Submitting Complaints and Suggestions

You can submit a request on our platform and select "Complaints and Suggestions." Alternatively, you can contact us through the following:

We also encourage you to complete the satisfaction survey to share your feedback and help us improve our services.

Process for Reviewing and Responding to Complaints/Suggestions

Step 1:
Trainees submit complaints or suggestions through the Tharwah Support Portal and select "Complaints and Suggestions."

Step 2:
The complaint is investigated promptly within the available resources. Actions are approved by the Academy's management depending on the nature of the complaint.

  • If there is an incidental delay in resolving the complaint, the complainant will be notified electronically or via email.
  • The complainant will be informed of the investigation results and any actions to be taken.

Step 3:
After reviewing and registering the complaint, the complainant will be informed of the outcome by the responsible official.

  • If no further action is required, the reasons will be explained to the complainant.
  • The investigation outcome will be documented by the Student Complaints Committee.
  • If dissatisfied with the resolution, the complainant may escalate the complaint to a higher authority.

For external complaints, you can contact the National Center for E-Learning at the following number: 920015991.
Complaints will be reviewed objectively, and a response will be provided within a maximum of 7 days to allow for thorough investigation and resolution.

 
 

Delayed Complaint Procedures

 

If no response is provided to a complaint within the expected timeframe of 7 days, we encourage complainants to follow these procedures:

  1. Immediate Notification:

    • Send an email to info@tharwah.net, indicating that your complaint was not addressed within the specified timeframe.
    • Include the date of your original complaint to facilitate prompt follow-up.

  2. Review and Action:

    • Upon receiving notification of a delayed complaint, our specialized team will review the matter immediately to determine the cause of the delay.
    • Immediate action will be taken to expedite the response.
 

Complaint Escalation Policy

We understand that some concerns may not be resolved to your satisfaction. For such cases, we have an escalation policy in place:

  1. First Level of Escalation:

    • If you are dissatisfied with the initial response, you may escalate your complaint to a senior manager by replying to the original complaint email at info@tharwah.net.
    • Clearly state your reasons for dissatisfaction and why you believe further review is necessary.

  2. Final Resolution:

    • Escalated complaints will be reviewed with the highest priority by the management team.
    • A final response will be provided within 14 days of escalation.
Our commitment to service excellence and your satisfaction is central to these procedures. We strive to address all complaints fairly, promptly, and professionally, ensuring your concerns are heard and resolved.