Grievance Redressal Mechanism

Grievance redressal mechanism is intended to facilitate people address their grievances online. This online grievance tracking system is an effective means to communicate with the authorities regarding their complaints in a time saving and cost-effective manner. Besides, online grievance administration ensures that the grievances are addressed promptly making use of grievance redressal technology which automatically tracks and pursues the status. All the students, parents, teachers and other non-teaching staff can use the online grievance redressal portal to find immediate solution to their problems.

Grievance Redressal System is a mechanism commonly used to receive and act on complaints or grievances reported by stakeholders of private or public institutions, enabling prompt actions on any issue raised by them and to avail services more effectively.

Unlike the traditional Grievance Redressal approach through letters and complaint forms, the new online based approach such as grievance portals have very great appeal and its usage highly reflects the actual state of customer satisfaction.

Grievance Redressal can be handled directly by institutes through their own websites. Also the smart web portal for grievance processing connects stakeholders and action-takers directly through online platform. Grievance Redressal System helps to pursue quick action for solving the grievance, while maintaining affordability and ease to the users. Online grievance redressal mechanism in higher education institutions facilitates the main constituents of the institute including students, parents, teachers and other non-teaching staff to lodge grievance and ensure satisfactory solutions in a hassle-free manner. Effective and timely redressal or settlement of the grievances makes Grievance Redressal System a mandatory mechanism for higher education institution, according to the Ministry of Human Resource Development (MHRD), Government of India.

Grievance Redressal System has now become part and parcel of the operations of any administration. No institution can claim to be responsive and user-friendly unless it has an effective grievance redress mechanism. In fact, grievance redressal technology is the gauge to determine efficiency and effectiveness of the institution as it provides feedback on the organization functioning. In order to ensure transparency in institutions imparting technical education, with the supreme objective of preventing unfair practices and to provide a mechanism to students, parents, teachers and other non-teaching staff for the redressal of their complaints, online grievance redressal mechanism is directed by the approval councils in India.

Types of Grievances

The term grievance usually sets forth the scope of the grievance procedure and outlines the type of complaints including any kind of dissatisfaction, allegation, or complaint that there has been a violation, misinterpretation, misapplication, criminal practices or harassments in public or private organisations. Grievances in education institutions fall into two categories, namely academic and non-academic. A list of grievances in both categories will be set in the EduGrievance system itself. Other grievances pertaining to the users including non-teaching faculty can be entered while the complainant post the grievances

Types of grievances include:

• Grievance related to Admission
• Grievance related to Victimization
• Grievance related to Attendance
• Grievance related to charging of fees
• Grievance regarding non-transparent or unfair evaluation process
• Non-observation of AICTE norms and standards
• Refusal to return documents such as certificates
• Harassment by fellow students or teachers
• Grievance related to provision of student amenities and quality education as promised or required to be provided
• Non-payment or Delay in payment of scholarships
• Complaints on discrimination by students from SC/ST/Minority Women/Disabled Categories
• Grievance related to timetable scheduling
• Violation of lab/library rules
• Institute hostel and mess related issues
• General administration and maintenance related issues

Our College has  Grievance Redressal Portal :  https://smsmrpg.edugrievance.com

Online Grievance Redressal Mechanism designed in accordance with AICTE directive aims at resolving the grievances of students, parents, staff and others with optimal transparency and accuracy.