- Start with our support team at hello@tectranz.com or on WhatsApp.
- If that does not work, write to our Grievance Officer, [Grievance Officer name], at grievance@tectranz.com.
- We acknowledge within 48 hours and aim to resolve within 15 days.
- You can also contact the National Consumer Helpline on 1915, or file online through e-Daakhil.
- For personal data complaints, you can approach the Data Protection Board of India after using our process.
01What you can raise
You can raise a grievance about anything to do with our services, including:
- Fees, payments and refunds.
- Programme delivery, schedules or mentors.
- Certificates and documents.
- Your experience at our office or at a partner company.
- How we handle your personal data.
- Harassment or misconduct.
- Content on our website, learning platform or community groups.
This process is designed in line with the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023.
02Grievance Officer
Tectranz has appointed a Grievance Officer to handle complaints:
- Name: [Grievance Officer name]
- Designation: Grievance Officer
- Email: grievance@tectranz.com
- Phone: +91 [00000 00000]
- Address: [Registered office address], [City], [State] – [PIN], India
- Working hours: Monday to Saturday, 10:00 to 19:00 IST
03How to raise a grievance
- Email grievance@tectranz.com with the subject "Grievance". You can also send a letter to the address above.
- Include your name, the email and phone number you enrolled with, your plan and cohort, and your Razorpay payment ID if the issue is about money.
- Explain what happened, with dates. Attach screenshots or documents if you have them.
- Tell us what outcome you are looking for.
We give every grievance a reference number. Please use it in all follow-up messages.
04Timelines
- We acknowledge your grievance within 48 hours of receiving it.
- We aim to resolve it within 15 days of receiving it.
- If we need more time, for example because a partner company must respond, we tell you why and give you a new date. Consumer complaints are resolved within one month of receipt, as the Consumer Protection (E-Commerce) Rules, 2020 require.
- We tell you the outcome in writing, with our reasons.
05Escalation levels
| Level | Who | How to reach them | Response time |
|---|---|---|---|
| 1 | Support team | hello@tectranz.com, admissions@tectranz.com, or WhatsApp +91 [00000 00000] | Reply within one working day |
| 2 | Grievance Officer ([Grievance Officer name]) | grievance@tectranz.com or +91 [00000 00000] | Acknowledged within 48 hours, resolved within 15 days |
| 3 | National Consumer Helpline, Government of India | Call 1915 (toll-free) or visit consumerhelpline.gov.in | As per the helpline's process |
| 4 | Consumer Commission | File a complaint online through e-Daakhil at edaakhil.nic.in | As per the Consumer Protection Act, 2019 |
| Personal data | Data Protection Board of India | After you have used our grievance process | As per the Digital Personal Data Protection Act, 2023 |
If the matter is serious, you can write to the Grievance Officer directly without going through Level 1. You can contact the National Consumer Helpline or a Consumer Commission at any time.
06Personal data complaints
Requests to access, correct or erase your data go to privacy@tectranz.com. If you are unhappy with our response, raise a grievance with the Grievance Officer.
The Digital Personal Data Protection Act, 2023 asks you to use our grievance process first. If you are still not satisfied, you can complain to the Data Protection Board of India.
07Harassment complaints
Complaints of sexual harassment at our office or at a partner company's premises are handled under the Sexual Harassment of Women at Workplace (Prevention, Prohibition and Redressal) Act, 2013 (the POSH Act).
To reach our Internal Committee, email grievance@tectranz.com with the subject "Confidential: Internal Committee". These messages are passed only to the Internal Committee.
If the incident happened at a partner company, you can also use that company's Internal Committee. We will support you either way. Our Intern Code of Conduct has more detail.
08Fraud and cybercrime
If someone pretending to be us asked you for money or personal details, report it on the National Cyber Crime Reporting Portal at cybercrime.gov.in or call 1930, and tell us too. Our Beware of Fraud notice explains how to spot fake messages.
09Our commitments
- Raising a grievance is free.
- We keep grievances confidential and share details only with the people who need them to resolve it.
- You will not be treated unfairly, lose marks or lose your seat for raising a genuine grievance.
- A parent, guardian or college representative can support you if you wish.
- We keep a record of each grievance and how we resolved it, as our Privacy Policy describes.