AIGPE™ Policies

Complaints Policy
Money‑Back Guarantee Policy
Data Protection Policy
Disability Discrimination Policy
Equal Treatment Policy
Health & Safety Policy

AIGPE™ Complaints Policy

1. Purpose

The purpose of this policy is to ensure that all complaints, whether from learners, corporate clients, partners, or members of the public, are handled promptly, fairly, and in a manner consistent with AIGPE’s values of transparency, accountability, and continuous improvement.

This policy ensures compliance with:

·       The Consumer Protection Act, 2019 (India) regarding grievance redressal.

·       The Information Technology Act, 2000 (where complaints involve digital platforms).

·       Applicable contractual obligations with customers and partners. 

2. Scope

2.1 Applies To:

·       All complaints about AIGPE’s services, staff, trainers, contractors, learning platforms, or processes.

·       Complaints received in writing or through official AIGPE™ channels (email, feedback forms, or postal communication).

·       Internal complaints raised by staff members relating to service delivery or organisational practices.

2.2 Exclusions:

·       Complaints about third-party platforms hosting AIGPE™ content (e.g., Udemy, O’Reilly), where the platform’s own procedures apply.

·       Complaints unrelated to AIGPE™ services or activities. 

3. Definitions

·       Complaint – Any expression of dissatisfaction, whether justified or not, from a customer, partner, or employee regarding AIGPE™ services or activities.

·       Complainant – The person or organisation lodging the complaint.

·       Resolution – A written confirmation of the outcome of a complaint, whether upheld, partially upheld, or dismissed. 

4. Principles

·       Accessibility – Complaint channels will be open, clear, and easy to use.

·       Impartiality – All complaints will be handled without bias.

·       Confidentiality – Complaints will be treated confidentially, disclosing only where necessary for resolution.

·       Timeliness – Complaints will be acknowledged and resolved within defined timelines.

·       Improvement-focused – Feedback will be used to identify opportunities for service improvement. 

5. Measurable Objectives 

·       Acknowledge 100% of complaints within 5 business days of receipt.

·       Resolve 90% of complaints within 20 business days of acknowledgement.

·       Maintain a complaint recurrence rate below 5% for similar issues within a calendar year. 

6.Commitments

AIGPE™ will:

·       Provide clear channels for lodging complaints (email and contact forms).

·       Acknowledge all complaints promptly and inform complainants of the resolution process.

·       Investigate all complaints objectively and fairly.

·       Provide written outcomes and, where necessary, corrective actions.

7. Procedures

Step 1 – Submission

·       Complaints can be submitted via [email protected], phone, or the official feedback form.

·       The complainant must provide:

o   Full name and contact details

o   Nature of the complaint

o   Relevant dates and supporting documents

Step 2 – Acknowledgement

·       Within 5 business days, the Support Team will confirm receipt and provide an estimated resolution date.

Step 3 – Investigation

·       The complaint will be assigned to the relevant department head or manager for investigation.

·       Evidence will be reviewed, and all involved parties may be contacted for statements.

Step 4 – Resolution

·       The outcome (upheld, partially upheld, dismissed) will be communicated in writing.

·       Where corrective action is required, timelines will be specified.

Step 5 – Escalation

·       If dissatisfied, the complainant may escalate to [email protected] for a secondary review.

·       Escalations will be reviewed by a senior manager not involved in the initial investigation.

8. Roles & Responsibilities

·       Support Team – Receive, log, and acknowledge complaints.

·       Department Heads – Investigate and resolve complaints.

·       Senior Management – Oversee escalations, ensure fairness, and allocate resources for corrective action.

·       Trust And Safety Team – Maintain complaint records and monitor trends.

9. Risk & Opportunity Considerations

·       Risks: Unresolved complaints leading to reputational damage, legal disputes, or financial loss.

·       Opportunities: Using feedback to improve services, build trust, and strengthen customer loyalty.

10. Monitoring & Review

·       Each complaint is reviewed by the Trust and Safety team and addressed within the given timelines.

·       If these complaints are not resolved or the Trust and Safety team is not equipped to resolve them, the respective department heads are contacted for a resolution.

11. Breach & Consequences

·       Failure to follow complaint-handling procedures may lead to disciplinary action, up to and including termination of contracts.

·       Serious breaches may result in legal action or regulatory reporting.

12. Contact & Escalation

·        Primary Contact: [email protected]

·        Escalation Contact: [email protected]

AIGPE™ Money‑Back Guarantee Policy

1.    Purpose

To define AIGPE™’s approach to refunds, ensuring fair, transparent, and efficient resolution of dissatisfied customers, in accordance with the principles under the Consumer Protection Act, 2019, and applicable contract laws in India. This policy provides clarity for learners and is part of our ongoing quality and service assurance.

2.    Scope 

This policy applies to:

·       All courses and programs purchased directly via AIGPE™ official channels.

·       All learners and clients eligible for refunds under defined conditions.

·       AIGPE™ personnel responsible for managing refunds and customer support.

·       This policy does not apply to purchases via third-party platforms (e.g., Udemy, O’Reilly), where the terms of those platforms prevail.

3.    Definitions

·       Refund: Full or partial reimbursement of fees paid.

·       Eligibility: Specific criteria under which refunds are granted.

·       Refund Abuse: Misuse of the refund system, such as repeated requests, completing a course fully before requesting a refund, or downloading all materials.

4.    Principles

·       Transparency: Customers receive clear refund terms before purchase.

·       Fairness: Refunds are evaluated consistently against set criteria.

·       Efficiency: Refunds are processed promptly once approved.

·       Continuous Improvement: Refund data feeds into course and service enhancements.

5.    Measurable Objectives

·       Process 100% of eligible refunds within 30 business days.

·       Keep refund abuse cases below 2% of total transactions.

·       Conduct monthly audits of refund cases for fairness and compliance.

6.    Commitments

 AIGPE™ will:

·       Offer a 30-day refund window from the date of purchase for eligible learners.

·       Clearly state all terms, limits, and process steps before enrolment.

·       Reserve the right to offer AIGPE™ Learning Credits instead of cash refunds when necessary.

·       Deny refunds if the course has been fully completed or all course materials downloaded or certification is achieved.

·       Deny refunds in cases of repeated refund abuse or patterns indicating misuse.

·       Apply the same refund conditions consistently to all learners.

6.1.   Refund Conditions

6…1.    Eligibility

A refund will be granted if:

o  The refund request is submitted within 30 calendar days of purchase.

o  The course has not been fully completed (tracked via learning platform).

o  The course materials have not been downloaded in full or certification not achieved.

o  There is no record of refund abuse.

6…2.    Non-Eligibility

Refund requests will be declined if:

o  The learner has completed 100% of the course.

o  All course materials have been fully downloaded or certification exam attempted.

o  The request is made after the 30-day window.

o  There is evidence of systematic refund abuse.

6…3.    Abuse Prevention

o  Patterns of repeated refunds for similar content will be monitored.

o  Accounts may be suspended or removed if abuse is confirmed.

6…4.    Refund Method

o  Refunds will be issued via the original payment method whenever possible.

o  If unavailable, refunds will be issued as AIGPE™ Learning Credits valid for future enrolments.

7.    Procedures

 

Step 1 – Request Submission

·       Learner submits a refund request to [email protected] with course name, purchase date, and reason.

Step 2 – Eligibility Assessment

·      Support team checks compliance with Section 6.1 conditions.

Step 3 – Refund Processing

·       Finance initiates refund within 30 business days via original payment method or credits.

Step 4 – Rejections

·       If not eligible, support communicates the rationale and offers possible alternatives.

8.    Roles & Responsibilities

·       Support Team: Log and evaluate refund requests.

·       Finance Team: Process approved refunds.

·       Senior Management: Handle complex cases and prevent abuse.

·       Policy Office: Monitor trends and review the policy annually.

9.    Risk & Opportunity

·       Risks: Misuse of policy, financial losses, reputation damage.

·       Opportunities: Build trust, improve courses via learner feedback, reduce refund demand through accurate pre-sale information.

10.  Monitoring & Review

·       Quarterly audits of refund cases.

·       Annual review of policy performance.

·       Internal audit for compliance.

11.  Breach & Consequences

·       Abuse of refund provisions may result in denial of refund and loss of learner benefits.

·       Staff not following policy may face corrective or disciplinary measures.

12.  Contact & Escalation

·       Primary Contact: [email protected]

·       Escalation: [email protected]

AIGPE™ Data Protection Policy

1. Purpose

This policy ensures the lawful, fair, and transparent handling of personal data of AIGPE™ learners in compliance with:

·       Digital Personal Data Protection Act, 2023 (India)

·       General Data Protection Regulation (GDPR) (EU/EEA)
It protects the confidentiality, integrity, and availability of data while respecting individual privacy rights globally.

2. Scope

This policy applies to:

·       All personal data collected from learners worldwide via AIGPE™ websites, learning platforms, and customer support.

·       All processing activities, whether automated or manual.

·       All AIGPE™ personnel, contractors, and service providers who handle learner data.

3. Definitions

·       Personal Data: Any information that can identify an individual (e.g., name, email, payment details).

·       Processing: Any operation on personal data (collection, storage, use, sharing, deletion).

·       Data Principal / Data Subject: The individual whose personal data is processed (learner).

·       Data Fiduciary / Controller: AIGPE™, which determines the purpose and means of processing personal data.

·       Consent: Clear, informed, and freely given agreement to process personal data.

·       Special Category Data (GDPR): Sensitive personal data requiring extra protection (e.g., health information).

4. Policy Principles

·       Lawful Processing: Data processed only with a valid legal basis (consent, contract, legal obligation, legitimate interests).

·       Purpose Limitation: Data used only for the purpose collected.

·       Data Minimisation: Only necessary data will be collected.

·       Accuracy: Reasonable steps will keep data accurate and up to date.

·       Security: Technical and organisational controls will protect data.

·       Retention: Data kept only as long as needed for its purpose.

·       Transparency: Learners informed about data usage and their rights.

·       Cross-Border Transfers: Transfers outside the EEA will use safeguards (e.g., Standard Contractual Clauses).

5. Measurable Objectives

·       Map and document 100% of personal data processing activities.

·       Zero reported unauthorised disclosures of personal data.

·       Annual privacy training for all personnel handling learner data.

6. Commitments

AIGPE™ will:

·       Obtain clear consent before collecting data.

·       Use encrypted systems for data storage and transfer.

·       Honour all learner rights under DPDPA and GDPR, including:

o  Access to personal data, as per the user’s request.

o  Correction of inaccurate data.

o  Deletion of data when no longer needed.

o  Data portability (GDPR).

o  Right to object to processing (GDPR).

·       Ensure service providers follow equivalent data protection standards.

7. Procedures

Step 1 – Data Collection

·       Collect only required information for enrolment, course delivery, and support.

Step 2 – Data Use

·       Use data solely for training, certification, customer service, and lawful operations.

Step 3 – Data Security

·       Store data in encrypted databases with restricted access.

Step 4 – Data Sharing

·       Share only with approved vendors meeting our security standards.

Step 5 – Retention & Deletion

·       Retain learner data for seven years after last interaction unless law requires otherwise.

·       Delete or anonymise after retention period.

Step 6 – Breach Response

·       Report suspected breach to Trust and Safety immediately.

·       Notify relevant supervisory authority within 72 hours if GDPR applies.

·       Notify affected learners where required.

8. Roles & Responsibilities

·       Data Protection Officer (DPO): Oversee compliance, respond to data requests.

·       All Staff: Follow policy, report breaches immediately.

·       IT Team: Maintain secure infrastructure and access controls.

9. Risks & Opportunities

·       Risks: Data breaches, reputational damage, legal penalties.

·       Opportunities: Trust-building, stronger learner relationships, global compliance advantage.

10. Monitoring & Review

·       Periodic policy review to ensure compliance with applicable legal requirements, as needed.

11. Breach & Consequences

·       Staff violating this policy may face disciplinary action.

·       Breaches may result in legal action under DPDPA or GDPR.

12. Contact & Escalation

·       Primary Contact: [email protected]

·       Escalation: [email protected]

AIGPE™ Disability Discrimination Policy

1. Purpose

To ensure that learners with disabilities are not discriminated against and are provided with fair, reasonable, and achievable digital accessibility support within AIGPE’s online learning environment hosted on Teachable. This policy aligns with the Rights of Persons with Disabilities Act, 2016, applicable Indian laws, and Teachable’s current technical capabilities.

2. Scope

This policy applies to:

·       All learners enrolled in AIGPE™ programs on the Teachable platform.

·       All employees, trainers, and contractors developing or delivering AIGPE™ online courses.

·       All course content, online assessments, communication channels, and learner support services delivered via Teachable or integrated tools.

3. Definitions

·       Disability: As per the Rights of Persons with Disabilities Act, 2016, including physical, sensory, intellectual, and mental health
conditions.

·       Digital Accessibility Support: Practical adjustments to enable equal participation, such as captions, transcripts, screen-reader-compatible documents, and extended course access.

·       Reasonable Adjustment: An accessibility change that can be implemented within Teachable’s technical features or via
supported integrations.

·       Discrimination: Any action or omission that unfairly disadvantages a learner due to disability.

4. Policy Principles

·       Non-Discrimination: No learner will face less favourable treatment due to disability.

·       Platform-Aware Accessibility: Accessibility provisions will be offered within Teachable’s supported features or approved
integrations.

·       Confidentiality: Disability-related information will remain private, shared only where needed to arrange support.

·       Learner Collaboration: Learners will be consulted to identify suitable and feasible support options.

5. Measurable Objectives

·       Acknowledge all accessibility support requests within 5 working days.

·       Maintain zero verified disability discrimination incidents annually.

·       Conduct an annual accessibility review of all active courses on Teachable.

6. Commitments

AIGPE™ will:

·       Provide captions and/or transcripts for course videos where available via Teachable’s captioning tools or approved third-party integrations.

·       Offer downloadable lecture slides, notes, or alternative text-based formats where possible.

·       Structure course content to improve compatibility with assistive technologies such as screen readers.

·       Provide extended course access or flexible deadlines where Teachable’s settings allow.

·       Train staff in both disability awareness and Teachable’s accessibility features.

·       Assist learners in using available accessibility features within the platform.

7. Procedure for Accessibility Support Requests

Step 1 – Request Submission

·       Email [email protected] describing your disability and requested digital accessibility support.

Step 2 – Assessment & Clarification

·       The support team will review the request, confirm what is technically feasible within Teachable, and suggest alternative solutions if needed.

Step 3 – Implementation

·       Approved adjustments (e.g., captions, transcripts, extended access) will be provided within 5–10 working days, depending on complexity and platform capability.

Step 4 – Confirmation & Feedback

·       Follow-up within two weeks to ensure the support is effective.

8. Roles & Responsibilities

·       Support Team: Handle requests, verify feasibility, coordinate with trainers.

·       Trainers: Adapt materials where possible within platform constraints.

·       Management: Approve adjustments requiring additional resources or integrations.

9. Monitoring & Review

·       Maintain a log of accessibility requests and actions taken.

·       Quarterly review of requests to identify patterns and improvement areas.

·       Annual review of the policy in line with changes to Teachable’s features.

10. Breach & Consequences

·       Proven discrimination cases may result in staff disciplinary action or termination of engagement.

·       Misuse of accessibility provisions by learners may result in review or withdrawal of those provisions.

11. Contact & Escalation

·       Primary Contact: [email protected]

·       Escalation: [email protected]

AIGPE™ Equal Treatment Policy

1. Purpose

This policy ensures that all learners of AIGPE™ are treated with dignity, fairness, and respect, without any discrimination on the basis of gender, age, race, caste, religion, disability, sexual orientation, nationality, or any other protected characteristic under applicable Indian laws.

2. Scope

This policy applies to:

·       All AIGPE™ learners and prospective learners.

·       All AIGPE™ learning environments, delivered entirely online.

·       All interactions with trainers, assessors, and support staff.

3. Definitions

·       Equal Treatment: Providing the same opportunities, respect, and access to learning for all individuals.

·       Protected Characteristics: Attributes safeguarded under law from discrimination.

·       Discrimination: Any action or omission that results in unfair treatment based on protected characteristics.

4. Policy Principles

·       Fairness: All decisions affecting learners will be based on merit, performance, and relevant factors only.

·       Inclusivity: Learning environments will be welcoming, respectful, and supportive for all learners.

·       Zero Tolerance for Discrimination: Any form of harassment, bias, or prejudice is prohibited.

·       Transparency: Policies and procedures will be applied consistently to all learners.

5. Measurable Objectives

·       Zero validated complaints of discrimination annually.

·       100% of trainers and support staff receive annual training on diversity and equal opportunity.

·       Regular reviews of course materials to ensure inclusivity.

6.Commitments

AIGPE™ will:

·       Ensure all admissions, assessments, and certifications are free from bias.

·       Provide digital support to address diverse learning needs, ensuring that learning environments remain welcoming, respectful, and supportive for all learners.

·       Offer clear communication channels for raising concerns.

·       Act promptly on any complaint of discrimination.

7. Procedures

Step 1 – Reporting

·       Learners can report discrimination to [email protected].

Step 2 – Investigation

·       A designated Customer Service Representative from the Trust and Safety team will investigate within 10 working days.

Step 3 – Outcome

·       Findings will be communicated to the complainant along with corrective measures.

8. Roles & Responsibilities

·       Customer Service Representative from the Trust & Safety Team: Monitors compliance, investigates complaints, and trains staff.

·       Trainers & Assessors: Uphold inclusivity and fairness in all sessions and evaluations.

·       Learners: Treat peers and staff with respect and report any discrimination observed.

9. Risk & Opportunity

·       Risks: Loss of learner trust, reputational damage, legal consequences.

·       Opportunities: Enhanced learner satisfaction, brand credibility, diverse perspectives enriching the learning process.

10. Monitoring & Review

·       Annual diversity audit.

·       Policy reviewed periodically and updated as needed to reflect legal or regulatory changes.

11. Breach & Consequences

·       Confirmed breaches may result in suspension from courses or termination of learner access.

12. Contact

·        Primary Contact: [email protected]

AIGPE™ Health & Safety Policy

1.      Purpose

The purpose of this policy is to ensure the digital safety, wellbeing, and security of all AIGPE™ learners, trainers, and support staff by providing a safe online learning environment in compliance with applicable Indian laws, Digital Personal Data Protection Act (DPDPA), General Data Protection Regulation (GDPR) for EU/EEA learners, and other relevant international best practices.

2.      Scope

This policy applies to:

·        All online training programs delivered via AIGPE™ platforms.

·        All digital tools, applications, and communication channels used for learning and support.

·        All AIGPE™ learners, trainers, assessors, and support teams.

3.      Definitions

·        Digital Safety: Measures to protect learners from cyber threats, online harassment, and data breaches.

·        Online Health & Wellbeing: Practices to maintain physical comfort and mental wellbeing while learning online.

·        Incident: Any event involving cybersecurity breaches, inappropriate online behaviour, or accessibility failure.

4.      Policy Principles

·        Zero Harm Commitment: Maintain an environment free from harassment, threats, and data security breaches.

·        Proactive Prevention: Regularly update systems, review threats, and encourage safe digital habits.

·        Shared Responsibility: Staff and learners share responsibility for maintaining safe online spaces.

·        Holistic Wellbeing: Promote ergonomic practices and mental health awareness for online learners.

5.      Measurable Objectives

·        Zero preventable cybersecurity breaches involving learner data.

·        100% staff training in online safety and GDPR/DPDPA compliance.

·        All reported incidents investigated within 48 hours.

6.      Commitments

AIGPE™ will:

·        Maintain secure, encrypted platforms for learning and communication.

·        Provide clear guidance on preventing phishing, scams, and cyberbullying.

·        Offer ergonomic recommendations for comfortable online learning.

·        Encourage screen-time management to avoid fatigue.

·        Respond promptly to all learner safety concerns.

7.      Risk Assessment & Control

·        Annual digital security audits to identify and mitigate vulnerabilities.

·        Use of secure login systems with multi-factor authentication where applicable.

·        Continuous monitoring for malicious activity or inappropriate conduct.

8.      Incident Response Procedure

Step 1 – Reporting

·        Learner or staff reports incident via [email protected] within 24 hours.

Step 2 – Investigation

·        Trust and Safety team assesses cause, scope, and severity.

Step 3 – Corrective Action

·        Implement preventive measures, inform affected learners, and update security protocols.

9.      Roles & Responsibilities

·        Trust and Safety team: Oversees online safety training, audits, and incident handling.

·        IT & Platform Security Team: Maintains system integrity and resolves technical risks.

·        Trainers: Promote safe online behaviour in all interactions.

·        Learners: Follow safety guidelines and report any concerns promptly.

10.  Monitoring & Review

·        Periodic policy review to ensure compliance with applicable legal requirements, as needed.

11.  Breach & Consequences

·        Confirmed breaches may lead to removal from AIGPE™ programs, legal reporting, or other disciplinary actions.

12.  Contact

·        Primary Contact: [email protected]