Complaint Policy & Procedures

Version: 2025.1

Date of Implementation: 1st Oct 2025

Monitoring

MOHAN Foundation E-Learning initiative is committed to continuous improvement in service delivery.

Our Service Standards for Complaints are:

  • We will make it easy and straightforward for you to make a complaint.
  • We will endeavour to respond to your complaint within the published timescales and keep you informed.
  • We will ensure you have a full explanation of your complaint in your preferred format.
  • We will tell you if changes have been made to services following your complaint.
  • We will review our Complaints Policy at regular intervals.

Responsibilities

The Senior Management Team, and all those in managerial or supervisory roles, are responsible for developing and encouraging good customer care and complaint-handling practices within their teams.

Compliance with this Complaint Policy is the responsibility of all members from the education team of MOHAN Foundation who deal with learners and stakeholders.

Communication

Our Complaint Policy is available on the e-learning portal.

Training will be provided for staff and faculty to ensure awareness is raised and that they have a clear understanding of complaint procedures and their responsibilities.

Equality & Diversity

Learners have the right to express dissatisfaction with the services they receive from MOHAN Foundation E-Learning initiative.

Learners using this policy can expect to be treated fairly, respectfully, and without discrimination.

MOHAN Foundation has an Equality & Diversity Policy that applies to all learners, staff, and stakeholders.

Procedure

If you are unhappy with the service provided by MOHAN Foundation E-Learning initiative - whether it is the learning experience, assessments, technical support, course delivery, staff, or the organisation itself - we promise to take your complaint seriously and treat it as confidential.

We also aim to resolve your complaint as speedily as possible.

We welcome both compliments and complaints, as they help us improve the service we provide to you and other learners. We are also keen to hear your suggestions for improving our services.

How to Complain:

  • It helps if you raise your concern immediately with the people involved, as they may be able to resolve it straight away.
  • Complaints should normally be made within 15 days of the event or problem occurring.
  • At any stage, you can register a formal complaint by email, through our website, or by letter.
  • Please provide as much information as possible, including times, dates, places, and names.

Response

  • You will receive an acknowledgment within 1 week of receipt of your complaint.
  • A detailed response will be provided within 4 weeks.
  • If further time is required, you will be informed of the reasons and updated regularly.

Appeal

If you are not satisfied with the outcome of your complaint, you may appeal the decision. Appeals will be reviewed by the Head – E-Learning, MOHAN Foundation, and a final response will be provided within 15 working days of receiving the appeal.

Contact Details

Email: elearning@mohanfoundation.org

Website: el.mohanfoundation.org

Phone: +91 9677 202908 or +91 63 74 77 3957

Address: MOHAN Foundation, Toshniwal Building, 3rd Floor, No. 267, Kilpauk Garden Road, Chennai - 600010