At Nebula Professional Development Academy, we strive to provide exceptional training programs and outstanding customer service. We value your satisfaction and are committed to addressing any concerns or grievances you may have. This Grievance Policy outlines the process for submitting and resolving grievances related to our training programs.

Definitions

a. Grievance: A written complaint or concern raised by a customer regarding any aspect of our training programs.

b. Customer: An individual or organization that has purchased or participated in our training programs.

Submission of Grievances

a. Customers are encouraged to submit their grievances in writing to our Customer Support team via email at support@nebulaacademy.training

b. Grievances should include a clear description of the issue, relevant details, and any supporting documentation, if applicable.

c. Customers must provide their full name, contact information, and any relevant order or program details for efficient processing.

Acknowledgment and Investigation

a. Upon receiving a grievance, our Customer Support team will promptly acknowledge the receipt within 5 business days.

b. We will initiate an investigation into the matter and assign a designated representative to handle the grievance.

c. The designated representative will thoroughly review the grievance, gather additional information if necessary, and aim to provide a fair and impartial resolution.

Resolution and Communication

a. We will strive to resolve grievances in a timely manner, taking into account the complexity of the issue. The resolution process may involve internal discussions, consultations, or engaging relevant parties.

b. Once a resolution has been determined, we will communicate the outcome to the customer through their preferred mode of contact, such as email or phone.

c. If the resolution requires action on our part, we will outline the steps we will take to address the grievance.

d. In cases where the resolution is not satisfactory to the customer, we will provide information on any further escalation options available.

Confidentiality and Privacy

a. All grievances and related information will be handled with strict confidentiality. We will only share the details with personnel involved in the investigation and resolution process.

b. Personal information provided during the grievance process will be used solely for the purpose of addressing the issue and will be handled in accordance with our privacy policy.

Continuous Improvement

a. We are committed to learning from grievances and improving our training programs and customer service based on the feedback received.

b. We will periodically review and evaluate our grievance handling process to ensure its effectiveness and make necessary improvements.

We believe that effective grievance handling is essential for maintaining trust and providing exceptional service to our customers. We encourage open communication and appreciate the opportunity to address any concerns you may have regarding our training programs.