Student Complaints Handling Policy.

If something has gone wrong, we want to know — and to fix it. This page explains exactly how to complain, who handles it, and how quickly you will hear back. Making a complaint never affects the service or advice you receive from us.

How to complain

Use whichever channel suits you: the Messages & requests (✉️) section inside your student portal — the fastest route, because your complaint attaches to your file automatically — or email complaints@brigrads.com from your registered address. A parent or guardian may complain on a student's behalf from their linked parent login or their registered email. Please include what happened, when, who was involved, and what outcome you are seeking.

Our timelines

We acknowledge every complaint within 2 working days (working hours 10 AM–6 PM IST, Monday–Saturday). Your assigned counsellor investigates first; complaints about a counsellor go directly to senior staff. We aim to give you a full written response within 10 working days. If the matter is complex we will tell you why and give you a revised date — never radio silence.

Escalation

Not satisfied with the first response? Reply saying so and your complaint escalates to the director, who reviews the file independently and responds within a further 10 working days. The director's decision is Brigrads' final internal position.

After our process

If you remain unhappy after the internal process, our Service Agreement provides for resolution by arbitration in Chennai — and nothing in this policy or that agreement takes away any non-waivable rights you hold under the Consumer Protection Act, 2019. Where your complaint concerns a partner university's own conduct, we will also tell you how to use that university's complaints process.

What we record and learn

Every complaint, response and outcome is logged against your file with dates. We review complaint themes regularly and fix root causes — pricing clarity, process gaps, counsellor conduct — so the same problem does not reach the next student.