Welcome to our customer-centric redress process flow at EXAM360. If you encounter any issues or need assistance with resolving a problem, you've come to the right place. Let's take a closer look at how our redress process works!
Find out how our streamlined redress process designed with your convenience in mind. Whether you're encountering issues or seeking resolutions, our step-by-step approach ensures a hassle-free experience. From Quick Enquiry (For Call Back) to Internal Complaint (Using Registered Account) and beyond, we've got you covered. Also, don't forget to share your valuable feedback once your concerns are addressed. Your satisfaction is our top priority.
STEP 1: Quick Enquiry Complain (For Call Back)
If you're facing any trouble, the first step is to raise a complaint through the Quick Enquiry (For Call Back) feature. Here, you'll need to provide proper details about your issue. We also encourage you to request a callback option, which is our primary method of trying to provide a swift resolution. We recommend utilizing the call back option a maximum number of times for your convenience. However, it's crucial to be patient and wait for minimum 72 hours after raising a complaint through Quick Enquiry (For Call Back). Repeatedly raising complaints before this time limit may lead to your account being flagged or considered as spam. In case if the resolution is not satisfactory / invalid, we recommend to lodge another Quick Enquiry (For Call Back) Ticket / Complaint ID for seeking resolution. This features you can use multiple times if the given resolution is not satisfactory or invalid as per the policy.
When submitting your Quick Enquiry Complaint, it's crucial to ensure you provide accurate details for our support team to assist you effectively. Please include the following information:
1. Your Name: [Your Full Name]
2. Email Id: [Your Email Address]
3. Phone No: [Your Phone Number]
4. Order Id (Optional): [If applicable, please provide your Order ID]
5. Select Proper Category & Sub Category: [Choose the most relevant category and subcategory for your complaint]
6. Detail Message: [Describe your complaint or issue in detail, including any relevant information or context]
By providing comprehensive information, our support team will be better equipped to understand your concerns and provide you with the appropriate resolutions.
At EXAM360, we prioritize respectful and constructive communication. We maintain a strict policy against the use of inappropriate language or abusive behavior, whether it's from our buyers or our officials. We expect all interactions to be conducted in a professional and courteous manner.
If you encounter any instance of misbehavior or abusive language from any of our officials, we encourage you to report it using the Report Button in emails. Additionally, if you receive a call from one of our officials and experience any misconduct, your complaint will be promptly addressed upon closure of the call. You'll receive an email confirmation, providing you with the option to report any issues regarding misbehavior or abusive language.
Rest assured, such complaints are taken seriously and are monitored by a dedicated department. We are committed to taking appropriate actions to address any instances of misconduct promptly. We kindly request our buyers not to raise order-related issues through this section. If you have any concerns about your order, please utilize the appropriate channels for assistance.
For Quick Call back requests, if your complaint is not resolved satisfactorily in the first attempt, we encourage you to raise a second Quick Enquiry Complaint and so on. This escalation process allows your concern to be addressed by our Nodal Authority Team.
To elevate your complaint to the Nodal Authority, you must have at least five Quick Enquiry Complaints logged. Once you've reached this threshold, you'll gain access to the option to escalate your issue to the Nodal Authority for further review and resolution.
We value your feedback and are committed to ensuring that your concerns are addressed promptly and appropriately, even if it requires escalation to higher levels within our organization. If you encounter any challenges or need further assistance, please don't hesitate to reach out.
STEP 2: Internal Complain (Using Registered Account)
Raise New Complaint:
Should your issue persist after using Quick Enquiry (For Call Back), you can register and raise a complaint through our Internal Complaint (Using Registered Account) process. First, create an account, then log in, and proceed to lodge your complaint. Upon completion, a unique Complaint Id will be generated and sent to you via email. Please allow 0-7 days (General Time) for a response but sometimes it may delay which may vary from case to case. Our dedicated EXAM360 team will reach out to you and work diligently to assist you in finding a resolution.
If you've previously raised five Quick Enquiry Complaints and haven't found satisfactory resolutions, you have the option to lodge an Internal Complaint using a Registered Account. These Internal Complaints are closely monitored by Senior Executives who are committed to resolving your issues with proper resolutions that meet your satisfaction.
In the event that the resolutions provided through Internal Complaints are not satisfactory, and if any of our officials close your complaint, you have the option to reopen the complaint within the next 7 days from the date it was marked as closed. Reopening the complaint will reactivate the same complaint ID, allowing you to continue communication within the same thread without limitations.
However, if you wish to escalate your complaint to the Nodal Authority, you must have a minimum of 2 Internal Complaints along with a minimum of 5 Quick Enquiry Complaint IDs. Without meeting these criteria, you won't be eligible to escalate your complaint to our Nodal Authority.
We strive to ensure that every concern is addressed thoroughly and to your satisfaction. If you have any further questions or require assistance, please feel free to reach out.
We've implemented an additional feature to further assist you in case an Internal Complaint ID is reopened three times consecutively. If you find yourself in this situation, you'll have the option to flag your complaint to Higher Authority, specifically the Senior Executives of Complaint Departments.
Flagging your complaint to Higher Authority ensures that your concerns are brought to the attention of experienced and senior executives who are dedicated to resolving complex issues effectively.
This feature underscores our commitment to providing you with comprehensive support and ensuring that your concerns are addressed promptly and with the attention they deserve. If you encounter any challenges or need assistance, please don't hesitate to utilize this option.
Re-Open Complaint:
If, despite our best efforts, your issue still lingers, don't worry. You can reopen the complaint until a complete resolution is achieved. Our Exam360 team will get back to you, and once again, we kindly ask for your patience until the specified time limit is reached.
STEP 3: Escalate to Nodal Authority
It seems that after exhausting the avenues provided by the customer support team and if the complaint remains unresolved, individuals / buyers are then encouraged to check their eligibility to escalate the complaint to the higher authority, which is the Nodal Authority.
This suggests a tiered approach to complaint resolution, where individuals are first encouraged to seek resolution through standard customer support channels. If this proves ineffective, they can then explore the option of escalating the complaint to a higher authority for further review and resolution.
If you find that you're not satisfied with the resolutions provided by both the Quick Enquiry Support Team and the Internal Complaint Sr. Executives Team, you have the final option to escalate your concern to our Nodal Authority. However, before reaching out to the Nodal Authority, certain eligibility criteria must be met.
To qualify for escalation to the Nodal Authority, you must have previously lodged at least 5 different Quick Enquiry Complaints and a minimum of 2 Internal Complaints. This demonstrates that you've made concerted efforts to resolve your issue through the standard channels.
Additionally, it's important to note that while checking your eligibility to reach the Nodal Authority team, you must have already lodged a complaint at a lower level, such as through the Quick Enquiry Support Team or the Internal Complaint Sr. Executives Team.
Once you meet these eligibility criteria, you can report your concern to the Nodal Authority, who will assist you in finding a resolution. We're committed to ensuring that your concerns are addressed thoroughly and satisfactorily. If you have any questions or require further assistance, please don't hesitate to reach out.
Share Your Feedback
Once all your issues are successfully resolved, we'd love to hear from you! Please take a moment to share your feedback with us. Your insights are invaluable in helping us continually improve our services.
At EXAM360, we're dedicated to providing a seamless experience, and our redress process is designed with your satisfaction in mind. We're here to assist you every step of the way.
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