Applicable to:
SPEAXA Website
SPEAXA Android Application
SPEAXA iOS Application
Learning Management System (LMS)
Student Portal
Parent Portal
Teacher Portal
Administrative Dashboard
Academic Services
Customer Support Services
SPEAXA is committed to delivering high-quality educational services and maintaining the confidence of students, parents, teachers and institutional partners.
This Policy establishes a transparent, fair and efficient mechanism for:
Receiving grievances.
Addressing complaints.
Resolving disputes.
Improving user experience.
Ensuring accountability.
Maintaining trust.
SPEAXA encourages resolution through communication, cooperation and fairness before legal proceedings are considered.
The following may submit grievances:
Students
Parents
Legal Guardians
Teachers
Mentors
Academic Counsellors
Institutional Partners
Employees
Website Users
Mobile App Users
Grievances may relate to:
Academic
Teaching quality
Teacher conduct
Attendance
Assessments
Assignments
Learning material
Recorded lectures
Academic scheduling
Technical
Login issues
App malfunction
Website errors
Audio/video issues
Recording problems
Dashboard problems
Connectivity issues
Payment gateway errors
Administrative
Admission
Batch allocation
Certificates
Account management
Student records
Parent communication
Financial
Payment disputes
Invoice issues
Duplicate payments
Fee clarification
Refund requests
Behavioural
Harassment
Cyberbullying
Discrimination
Abuse
Misconduct
Privacy concerns
Community guideline violations
Legal
Intellectual Property
Data Privacy
Copyright
Contractual disputes
Policy violations
Users may submit grievances through SPEAXA's officially notified channels, such as:
Official email support.
Support portal.
In-app support.
Website contact form.
Other communication channels designated by SPEAXA from time to time.
The complaint should include, where available:
Name.
Registered email or mobile number.
User ID (if applicable).
Description of the issue.
Date of occurrence.
Supporting documents or screenshots.
Preferred resolution.
SPEAXA aims to acknowledge receipt of grievances within a reasonable period.
Acknowledgement confirms receipt only and does not imply acceptance of the complaint or admission of liability.
Every grievance may undergo:
Initial screening.
Categorisation.
Assignment to the appropriate department.
Internal investigation where necessary.
Collection of relevant information.
Consultation with concerned parties.
Decision by authorised personnel.
Additional information may be requested if required.
Where appropriate, SPEAXA may:
Seek clarification from the complainant.
Obtain responses from other affected parties.
Review available evidence.
Consider relevant policies.
Assess the seriousness of the matter.
The objective is to reach a fair and balanced outcome.
Depending on the nature of the grievance, SPEAXA may:
Provide clarification.
Correct records.
Resolve technical issues.
Restore access.
Replace learning material.
Reassign batches where appropriate.
Issue warnings.
Take disciplinary action.
Offer an alternative academic solution.
Consider financial remedies where justified under the Refund Policy.
The chosen resolution shall depend on the facts and applicable policies.
If a complainant is dissatisfied with the initial resolution, they may request a review through the escalation process specified by SPEAXA.
An appeal should clearly state:
Why the complainant believes the initial decision should be reconsidered.
Any new information or evidence.
The review shall be conducted by an authorised person or committee not directly involved in the original decision, where practicable.
SPEAXA shall make reasonable efforts to:
Maintain confidentiality.
Limit access to complaint information.
Protect personal information.
Preserve the privacy of all parties involved.
Information may be disclosed where required by law or necessary for a fair investigation.
No student, parent, teacher or employee should be subjected to retaliation solely because they submitted a grievance in good faith.
However, this protection does not extend to knowingly false, malicious or fraudulent complaints.
Users shall not:
Submit fabricated complaints.
Provide false evidence.
Mislead investigators.
Abuse the grievance process.
Where a complaint is found to have been made maliciously or in bad faith, SPEAXA may take appropriate action, including warnings, suspension or other measures consistent with applicable policies.
SPEAXA may maintain records relating to:
Complaints received.
Investigation steps.
Supporting documents.
Decisions.
Corrective actions.
Appeals.
Final outcomes.
Such records may be retained in accordance with SPEAXA's data retention practices and applicable law.
Before initiating formal legal proceedings, the parties are encouraged, where appropriate, to attempt resolution through discussion or mediation.
Participation in mediation does not affect any legal rights available under applicable law.
If a dispute cannot be resolved through SPEAXA's internal grievance process:
The parties may explore mediation or arbitration where mutually agreed and legally permissible.
Nothing in this Policy prevents a user from exercising rights available under applicable consumer protection or other laws.
SPEAXA may analyse grievance trends to:
Improve educational quality.
Enhance technology.
Strengthen support services.
Improve policies.
Reduce recurring issues.
Enhance user satisfaction.
Such analysis may be conducted using aggregated or anonymised information where appropriate.
SPEAXA reserves the right to modify this Policy to reflect:
Operational improvements.
Technological developments.
Educational best practices.
Changes in law.
Organisational requirements.
Updated versions shall become effective upon publication unless otherwise required by law.
Users seeking assistance or wishing to submit a grievance should use SPEAXA's officially designated support channels published on its website or applications.
By using the SPEAXA Platform, users acknowledge that:
They have read and understood this Policy.
They agree to use SPEAXA's grievance mechanism in good faith.
They will provide accurate information when submitting complaints.
They understand that each complaint will be assessed on its own facts and circumstances.
SPEAXA is committed to resolving grievances with:
Fairness.
Transparency.
Respect.
Professionalism.
Timeliness.
Confidentiality.
Accountability.
The objective of this Policy is to strengthen trust and continuously improve the educational experience for every member of the SPEAXA community.