PART C | INCORPORATED POLICIES

POLICY 2 - CUSTOMER SERVICE SOP

2.1  Scope. The Licensee provides first-level support to its registered Leads, Students and Parents limited to: general Programme information, enrolment assistance, class schedule information and basic non-academic queries.

2.2  Channels and response times. The Licensee shall use only the communication channels designated by the Licensor. First response must be given within twenty-four (24) business hours; unresolved matters must be escalated within forty-eight (48) hours.

2.3  Records. All enquiries, complaints and material communications must be logged in the customer service system designated by the Licensor, and complete and accurate records maintained, which the Licensor may audit.

2.4  Mandatory escalation. The Licensee shall escalate to the Licensor, and shall not itself resolve or make representations concerning: (a) academic matters (syllabus, teachers, class quality, results); (b) technical Platform issues; (c) payment, billing, refund and chargeback issues; (d) legal claims, threats or media enquiries; and (e) safeguarding concerns under the Child Safeguarding Policy. Serious complaints or crises — including any matter involving a child's safety, threatened legal action or social media escalation — must be escalated immediately and in any event within twelve (12) hours.

2.5  Conduct. Communications with Parents and Students must be professional and courteous. No unauthorised promises may be made, and complaints must be handled promptly with a view to preserving the Licensor's goodwill.