How an application was handled, how the diagnostic was conducted, seat allocation, the layer you were placed at, offers, and deferrals.
Document 05 — Policy
Grievance Redressal
How to complain about anything we do — a programme, a fee, an assessment, a placement introduction, the platform — who reads it, and how long it should take. Where another document governs the underlying matter, that document decides the outcome; this one decides the process.
DocumentSLT‑DOC‑05
Issue02 Nov 2026
RevisionA
Clauses11
StatusPolicy — in force
Jump to
Introduction
Scope
Raising it
Procedure
Escalation
Timelines
Confidentiality
Your part
Limits
Changes
Contact
01 — Introduction
Skill Link Tech Private Limited (“Skill Link Tech”, “we”, “us”) runs instructor-led technical programmes, training partnerships with colleges, closed cohorts for industry, and the Skillifyedu online platform. Things go wrong in all of them — a session that did not happen, a fee charged twice, an assessment you believe was run unfairly. We would rather hear about it than not.
This policy sets out one route for raising a grievance: what to send, the steps we follow, the timelines we hold ourselves to, and how to escalate if the answer is not good enough. Every grievance is registered, read by someone with the authority to fix it, and answered in writing.
02 — Scope
This policy applies to applicants, enrolled learners, alumni, parents and guardians of learners under 18, partner institutions, corporate clients, and users of the Skillifyedu platform. It covers grievances in the areas below, and anything else arising from our services.
Cancelled or shortened sessions, the quality or conduct of teaching, access to the lab and to lab hours, equipment that was not available, and session recordings.
Incorrect or duplicate charges, instalment schedules, concessions and scholarships, invoices and GST, and how a refund was calculated or how long it is taking. The refund itself is decided under the refund policy; this policy covers whether that was applied correctly.
How a build-and-defence assessment was conducted and recorded, re-attempts, errors on a certificate, and certificate verification.
Portfolio review, interview practice, introductions to hiring partners, post-exit follow-ups, and how outcome figures are presented. Placement support is support, not a guarantee of employment — clause 08 of the terms.
Harassment, discrimination, unsafe practice at the bench, and the behaviour of staff or other learners. These are handled with priority — see clause 04.
How your personal data, attendance and progress records are handled, what is shared with a sponsoring college, employer or hiring partner, and requests to access, correct or delete a record under the privacy policy.
Course access, platform payments and checkout, and platform support. Refunds on platform purchases follow clause 14 of the refund policy.
Training partnerships, closed cohorts and lab commissioning are governed by their own agreement or statement of work — clause 13 of the terms. Use the escalation route in that agreement first; this policy applies where the agreement is silent.
03 — Raising a grievance
Write to contact@skillifyedu.com, call +91 98840 81014, or tell your trainer or the lab technician. A grievance raised in person is registered in exactly the same way as one in writing — you will still get a reference number and a written answer.
To help us act on it quickly, include:
- Your full name.
- Your registered email address and contact number.
- The programme and cohort, or the Skillifyedu course — and any order ID or transaction reference.
- A clear description of what happened.
- The date and approximate time, where it matters.
- Supporting documents — receipts, screenshots, emails — if you have them.
You do not need every item before you write. Send what you have; we will ask for the rest.
04 — Procedure
Every grievance goes through the same four steps.
The grievance is logged with a reference number and acknowledged within 2 business days, naming the person who will handle it.
The handler — never the person the grievance is about — checks the record: attendance, lab logs, assessment notes, transaction history, correspondence. If we need more from you we will ask, and the clock pauses until we have it.
The matter goes to whoever owns it — the programme lead, accounts, placement, or the person responsible for data protection — for investigation and corrective action. We aim to resolve grievances within 7 to 15 business days of receiving the information we need.
Matters that depend on a bank, payment gateway, partner college or hiring partner can take longer. If so, we will tell you the status and a revised date rather than go quiet.
You receive the outcome in writing at your registered email address: what we found, what we are doing about it, and how to escalate if you disagree.
Grievances about conduct and safety (G06) are acknowledged within 1 business day and handled by management directly. Where needed, we will take interim steps — changing a bench, a session or a point of contact — while the matter is reviewed.
05 — Escalation
If you are not satisfied with the outcome, or you have not had a response within the timelines in clause 06, you can escalate to management. Reply to the outcome email or write to the same address, quoting your reference number and a summary of the earlier correspondence.
An escalated grievance is reviewed by a member of management who was not involved in the first decision. You will be told the expected date of a decision when the escalation is acknowledged, and the decision is given in writing.
06 — Timelines
| Activity | Expected timeline |
|---|---|
| Acknowledgement of grievance | Within 2 business days |
| Acknowledgement — conduct and safety (G06) | Within 1 business day |
| Initial review and assessment | Based on the nature of the complaint |
| Standard grievance resolution | Within 7–15 business days |
| Escalated grievance review | Based on the complexity of the matter |
These are service targets, not guarantees. They can move with the nature of the complaint, how quickly supporting information arrives, and how much depends on an outside party.
07 — Confidentiality
Grievances, supporting documents and the personal information in them are seen only by the people needed to review and resolve the matter. We share with the person a grievance is about only what fairness requires them to answer.
That information is used for the grievance and for keeping a record of it, and is retained under the schedule in clause 08 of the privacy policy.
Raising a grievance in good faith will not affect your seat, your assessment or your placement support.
08 — Your part
For a grievance to be resolved properly, we ask you to:
- Give accurate, complete and relevant information.
- Share supporting evidence where you have it.
- Reply promptly when we ask for more information.
- Keep communication respectful throughout.
- Not submit misleading, fraudulent or knowingly false complaints.
09 — Limits
We may ask for more information, or decline to process a grievance that is incomplete, unrelated to our services, or not supported by enough detail to investigate. We will say which, and why.
Matters outside our reasonable control may need to be taken up with the relevant third party — a bank, a payment gateway, a partner institution — or a competent authority. Where that happens we will tell you who and help where we can.
Nothing in this policy limits any right or remedy you have under applicable law.
10 — Changes to this policy
We may revise this policy to reflect changes in our services, how we operate, or the law. Each revision is published on this page with a new revision letter and issue date in the block at the top.
11 — Contact
Grievances, complaints, suggestions and feedback go to the Grievance Redressal desk:
DeskGrievance Redressal
Phone+91 98840 81014
Websiteskilllinktech.com
Registered / correspondence addressNo. 6/2, Leo Muthu Street, Kalaimagal Nagar, 1st Main Road, Ekkattuthangal, Chennai, Tamil Nadu – 600032, India
Before you write
Many questions about fees, refunds, assessment and placement are answered in the FAQ. If yours is not, or the answer did not hold, raise it here — that is what this route is for.