Complaints Policy and Procedure
Purpose
Mahj Life is committed to providing high-quality educational programs, coaching, and professional development experiences. We value feedback and take complaints seriously as an opportunity to improve our services, programs, and learner experience.
This policy outlines the process for submitting and resolving complaints related to Mahj Life products, services, courses, coaching, events, and educational programs.
Scope
This policy applies to complaints related to:
- Online courses and educational programs
- Merit Program for Instructors (MPI)
- Coaching services
- Membership services
- Events, workshops, and live trainings
- Customer service interactions
This policy does not apply to general suggestions, feature requests, or technical issues that can be resolved through standard support channels.
How to Submit a Complaint
Complaints must be submitted in writing through the Mahj Life feedback form:
Mahj Life Customer Feedback Form
Please include:
- Your full name
- Email address
- Description of the complaint
- Relevant dates or details
- Desired resolution, if applicable
Anonymous complaints may be reviewed but may limit our ability to investigate or respond fully.
Complaint Review Process
Once a complaint is received:
Step 1: Acknowledgment
Mahj Life will acknowledge receipt of the complaint within 3-5 business days.
Step 2: Review
The complaint will be reviewed carefully and fairly. Additional information may be requested if needed.
Step 3: Resolution
Mahj Life aims to provide a response or resolution within 14 business days, depending on the matter’s complexity.
If additional investigation is required, updates will be provided.
Resolution Options
Resolutions may include, but are not limited to:
- Clarification or explanation
- Corrective action
- Program adjustment
- Refund consideration (where applicable and consistent with stated policies)
- Process improvement recommendations
All resolutions are handled at Mahj Life’s discretion based on the facts and circumstances.
Escalation
If the complainant is dissatisfied with the outcome, they may request a secondary review by submitting a direct written request by email within 5 business days of receiving the resolution.
A final decision will be issued after review.
Commitment
Mahj Life is committed to handling complaints with professionalism, fairness, confidentiality, and respect.
We believe open communication and thoughtful resolution support continuous improvement and help us better serve our community.
