/trainee/student’s complaint/impediment/issue with the course, instructor, and/or support staff/facilities in a collaborative and candid manner for realizing committed/promised benefits through compliance of quality assurance procedures.
Procedures
Customer can register their complaint through
Document 2: Collaborate to Resolve Complaints (CRC)
The same document that will be available at
- Company’s Website
- Through E-mail
Who can Submit: Customers/Client/Trainee/Student
When it can be Submitted: Any time (round the clock)
From Where it can be Submitted: Anywhere (across the globe)
Customer complaint will be formally acknowledged (through the email), followed by investigating through cause and effect analysis and/or influence diagram to develop the proposed solution
Document 3: CRC Action Plan for sustaining benefits
The same document that will be made available through email to the complainant for review and value-addition
Who: MSB Training Consultancy will share with Customers/Client/Trainee/Student
When Proposed Solution is Shared: Within 7 Business Days (through email)
A realistic and mutually agree-able solution is the expected outcome.
Plausible yet do-able solutions agreeable for both parties (The ‘Company’ and the ‘Aggrieved Party’) should evolve,
which may include but not limited to, the following alternatives:
- Improvement in teaching techniques
- Improvising the training skill and methodology
- Reconfiguration of associated training material for better elaboration of concepts
- Re-alignment of training material and delivery-sequence for more rhythmic training experience in more engaging manner
- Improved compliance to legitimacy and plagiarism related policies by re-iterating ethics and professional policies
Instructor’s efficacy may be reviewed to recommend for future continuation as affiliated ATP instructor
Document 2: Collaborate to Resolve Complaints (CRC)
When will the Proposed Solution be Implemented?
Within 21 Business Days (from the date of logging the complaint) along-with updating the OPA in form of Lesson Learned
Fallback Procedure (Clause)
If the complaint is not resolved to the satisfaction of the complainant then the customer shall have the right to contact the Body PMI® (https://www.pmi.org/about/contact) along-with all the above mentioned tangible (documented) efforts for the complaint resolution and the grievance redressal
Refund Policy
We understand that, sometimes, plans change. If you can no longer make it to a class or workshop, please email us in advance at msb@msbtraining.org
Refunds will be made as per the below mentioned policies.
We strive to maintain the highest standards of integrity in this regard as well.
Policy A
Policy A applies to all MSB Training Courses under the categories of PMI USA related certifications.
Cancellations prior to the course
In case you’re unable to attend the course and want a refund prior to the course commencement date, we will refund the 65% amount to you.
Transfers to another batch
You are having choice to change your batch or training module a day before the scheduled training, at no extra charge.
• If you do not notify in writing about your cancellation or reschedule, or do not attend the training, you would not be offered a refund, nor the option to reschedule.
• You are not eligible for refunds, if you have accessed and downloaded the course material.
• All refunds will be credited back to your account within 10-15 business days of the refund request.
• Refunds or credits for rescheduling the training cannot be issued for non-attendance.
• MSB Training may modify its refund policy at any time without notice, provided however that the refund policy in effect at the time of any transaction shall apply to such purchase despite any subsequent change in such policy.
• MSB Training reserves the right to cancel or reschedule a course at any time, including but not limited to, insufficient registrations, trainer unavailability, or if the trainer could not attend due to unforeseen circumstances.
• MSB Training is not liable for any direct, indirect, consequential, or special damages that may be incurred due to a cancellation of a scheduled class. You will not be charged for the training and will be offered full credit to a future workshop or full refund as per your preference.
