Complaint Policy
Effective Date: August 01, 2026
Grievance & Dispute Resolution
This policy explains how complaints and grievances submitted to TutorX ("Company", "we", "us", or "our") are recorded, investigated, and resolved.
Important Notice: We are committed to providing high-quality service. If you encounter any issue, please follow our structured complaint process so we can resolve it in an efficient, fair, and transparent manner.
Summary of Key Points
Fair & Transparent Process
Every complaint is logged, acknowledged, and thoroughly investigated by our dedicated support and compliance team without bias.
Direct Escalation
If an initial resolution is unsatisfactory, complaints can be escalated directly to senior management for secondary review.
Strict Confidentiality
All details and communications concerning grievances are kept confidential and restricted to personnel involved in the investigation.
Clear Timelines
Initial acknowledgments are provided within 24 to 48 hours, with full investigations targeted for resolution within 5 to 7 business days.
Table of Contents
1. Purpose & Scope
This Complaint Policy outlines the formal procedure for reporting concerns, disputes, or dissatisfaction regarding TutorX services, staff, tutors, billing, or platform functionalities. It applies to all students, parents, guardians, and registered users accessing our platform.
2. Our Commitment
TutorX is committed to maintaining high standards across all educational and administrative operations. We treat all complaints seriously, address issues promptly, and use constructive feedback to continuously improve our platform, curriculum delivery, and customer experience.
3. How to File a Complaint
Grievances should be submitted electronically via email to our dedicated support address at support@tutorx.academy. To help us route and address your issue quickly, please include "FORMAL COMPLAINT" in your email subject line.
4. Information Required
To facilitate a speedy investigation, please include: (1) Full account name and registered email address, (2) Detailed explanation of the issue or incident, (3) Relevant dates, times, and course or session details, and (4) Any supporting documentation, screenshots, or receipts.
5. Investigation & Resolution Process
Upon receiving your complaint, our support team will log the issue into our tracking system, gather necessary logs or feedback from involved parties (such as tutors or system administrators), evaluate the incident against our operational standards, and propose an appropriate resolution or corrective action.
6. Target Response Times
We aim to send an initial acknowledgment within 24 to 48 hours of receipt. Investigations and definitive responses or action plans are generally completed within 5 to 7 business days, depending on the complexity of the matter.
7. Escalation Process
If you are not satisfied with the initial outcome or decision reached by customer support, you may request an escalation. The matter will then be referred to senior management or operational leads for an independent review.
8. Confidentiality & Privacy
All complaints are handled with strict discretion. Personal information collected during the dispute investigation is processed strictly in accordance with our Privacy Policy and relevant data protection laws.
9. Unreasonable or Abusive Conduct
We aim to resolve all grievances amicably and respectfully. Abusive language, harassment, or repeatedly frivolous complaints directed toward our tutors or support staff will not be tolerated and may result in account suspension or termination.
10. Contact Us
For formal grievances or feedback regarding our platform services, please contact our support desk directly at support@tutorx.academy.