Meritshot
Legal

Grievance Redressal Policy

How to raise a concern, the steps and timelines we follow, and how your complaint is kept confidential.

Meritshot Zetta Edutech Private Limited is committed to addressing student grievances in a fair, transparent, and timely manner. This policy establishes the formal mechanism through which students may raise concerns related to academic matters, conduct, placement services, or any other aspect of their program experience.

9.1 Scope of Grievances

This policy covers grievances arising from:

  • Academic matters — assessment disputes, evaluation discrepancies, attendance recording errors, or concerns regarding curriculum delivery.
  • Placement-related issues — disputes regarding placement eligibility declarations, offer rejection outcomes, or conduct of the placement team.
  • Conduct and harassment — complaints against trainers, staff, or fellow students involving harassment, discrimination, or Code of Conduct violations.
  • Administrative matters — billing errors, certificate delays, LMS access issues, or other operational concerns.
  • Data privacy concerns — complaints relating to the unauthorized use, sharing, or mishandling of personal data.

9.2 Grievance Submission Process

Students wishing to raise a formal grievance must follow the process below:

  • Step 1 — Informal Resolution: The student should first attempt to resolve the concern informally by speaking with their assigned mentor, trainer, or academic coordinator within 7 days of the issue arising.
  • Step 2 — Formal Written Complaint: If the issue remains unresolved, the student must submit a written complaint to the Grievance Officer via email at grievances@meritshot.com or through the designated LMS grievance portal, within 14 days of the triggering event.
  • Step 3 — Acknowledgement: The Grievance Officer will acknowledge receipt of the complaint within 3 working days.
  • Step 4 — Investigation: The Grievance Officer will investigate the complaint, which may involve requesting additional information from the student or reviewing relevant records. The investigation will be completed within 15 working days.
  • Step 5 — Resolution Communication: The outcome of the grievance investigation will be communicated to the student in writing. Where the grievance is upheld, the institute will take appropriate corrective action.

9.3 Confidentiality

All grievance proceedings will be treated with strict confidentiality. The identity of the complainant will not be disclosed to any party beyond those directly involved in the investigation, except where required by law. Retaliation against any student for raising a genuine grievance in good faith is expressly prohibited and will itself constitute a Code of Conduct violation subject to disciplinary action.