Grievance Redressal Mechanism
Last updated: November 15, 2021.
NCERT – Infrexa, formerly known as NCERT-Solutions, is committed to providing our users, a delightful experience and best-in-class student support. Please reach out to our team using one of the below appropriate channels in case of any queries, complaints or feedback.
Level – 1
Any query, feedback, abuse or concerns with regards to content and or comment or breach of these terms shall be immediately informed to the designated Grievance Officer/Support Team via Contact us page or through email signed with the electronic signature to the below address:
NCERT – Infrexa
Email: [email protected]
Phone: 011- 25012316, +91 6306619599 .
Timeframe: Once we receive your email/query, you will get a response within 24 to 72 working hours or within your specified timeframe.
Level – 2
Any complaint regarding Premium membership, Purchases, refunds, withdrawal requests or any serious matter or dispute related to NCERT – Infrexa/Infrex India may specifically be entertained through this Portal called “Online Complaint Management System“.
To raise a complaint or dispute, you need to visit here: Register a complaint
On successful registration of complaint, an auto-generated unique complaint number will be displayed on the screen which may be noted for future correspondence.
Time limit: 5 to 7 working days.
Level – 3
This is the “Higher Level Appellate authority” on Infrex India. Therefore this channel is no longer functional for the purpose of registration of complaints. However, on non-receipt of satisfactory response even after one month, you may forward your complaint to CEPD by mentioning your valid Ticket/Complaint id, which you may have obtained previously through this portal: https://www.infrexa.com/register-complaint after successful registration of your complaint. In case, you have not approached Level – 1 or Level -2, you are advised to do so immediately and revert to us after one month.
You may note that the office of the CEPD will be able to process the appeal/ redress the grievance only if –
(A). the complainant had, prior making an appeal before the CEPD, made a valid representation to the Infrexa or Infrex India and the Infrexa or Infrex India had rejected the complaint or the complainant had not received any reply within a period of one month after the Infrexa or Infrex India received his / her representation or the complainant is not satisfied with the reply given to him/her by the Infrexa or Infrex India.
(B). Full information on the disputed transaction/ grievance against the Infrexa or Infrex India and other related details as per the fields listed below are provided in your communication to this CEPD. You may kindly furnish the requisite details mentioned below & attachments (if any) in your online complaint or by email for necessary action –
- Name of complainant
- Address of complainant (Billing Address in Financial orders related cases)
- Contact Phone Number /Mobile Number
- E-mail id
- Date of incident
- Previous Complaint Number
- Order No. (if any)
- Amount involved
- A clear description of complaint/grievance
- Relief sought for
- Any other detail/information, relevant to the complaint
How to approach Level – 3: For making your appeal, you may use this e-mail id: [email protected]
Note: This is not a full document of the Policy, please visit here to view the complete Policy document.