Effective Date: August 10th 2020
Issued by: Entrupedia Sustainability & Training Solutions
Reviewed: Annually
Contact Email: info@entrupedia.com

 

1. Purpose

This policy outlines the process for addressing, managing, and resolving customer complaints or grievances related to our services, training programs, advisory support, or any professional interactions. Our goal is to ensure clients receive timely, transparent, and fair resolution that reflects our commitment to excellence, ethics, and continuous improvement.

 

2. Scope

This policy applies to all clients, participants, and stakeholders engaged with [Your Firm Name] in the areas of:

• Project Management Training (Project Management Training®, Agile, etc.)

• Sustainability Consulting and ESG Advisory

• Executive and Lifelong Learning Programs

• Publications, Speaking Engagements, and Institutional Projects

 

3. Policy Statement

We believe in maintaining strong relationships through respectful and constructive communication. We recognize that concerns may arise and are committed to resolving them efficiently and fairly. All grievances will be handled with professionalism, confidentiality, and impartiality.

 

4. Resolution Process

Step 1: Informal Feedback
Clients are encouraged to provide feedback directly to the trainer, consultant, or point of contact for immediate discussion and clarification.

 

Step 2: Formal Complaint Submission
If the matter remains unresolved or requires formal attention, the complainant must submit their grievance in writing to:
Email: projects@entrupedia.com
Timeline: Within 14 calendar days of the incident or program delivery.

The complaint should include:

• Name and contact details

• Program/project details

• Description of the issue

• Desired outcome (if applicable)

 

 Step 3: Acknowledgment and Investigation

• A written acknowledgment will be sent within 3 business days.

• An internal review will be conducted by the Program Director or a neutral senior team member.

• The investigation may include interviews, document review, or further clarification from the involved parties.

Step 4: Resolution & Feedback

• A resolution will be communicated within 10 business days.

• If extended review is needed, an update will be provided with revised timelines.

• Remedies may include partial/full refunds, free access to future programs, or formal apologies depending on the nature and merit of the complaint.

 

5. Appeal Process

If the complainant is unsatisfied with the outcome, they may submit an appeal within 14 days of receiving the resolution. The appeal will be reviewed by the Managing Director or an external advisor, and a final decision will be issued within 10 business days.

 

6. Confidentiality

All complaint-related information will be kept confidential and only shared with those directly involved in the investigation or resolution. We follow applicable data protection regulations in handling all client data.

 

7. Non-Retaliation

Clients are encouraged to raise concerns without fear of retaliation. Raising grievance will not affect their participation in any current or future program or partnership.

 

8. Continuous Improvement

All complaints and resolutions are logged and reviewed regularly for quality assurance and service improvement. Trends are analyzed to identify recurring issues and enhance preventive measures.