_edited.png)
Career & Education
Escalations
Effective Date: 25/07/2023
At Career and Education, we strive to provide the best possible admission services and customer support. We understand that there may be instances when you have concerns or issues that need to be addressed promptly. This Escalations Policy outlines the process for raising and resolving escalations related to our services.
1. Purpose
1.1 The purpose of this policy is to provide users with a clear process to escalate issues, complaints, or disputes related to our admission providing and educational counseling services.
2. Escalation Channels
2.1 If you have a concern or issue that needs resolution, you may use one of the following escalation channels:
a. First Level: Customer Support
- For general inquiries, support, or minor concerns, you can contact our customer support team at [customer support email/phone number].
- Our customer support team will make every effort to address your concern promptly and professionally.
b. Second Level: Escalations Team
- If your issue is not resolved to your satisfaction by the customer support team, you may escalate it to our Escalations Team by sending an email to careerandcare00@gmail.com with the subject line "Escalation: [Briefly describe the issue]."
- Please provide all relevant details and supporting documentation in your escalation email.
3. Escalation Response Time
3.1 We understand the importance of timely resolution. Upon receiving your escalation, we will acknowledge its receipt within [X hours/days] and initiate an investigation into the matter.
3.2 Our Escalations Team will make every effort to provide you with a resolution or an update on the progress within [X hours/days] of receiving your escalation.
4. Escalation Review and Resolution
4.1 Our Escalations Team will thoroughly review the provided information, including any previous interactions, and conduct an investigation as necessary to understand the issue comprehensively.
4.2 We will keep you informed about the progress of the investigation and any actions taken to address the issue.
4.3 After completing the review, our Escalations Team will provide you with a resolution or a detailed explanation of the steps taken to resolve the matter. If additional time is required to resolve the issue, we will communicate the expected timeline for resolution.
5. Privacy and Confidentiality
5.1 All escalations and related communications will be treated with the utmost privacy and confidentiality. We will not disclose any sensitive or personal information to unauthorized parties.
6. Resolution Acceptance
6.1 If you are satisfied with the resolution provided by our Escalations Team, please acknowledge the resolution in writing, either by replying to the escalation email or by confirming via any other communication channel used during the escalation process.
7. Further Escalation
7.1 If you are not satisfied with the resolution offered by our Escalations Team, you may seek further escalation by contacting our management team at [management contact email/phone number].
8. Good Faith
8.1 We believe that escalations should be made in good faith. We reserve the right to reject or discontinue investigations into escalations that are found to be frivolous, abusive, or lacking merit.
9. Amendments
9.1 Career and Education reserves the right to amend this Escalations Policy at any time without prior notice. Any changes will be effective upon posting the updated version on our website.
10. Contact Information
If you have any questions or concerns regarding the escalation process or this Escalations Policy, please contact us at careerandcare00@gmail.com.
By using our services, you acknowledge that you have read and understood this Escalations Policy and agree to its terms.