By clicking on the ‘SIGNUP’ option, the participant (“You” or “Your”) agrees to the terms and conditions, obligations, representations, warranties, and agreements contained herein (the “Agreement”). If you do not accept the Agreement, you are not authorized to proceed further to view or use any content, information, courseware, products, or services (“Services”) published on www.agileseekers.com (the “Website”), owned, maintained, and monitored by Agile Seekers Consulting LLP (“Us”, “We” or “Our”).

Objectives of This Policy:

1. All customers are treated equally and fairly.
2. All queries and complaints are dealt with courtesy and resolved on time.
3. Customers are made fully aware of their course details, available service channels, and support channels, so they can make informed choices.
4. Customers are informed about the escalation process if they are dissatisfied with the response or resolution to their complaints and concerns.

Definition of a Complaint/Query:

• A complaint of unacceptable employee behaviour.
• A product access issue.
• A PDU (Professional Development Unit) claim issue.
• Claiming a PDU certificate.
• Queries requiring expert attention from enrolled or prospective certificate exam aspirants.
• Course-related inquiries from prospects.

Channels Available for Customers to Report Queries and Complaints:

1. Exclusive Course Forum
• After enrolment, each customer gains access to an exclusive forum to discuss their course queries.
• A team of expert trainers and coaches guides customers throughout their journey.
• During enrolment, customers are informed about the expert assigned to support their queries. Response time is ensured within one business day.
2. WhatsApp Chat
• A dedicated WhatsApp number (+918647992999) is available to handle customer complaints quickly.
3. Email
• Customers are informed of a dedicated support email to post their questions or complaints.
• A support team ensures the resolution of queries within one business day.
4. Phone
• Customers are provided with a phone number for urgent concerns to ensure easy and fast resolution.

Escalation of Customer Complaints:

If customers are not satisfied with the response from the above channels or do not hear back within two working days, they can escalate their complaint by:

• Writing to the Head Customer Support Team at info@agileseekers.com, mentioning the subject: “Escalating – Need Urgent Attention.”
• The complaint will be automatically escalated to the Head Customer Support Team.

Severity Levels for Customer Complaints:

1. Severity 1:
• Definition: Complaints related to course access or reports of unacceptable behaviour by Agile Seekers employees.
• Priority: Top priority.
• Resolution Time: Within a few hours, regardless of business hours.
• Handled By: Head Support Team.
2. Severity 2:
• Definition: Course-related queries from prospective customers.
• Resolution Time: Within 24 hours.
3. Severity 3:
• Definition: Course-related queries requiring expert attention from enrolled customers.
• Resolution Time: Within one business day.
4. Severity 4:
• Definition:
• Course-related queries requiring expert attention from non-customers.
• PDU certificate-related requests.
• Resolution Time: Within 2-3 business days.