Grievance Redressal Mechanism
Indian Institute of Cosmetology Trichology & Nutrition Private Limited (IICTN)
Effective Date: 19 May 2026
1. Our Commitment
IICTN is committed to providing a transparent and time-bound grievance redressal mechanism for all applicants, students, parents, vendors and visitors who interact with us through any of our websites (iictn.org, iictn.co.in, iictn.in) or in person at our centre. This page is published in compliance with Rule 3(2)(a) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020.
2. Grievance Officer
| Name | Ms. Jhoomer Surendra Kulshrestha |
| Designation | Director & Grievance Officer |
| Company | Indian Institute of Cosmetology Trichology and Nutrition Private Limited |
| Address | 2nd Floor, 201, Shri Nityanand CHS Ltd, Swami Nityanand Marg, Near Gokhale Bridge, Andheri East, Mumbai City, Maharashtra – 400069 |
| info@iictn.org | |
| Phone | +91 8369791736 |
| Working hours | Monday to Saturday, 10:00 AM – 6:00 PM IST (excluding public holidays) |
3. How to Raise a Grievance
Any user, applicant, or student may file a grievance by:
- Sending a written email to info@iictn.org with the subject line “Grievance — <your full name> — <admission/enquiry ID>”.
- Calling our helpline at +91 8369791736 during working hours.
- Sending a physical letter addressed to the Grievance Officer at the address above.
To help us resolve your grievance quickly, please include:
- Your full name, mobile number and email address
- Admission ID, enquiry ID or transaction reference number (if applicable)
- Date of the incident / transaction
- Description of the grievance
- What outcome you are seeking
- Supporting documents or screenshots (if any)
4. Resolution Timelines
| Stage | Action | Timeline |
|---|---|---|
| Acknowledgement | Receipt of grievance is acknowledged by email/SMS with a unique Grievance ID. | Within 48 hours |
| Investigation | The Grievance Officer reviews the matter with the relevant department (Admissions, Academic, Finance, IT, etc.). | Within 10 working days |
| Resolution | A written response with the outcome is sent to the user’s registered email. | Within 15 working days of acknowledgement |
| Complex matters | If the matter requires more time, an interim update is shared, and full resolution is provided within a maximum of 30 days from receipt. | No later than 30 days |
5. Scope
This mechanism covers grievances relating to:
- Admission process, counselling and documentation
- Course content, lectures, practicals, examinations and certifications
- Payment, billing, receipts, GST invoices and chargebacks
- Privacy, data protection and use of personal information
- Staff conduct and service quality
- Website content, accessibility or accuracy
Matters relating to refunds are governed by IICTN’s strict no-refund policy as published in the Refund and Cancellation Policy. Grievances will be considered to the extent permitted by that policy.
6. Escalation
If the user is not satisfied with the response of the Grievance Officer, the matter may be escalated to:
| Name | Ms. Salil Surendra Kulshrestha |
| Designation | Director (Escalation Authority) |
| info@iictn.org (mark subject as “Escalation”) | |
| Address | Same as principal place of business |
Further escalation may be made to:
- National Consumer Helpline: 1915 / 1800-11-4000 | consumerhelpline.gov.in
- Online Consumer Mediation Centre: www.onlinemediationcenter.ac.in
7. Payment-Related Disputes
For any dispute relating to an online payment processed through our payment gateway (ICICI Bank Eazypay), the user may also contact the bank’s customer care directly with the transaction reference number. IICTN will fully cooperate with the bank to investigate and resolve such matters.
8. Jurisdiction
All disputes shall be subject to the exclusive jurisdiction of the courts at Mumbai, Maharashtra, India.
