Complaints Policy

Introduction

MasterHealthPro India Pvt. Ltd. (MHP) is committed to providing high-quality educational courses for medical professionals and students in India. We view complaints as an opportunity to improve our services while ensuring that concerns are addressed in a fair and timely manner.

Our policy aims to:

• Provide a clear and accessible procedure for submitting complaints.
• Ensure all complaints are investigated fairly and promptly.
• Work towards an amicable resolution and maintain positive relationships.
• Use feedback to enhance the overall learning experience.

Definition of a Complaint

A complaint refers to any dissatisfaction, concern, or grievance raised regarding the courses, content, services, or operations of MHPro Academy. Complaints may come from students, faculty, authors, partner organizations, or assessment authorities.

Channels for Submitting Complaints

Complaints can be submitted through multiple channels, including:

• Email: support@masterhealthpro.com
• Phone: +91 8197558825

Handling of Complaints

Upon receiving a complaint, MHPro Academy will:

• Record the details, including the complainant’s name, contact information, and nature of the complaint.
• Acknowledge receipt of the complaint within 7 days.
• Investigate the issue, allowing relevant stakeholders to provide input if necessary.
• Aim to provide a resolution within 4 weeks. If further investigation is required, an update will be provided on the progress.

Resolution Process

The Customer Service team is responsible for handling and addressing complaints. The process involves:

• Reviewing the complaint and gathering necessary information.
• Engaging with the concerned parties for clarification.
• Implementing corrective actions to resolve the issue.
• Keeping records of the complaint and actions taken.

If a complaint involves a specific individual, they will be given an opportunity to respond. If the issue is not resolved satisfactorily, it may be escalated to the Compliance Officer for further review.

Confidentiality & Compliance

All complaints will be handled with confidentiality, ensuring that only those involved in resolving the matter have access to relevant information. MHPro Academy follows all applicable data protection and legal guidelines in processing complaints.

Review & Updates

This policy is reviewed periodically to ensure it remains effective and aligned with best practices. Any updates will be communicated accordingly.