Customer Resolution and Grievance Policy

AccrediPeople Certifications

Document Reference: APC-CRD-001

Document Title: Customer Resolution Document

Version: 1.0

Created On: 01 May 2025

Effective Date: 01 May 2025

Status: Active

Approved By: Management, AccrediPeople Certifications

Review Frequency: Annual or as required by business and regulatory requirements.

Document Statement

This Customer Resolution Document establishes the principles, standards, and procedures adopted by AccrediPeople Certifications for the timely, fair, and transparent handling of customer concerns, complaints, feedback, and service-related issues. This document has been in effect and actively implemented since 01 May 2025.

Every learner deserves a professional, respectful, and responsive experience. We recognize that concerns may occasionally arise, and when they do, we are committed to addressing them promptly, fairly, and transparently.

This Customer Resolution Charter outlines our promise to every customer and the standards we follow when handling concerns, feedback, complaints, or service requests.

How to Reach Us

Customer Support Email:support@accredipeoplecertifications.com

Customers may contact us regarding:

•Training-related concerns

•Technical support issues

•Payment and billing queries

•Certification and completion issues

•Refund requests

•Service feedback and suggestions

•Complaints regarding any aspect of our services

Customer Resolution Process

Stage 1 – Receipt & Registration

Upon receiving a concern, complaint, or feedback, our support team will register the request and issue an acknowledgment within 24 to 48 business hours.

This acknowledgment confirms that the matter has been received and is under review.

Stage 2 – Evaluation & Investigation

The concern is carefully assessed by our support team to understand the facts and circumstances surrounding the issue.

Where necessary, the matter may be referred to the appropriate department, including:

•Training Team

•Instructor or Faculty

•Operations Team

•Finance Team

•Customer Success Team

Additional information or supporting documents may be requested to facilitate a thorough review.

Stage 3 – Resolution & Response

Following the investigation, we aim to provide an appropriate response or resolution within 3 to 5 business days.

Depending on the nature of the matter, the resolution may include:

•Clarification or explanation

•Corrective action

•Technical or administrative assistance

•Service recovery measures

•Other appropriate remedial actions in accordance with company policies

Stage 4 – Management Review - Escalation Commitment

If a customer believes that a concern has not been adequately resolved, the matter may be escalated for management review.

If the customer is dissatisfied with the proposed resolution, the matter may be escalated for further review by the management team.

Management will independently review the concern and determine whether additional action or reconsideration is necessary.

The Managing Director, or their appointed designee, shall serve as the Resolution Officer for matters that remain unresolved after being addressed by the available support teams.

Stage 5 – Resolution Closure & Continuous Improvement

Once the matter has been resolved, a formal communication confirming the outcome will be shared with the customer.

The case will then be documented and retained for:

•Quality assurance purposes;

•Process improvement initiatives;

•Enhancement of customer experience and service standards.

Our management team will:

•Conduct an independent review.

•Reassess the facts and circumstances.

•Communicate a final decision and any additional actions, where applicable.

Every concern matters. Every customer matters. Every resolution matters.

For assistance, please contact:

Customer Support - Email: support@accredipeoplecertifications.com

CUSTOMER RESOLUTION AND GRIEVANCE POLICY