Online Grievance Redressal Mechanism

Redressal System- How it Works

The grievance redressal system is a machinery to sort out the problems faced by students, parents, teachers and other non-teaching staff in any institution or organisation. It involves a process of investigation in which the grievance redressal portal members enquire and analyse the nature and pattern of the grievances in a strictly confidential manner. This portal ensures optimal transparency and only legitimate people will be involved in resolving the matter. The redressal procedural fairness has been stressed with a view "the right to be heard and right to be treated without bias”.
The grievance redressal mechanism includes procedures for recording, registering, and sorting grievances. It also includes conducting an initial assessment of grievances, referring grievances to appropriate person, determining the resolution process, making decisions, including parameters for accurate and consistent decision making, notifying complainants and other affected persons of eligibility, the resolution process and outcomes, tracking, monitoring, and evaluation.
The students/parents/teachers/staff are ought to register in the online redressal portal and lodge their grievances after getting verified by the admin. The duly filled complaint is required to be submitted and the concerned grievance cell member will enquire and analyse the grievance for resolution. Final report based on grievances received and resolved shall be submitted to the AICTE as directed.
The process of implementing a Grievance Redressal Technology involves the following
steps:

a. Add grievance cell members
b. Receive registered complaints.
c. Screen and refer the complaints.
d. Assess the complaint.
e. Formulate a response.
f. Select a resolution approach.
g. Implement the approach.
h. Track, document, and evaluate the process and results.