Overview

It is good to air a grievance rather than to keep it bottled up. To realize the primary needs of the students and teachers and secure civil liberties for the institute stakeholders, a Grievance Redressal System needs to be constituted. A “Grievance/Complaint” can be defined as any communication that conveys dissatisfaction about an action or lack of action, about services/deficiency of services in an institute and the complainant asks for remedial action. With the increase of grievances in educational institutions, technical educational council in India has made it mandatory to establish grievance redressal portal in every affiliated institution.
Grievance Redress Mechanism is part and parcel of the machinery of any administration. No administration can claim to be accountable, responsive and user-friendly unless it has established an efficient and effective system for grievance redressal. In fact, the grievance redressal mechanism of an organization is the gauge to measure its efficiency and effectiveness as it provides important feedback on the working of the administration. With respect to educational institutions, an online portal for registering and disposing of grievance can do a lot to solve issues and grievances pertaining to admission, attendance, discipline matters, student conduct, fee related matter, evaluation process, observation of norms and standards, violation of rules, discrimination, harassment and other academic and non-academic issues.
The primary objective of the grievance tracking system is to develop a responsive and accountable attitude among all the institute constituents in order to maintain a harmonious educational atmosphere in the institute. Online grievance administration system can develop an organisational framework to resolve grievances of students and other stakeholders providing immediate access and hassle free recourse. Grievance redressal technology establishes structured interaction with the complainants to elicit information, identifies systemic flaws in the administration and institutes a monitoring mechanism to oversee the working of the institutional policies.
By establishing an online mechanism for registering and disposing of grievances, institutions can uphold its dignity by promoting cordial student-educator relationship and the system can be effectively used to sort out the grievances promptly and judiciously.

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