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Grievance matrix

Who to contact, and when

Every concern has an owner and a response time. If it is not resolved, escalate to the next level.

Matrix

Grievance matrix

ConcernFirst contactEmailResponseEscalate to
Admissions, documents, batch changeAdmissions Executiveadmin@idealinstitutes.com1 working dayAdmissions Manager
Classes, trainers, study materialBatch Coordinatoroperations@idealinstitutes.com1 working dayAcademic Head
E-learning login and recordingsSupport Executivesupport@idealinstitutes.comSame dayIT Lead
Certificates and resultsCertification Officeradmin@idealinstitutes.com3 working daysAcademic Head
Fees, receipts, refundsAccounts Executiveadmin@idealinstitutes.com3 working daysFinance Manager
Stipend and on-site practiceSite Training Coordinatoroperations@idealinstitutes.com2 working daysOperations Head
Placement and interviewsPlacement Officerplacement@idealinstitutes.com2 working daysPlacement Head
Conduct, harassment, safety concernsGrievance Officercomplaints@idealinstitutes.comSame dayDirector

Level 1

Contact the first-contact role above by email, phone or the support ticket.

Level 2

Not resolved in the response time? Write to the escalation role, quoting your ticket number.

Level 3

Still unresolved after 7 days? Email complaints@idealinstitutes.com — the Director reviews every case.

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