Support, Complaints, Appeals and Accessibility

Platform: Relatia – Relationship Capital Academy
Legal Operator: African Youth Technology Development Foundation (AFRYDEF)
Registered Address: 21 Oke Agbe Street, Garki 2, Abuja, FCT, Nigeria
Contact: afrydef@gmail.com
Effective Date: October 21, 2026
Status: OWNER APPROVED

1. Introduction and Purpose

At Relatia – Relationship Capital Academy, we believe that meaningful relationships are built on trust, respect, accountability and open communication.

We are committed to providing learners with a supportive, accessible and fair learning environment where concerns are heard, complaints are reviewed responsibly and legitimate issues are resolved transparently.

This policy explains how learners can request assistance, submit complaints, appeal assessment decisions, request certificate corrections and report accessibility barriers.

It applies to learners participating in Relatia's free and paid courses, schools and other Academy learning activities.

2. How to Contact Learner Support

Learners may contact Relatia for assistance with:

• Account registration, sign-in and access problems.
• Course or school enrolment.
• Payments, purchases and refund enquiries.
• Learning progress and saved assignments.
• Assessment results and grading concerns.
• Certificate issuance, verification and corrections.
• Accessibility barriers and reasonable learning adjustments.
• General Academy enquiries and feedback.

Support Email: afrydef@gmail.com

Learners should include their registered account email and, where applicable, the relevant course, assessment, certificate or transaction reference.

For security reasons, learners must not send passwords, card PINs, complete payment-card information or unnecessary sensitive personal records.

Privacy-related requests may also be submitted to the same email address and will be handled under Relatia's Privacy Policy.

3. Learner Support Standards

Relatia adopts the following service standards:

• Acknowledgement: Within two (2) business days of receiving a support request.
• Initial response or status update: Within five (5) business days.
• Complex complaints: An initial review outcome or progress update within ten (10) business days.
• Delays: Where additional investigation is necessary, learners will be informed of the reason and provided with an updated estimated timeframe.

Business days exclude weekends and Nigerian public holidays.

These are service targets rather than guarantees of immediate resolution.

Relatia does not promise continuous or 24-hour staffed support.

4. Complaints Handling Procedure

Learners who are dissatisfied with an Academy service or administrative decision may submit a formal complaint.

The complaint should explain the concern and include relevant supporting information.

Relatia will ordinarily follow these steps:

1. Acknowledgement: Confirm receipt of the complaint.
2. Registration: Record the complaint and its relevant category.
3. Initial review: Examine available information and identify any additional evidence required.
4. Investigation: Review relevant Academy records, transaction information or assessment documentation.
5. Decision: Communicate a reasoned outcome and any corrective action.
6. Escalation: Explain available options if the learner remains dissatisfied.
7. Closure: Record the outcome and retain relevant documentation according to applicable retention requirements.

Complaints will be handled with appropriate confidentiality and respect for the rights of everyone involved.

5. Assessment Appeals and Grading Reviews

Learners may challenge an assessment result where they believe an error, inconsistency or procedural unfairness has occurred.

Appeals will follow Relatia's approved Learning, Assessment and Certification Policy.

5.1 Approved Assessment Appeal Timelines

• Submission deadline: Fourteen (14) calendar days after communication of the disputed result.
• Acknowledgement target: Two (2) business days.
• Initial review target: Ten (10) business days after receipt of a sufficiently documented appeal.
• Escalation: Review by the Academy's designated senior administrator where appropriate.

5.2 Assessment Review Process

The review may consider:

• The original submission.
• The published assessment rubric.
• Applicable grading and passing rules.
• Previous attempts and feedback.
• Relevant technical or administrative errors.
• Supporting evidence provided by the learner.

Where reasonably possible, a person who did not make the original disputed decision will conduct the review.

Relatia will not represent that a separate independent appeals panel exists unless one has been formally established.

Any authorised grade adjustment must include a documented reason.

Original results, review decisions and relevant assessment history will remain auditable.

5.3 Pending Assignments

Assignments awaiting required manual review remain incomplete for certification purposes until a valid grading decision has been recorded.

Submitting an assignment does not automatically establish a passing result.

6. Certificate Corrections and Appeals

Learners may request assistance with:

• Incorrect certificate names.
• Certificate issuance errors.
• Missing certificates.
• Certificate verification problems.
• Disputed certificate eligibility decisions.

Requests should include the learner's registered account email, certificate reference and an explanation of the issue.

Certificate name corrections require authorised administrator approval.

Where a replacement certificate is issued, the previous certificate will be marked Superseded, and the relevant history will be retained.

Certificate revocations must be supported by a documented reason and an authorised administrative decision.

7. Accessibility and Inclusive Learning

Relatia is committed to making its learning experiences as accessible and inclusive as reasonably possible.

The Academy aims to provide learning pages that are readable, responsive and usable through commonly supported devices and navigation methods.

We recognise that learners may experience accessibility barriers involving visual presentation, navigation, reading, interaction or assessment formats.

Learners are encouraged to report such barriers so that reasonable solutions can be considered.

7.1 Reporting an Accessibility Barrier

Accessibility requests should be sent to afrydef@gmail.com.

Where possible, learners should provide:

• The course or page where the problem occurred.
• A description of the accessibility barrier.
• The device or browser being used, where relevant.
• The type of assistance or adjustment requested.

Learners are not required to disclose unnecessary medical information when describing an accessibility barrier.

7.2 Reasonable Learning Adjustments

Depending on the circumstances and available resources, Relatia may consider:

• Alternative explanations of learning instructions.
• Accessible versions of learning materials where reasonably available.
• Adjustments to assessment presentation or timing.
• Alternative submission arrangements.
• Administrative assistance with technical accessibility problems.

Any agreed adjustment must preserve the essential learning objectives and assessment integrity.

Approved arrangements will be documented appropriately.

Relatia does not claim formal accessibility certification or universal compliance with a particular accessibility standard unless independently assessed and verified.

8. Support Availability and Communication

Relatia provides learner support primarily through email.

Primary Support Channel: afrydef@gmail.com

Support requests may be submitted at any time. Responses are handled according to the approved business-day service targets.

A separate telephone support line, live chat service or fixed staffed support schedule is not guaranteed unless formally announced.

Where an alternative communication arrangement is reasonably necessary for accessibility, learners may request one through the primary support email.

Workshops, individual coaching, mentoring sessions and other personalised services are not automatically included in standard school enrolment unless expressly stated in the relevant programme description.

9. Escalation of Unresolved Complaints

Learners who are dissatisfied with an initial complaint outcome may request reconsideration.

The escalation request should identify the original complaint, explain the reason for dissatisfaction and provide any relevant additional information.

Where practicable, escalation will be handled by the Academy's designated senior administrator or another suitably authorised reviewer.

Relatia will communicate the outcome and explain any further available steps.

Requests involving payment disputes will also be handled in accordance with the Refund and Cancellation Policy.

Academic integrity matters will follow the Learner Code of Conduct and Academic Integrity Policy.

10. External Complaints and Legal Rights

This policy does not prevent learners from exercising rights available under Nigerian law.

Where applicable, learners may approach:

• The Federal Competition and Consumer Protection Commission (FCCPC) regarding relevant consumer protection matters.
• The Nigeria Data Protection Commission (NDPC) regarding personal data protection concerns.
• Relevant payment service providers regarding disputed transactions.
• Courts or other legally authorised dispute resolution bodies.

Nothing in this policy excludes or limits statutory rights or liabilities that cannot lawfully be excluded.

11. Confidentiality and Responsible Communication

Relatia will handle complaints and support requests with appropriate confidentiality.

Information will be shared only where reasonably necessary for investigation, resolution, legal compliance or authorised administration.

Learners are expected to communicate respectfully and provide accurate information when requesting support or submitting complaints.

Retaliation against learners who raise genuine concerns or exercise lawful rights is not permitted.

12. Policy Updates

Relatia may revise this policy to reflect operational improvements, learner needs, accessibility practices or applicable legal requirements.

Approved revisions will be published with an effective date.

Material changes will be communicated where appropriate.

13. Contact Information

Relatia – Relationship Capital Academy
Legal Operator: African Youth Technology Development Foundation (AFRYDEF)
Email: afrydef@gmail.com
Country: Nigeria
Effective Date: October 21, 2026

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Our Commitment

At Relatia, we believe that every learner deserves to be treated with dignity, fairness and respect.

Our commitment extends beyond delivering courses. We aim to listen to concerns, provide meaningful support, maintain transparent assessment procedures and make learning opportunities as accessible as reasonably possible.

Because people matter, every learner deserves to be heard, respected and supported.