Customer Grievance Redressal Policy

1. Background

This Customer Grievance Redressal Policy applies to complaints and grievances arising from the use of Yojra Education Payment Services by students, parents, guardians, authorised payers, and educational beneficiaries.

2. Objectives

• Provide a structured grievance redressal framework for Education Payment Services.
• Provide accessible channels through which customers can raise complaints.
• Provide transparent acknowledgement and resolution timelines.
• Provide an escalation mechanism for complaints that remain unresolved.
• Use customer feedback and complaint trends to improve service quality.

3. Key Definitions

• Education Payment Services: Payment services offered through Yojra for tuition fees, examination fees, admission fees, hostel fees, and other approved educational expenses.
• Query: A request for information regarding payment status, fees, KYC requirements, transaction details, or service functionality.
• Complaint: A communication expressing dissatisfaction concerning a deficiency in service, failure to meet a stated commitment, or an issue relating to an education payment transaction.
• Customer or User: Any student, parent, guardian, authorised payer, or educational beneficiary using the Education Payment Services.
• Grievance Redressal Officer (GRO): The designated person responsible for addressing complaints escalated beyond the primary customer-support level.

4. Grievance Redressal Framework

Yojra provides multiple channels for customers to raise complaints.

• Email: support@yojra.com
• Helpline: +91 73143 44721
• In-Platform Support: Where available through yojra.com.

Complaint Acknowledgement

Yojra will endeavour to acknowledge complaints within 48 hours through the registered contact details or the contact channel used by the customer.

Level 1 - Customer Support Team

Complaints will first be reviewed by the customer support team. The team will verify transaction information, coordinate with relevant payment or operational teams, and provide a resolution or status update.

Where the complaint is resolved at Level 1, the customer will receive confirmation or closure communication.

If the complaint is not resolved satisfactorily, the customer may escalate it to Level 2.

Level 2 - Grievance Redressal Officer

Unresolved complaints may be escalated to the Grievance Redressal Officer.

The GRO will review the complaint, coordinate with relevant internal or external teams, and provide a response or resolution within 7 working days from receipt of the escalation, subject to the complexity of the matter and dependencies on third parties.

Level 3 - Legal Recourse and Consumer Redressal

If a customer remains dissatisfied after the grievance redressal process, the customer may pursue any remedies available under applicable Indian law, including approaching the appropriate Consumer Disputes Redressal Commission or other competent authority.

5. Grievance Review and Quality Assurance

Yojra may periodically review complaint trends, delays, recurring transaction issues, and service deficiencies to identify opportunities for improvement in its Education Payment Services.

6. Reporting

Yojra may maintain records of complaints, including their nature, status, resolution, and applicable turnaround times, for service-quality monitoring and legal or regulatory record-keeping.

7. Review of the Policy

This policy may be reviewed periodically and updated where required due to operational, legal, regulatory, or service changes.

8. Contact Information for Education Payment Grievances

Primary Grievance Channel: support@yojra.com

Phone: +91 73143 44721

Grievance Redressal Officer: Senthil Thangavel

Business Hours: 9:30 AM to 6:30 PM, Monday to Friday, excluding Indian public holidays.