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ISO 9001:2015
ISO/IEC 27001:2022
ISO 9001:2015
ISO/IEC 27001:2022
SAHFAR Academy
(A Unit of SAHFAR IT TECH SOLUTIONS Pvt. Ltd.)
Effective Date: 23 - 05 - 2022
Last Updated: 23 - 01 - 2026
SAHFAR Academy is committed to maintaining transparency, fairness, and accountability in its academic, administrative, and operational processes. This Grievance Redressal Mechanism establishes a structured procedure for students and stakeholders to raise complaints and seek resolution in a timely and professional manner.
This mechanism is designed in alignment with applicable Indian laws and principles of natural justice.
Any student or stakeholder who has a concern, complaint, or dispute must first submit a written complaint via email to: info@sahfaracademy.com
The complaint must include:
➛ Full name of the student
➛ Registered contact details
➛ Course details (if applicable)
➛ Clear description of the grievance
➛ Relevant supporting documents or evidence
➛ Date of occurrence
Incomplete complaints or complaints without supporting evidence may delay processing.
Upon receipt of a valid complaint:
➛ The matter will be reviewed by the concerned department.
➛ Internal verification and assessment will be conducted.
➛ A response will be provided within 7–10 working days.
The Academy will make reasonable efforts to resolve the issue within this timeframe, depending on the complexity of the matter.
If the complainant is not satisfied with the response received within 7–10 working days, or if the issue remains unresolved, the student may escalate the matter to the Grievance Department.
The escalation must:
➛ Reference the original complaint
➛ Include all prior communication
➛ Attach supporting documents and evidence
➛ Clearly state reasons for dissatisfaction
Escalation requests may be submitted to: grievance@sahfaracademy.com
The Grievance Department will independently review the matter and provide a reasoned decision within a reasonable timeframe.
This mechanism covers complaints related to:
➛ Admission and counselling process
➛ Course delivery and academic services
➛ Certification or documentation
➛ Fee disputes
➛ Refund or cancellation issues
➛ Communication or advertising concerns
➛ Data protection or privacy matters
➛ Administrative misconduct
The grievance handling procedure is aligned with:
➛ Information Technology Act, 2000
➛ Digital Personal Data Protection Act, 2023
➛ Consumer Protection Act, 2019
➛ Indian Contract Act, 1872
Nothing in this mechanism restricts the legal rights of the complainant under applicable law.
All complaints shall be handled:
➛ Confidentially
➛ Impartially
➛ Without discrimination or retaliation
Information will be disclosed only to authorized personnel involved in resolving the matter or where required by law.
SAHFAR Academy reserves the right to reject complaints that are:
➛ Frivolous or malicious
➛ Repetitive without new evidence
➛ Outside the scope of institutional services
This Grievance Redressal Mechanism shall be governed by the laws of India. Any unresolved disputes shall be subject to the jurisdiction of competent courts in Kolkata, West Bengal, India.
