Byjus is an Indian education technology company in operation since 2011. It has taken giant strides towards revolutionizing and transforming the education landscape of India. Its core objective is to spread knowledge to students through interactive sessions and creative audio-visual tools. It provides online tutoring and e-learning services, and today it ranks as the largest and most popular education platform in India.
Their target audience ranges from students in the primary grade to older ones preparing for competitive exams like NEET, JEE, CAT and IAS. They provide study materials in the form of interactive video lessons and practice tests and offer personalized support to all their students. Courses are designed to meet the needs and academic requirements of the students and are taught by experienced teachers and professionals. The courses are accessible through their website and Byju’s app.
Today, Byju’s is a brand to reckon with and is backed by some great credentials. Despite that, it is open to parent and student feedback and takes earnest measures to resolve disputes and various issues that may arise during the entire length of a study course that a student may be enrolled for.
Responsibilities of the Grievance Desk at Byjus
The grievance redressal desk of Byju’s is entrusted with the responsibility of addressing and resolving complaints and issues reported by students and their parents/guardians. Some of these responsibilities include —
1) Receiving and Documenting Complaints — The grievance redressal desk is tasked with the responsibility of receiving and acknowledging all types of complaints and documenting them systematically and accurately. They forward the concerns and assign them to the appropriate department for effective resolution.
2) Making Due Investigations — The grievance redressal desk acts like a negotiator. It investigates the complaints and makes headway by determining the root cause of the problem and finding a solution that would be in the best interest of the students and their parents.
3) Providing Updates — Once a complaint is registered and formally accepted, it is the duty of the grievance redressal team at Byju’s to keep the complainant informed about the status and progress of the case.
4) Resolving Complaints — The grievance redressal team works in tandem with the appropriate department to find the best solution to the issues and resolve them promptly. As pointed out earlier, they function as intermediaries between the complainant and the investigating team at Byju’s.
5) Improving Processes — There is always scope for improvement. With this in mind, the grievance redressal desk at Byju’s monitors all complaints to identify trends and opportunities for improvement. Upon logical analysis and deductions, they then submit their observations to the company and make recommendations to improve their processes and services.
In short, their effort is to provide services and products in a seamless way to satisfy both students and their parents. Quick and efficient handling of sticky issues helps to raise and maintain trust in the company.
Types of Issues for Redressal
Here are some common grievances that students and parents have reported about Byju’s.
During the duration of their online courses, many students have complained about frequent technical snags and glitches that interfere with their study process. Buffering, slow loading, and poor video quality have been reported.
This one is the most common of all. Parents have frequently reported that Byju’s educational packages are quite high-priced as compared to its competitors. Their hard-selling techniques are annoying as well and have pushed people to make impulsive decisions that have later left them high and dry because of the expensive package.
Contrary to expectations, Byju’s has not quite delivered quality content despite tall claims. Students have complained that the content of the lessons is not as engaging or effective as they initially expected.
Further, the customer service team has not been as prompt and efficient in offering support to parents and their wards when they had questions or encountered issues with Byju’s app.
Then there is the lack of personalization. Students differ in their talent pool, intelligence, aptitude, and academic capabilities. Study resources need to be designed keeping the individual differences of students in mind. However, many students who have enrolled in Byju’s courses have expressed disappointment on this parameter as the courses have not adequately matched their expectations, nor have they addressed their individual needs.
How to Contact for Redressal of Grievances
For any issues at Byju’s, you may reach out to their customer support team through various channels. Please take a look.
Email Correspondence — Email is by far the simplest way to get in touch with the grievance officer at Byju’s. Their official email address is grievance.redressal@byjus.com. You can also write to support@byjus.com.
Reach via Phone — However, if you are someone who would rather talk to a human voice on the phone rather than send emails or upload complaint forms, you can call Byju’s customer support at their toll-free number +91 924 133 3666.
Make Use of Web Form — Access the complaint form on Byju’s official website to get in touch with their customer support team. Fill out the required details and mention the issue at length. Press the submit button, and wait for a representative to revert to you either via email or phone. Please remember to leave accurate contact details on the contact form.
Live Chat Option — Alternatively, you can also initiate a live chat session with their customer support through their website www.byjus.com.
There’s a solution for every problem, just as there is a key for every lock. So if you are facing any issues at Byju’s regarding their products or services, you can always reach out to their customer support for grievance redressal by any one or all of the channels mentioned above.
