Grievance Redressal
Policy
The Grievance Redressal Support Team serves as the cornerstone of ensuring a fair and transparent resolution process for student concerns in online education. Comprising dedicated individuals adept at communication and problem-solving, the team provides a welcoming avenue for students to voice their grievances. Upholding principles of empathy and accountability, the team fosters trust and confidence among students, promoting a positive learning environment where every voice is heard and valued.
The objective of the policy for Grievance Redressal is to ensure that
- All students are treated fairly and in an unbiased manner.
- All issues raised by students are dealt with courtesy and resolved on time
- The counsellors shall work in good faith and without prejudice towards the interest of the students. Through this policy, the redressal cell shall ensure that a suitable mechanism exists for receiving and addressing grievances from its students and their constituents with specific emphasis on resolving such cases fairly and expeditiously regardless of the source of the case.
Process of handling general grievances
Students will be informed about the channels available for referring/seeking redressal of grievances. These are:
- Counsellors
- Phone call to program coordinator
- Email
Any grievance received – either verbally, by email or in writing, if not resolved and responded within 48 hours, shall be taken to the grievance redressal cell by web based record system.
Escalation of grievances
- 1st Level: counsellors / faculty / COE office
- 2nd Level: Grievance Redressal Cell (GRC)
- 3rd Level: Principal Nodal Officer (PNO)/ Director
Review & Oversight of monitoring grievances
The cell will monitor the student grievances on a regular basis. This cell, as part of its monitoring, shall perform the following activities:
- Analyze/conduct a root-cause analysis of the complaints logged on a quarterly basis. The analysis shall be carried out on the basis of the nature and type of complaint with a view to identify areas of complaints.
- The analysis shall also include review of closure of case (adequacy of closure as well as timeliness). Key aspects of the analysis shall be highlighted to the senior management.
- Proactive monitoring shall be carried out at a monthly frequency on sample basis for frequent areas of complaints to raise issues to the concerned units including for cases not resolved or inadequately resolved or incorrectly logged.
The redressal cell will strive to provide encouragement, empowerment to students through quick resolution of complaints and problems
