Why Grievance Redressal System (GRS)?
A grievance or complaint can be defined as any kind of communication that expresses discontent about an action or lack thereof, about the standard of services or absence of services. GRS is the online system by which users can communicate grievances to institutions and managements can immediately redress these complaints, efficiently. It is an absolute necessity at all institutions for grievance investigation and speedy redressal. This showcases an institution's commitment to its larger mission of achieving its vision and goals.
A grievance redressal system establishes a fair, independent and consistent system for redressal of various issues faced by the stakeholders in private or public institutions. It helps develop a responsive attitude among all the constituents, thereby maintaining a harmonious atmosphere at campuses. It also ensures that the grievances are resolved promptly and impartially with transparency and complete confidentiality. By establishing the grievance redress system, institutions can uphold their dignity and pride by promoting a cordial student-educator relationship always and the system can be effectively used to streamline the grievance procedures at institution with immediate effect.
According to the statement released by Minister for Human Resource Development in 2012, every higher education institution should have grievance redressal mechanism to address the complaints of students and faculty members. As per their statements, the UGC, the AICTE and the NCTE requires all central educational institutions, technical and management institutions under the AICTE, deemed to be universities and teacher education institutions under NCTE were to set up an effective grievance redressal systems before the commencement of the following academic year. Unfortunately, not many institutions have enforced these regulations as yet.
However, according to an AICTE directive in 2017, the HRD Ministry has stressed the need to have a mechanism for online registration as well as disposal of the grievances not only of the students but also the faculty members and the other stakeholders. The new regulations state that the institutions should also submit online monthly/quarterly status reports to the AICTE on the number of complaints received, disposed with and pending. Besides, it is clearly stated that the council would be taking into account the performance of the redressal systems at institutions, at the time of license renewal for institutions. With the establishment of an effective grievance redressal system, all complaints from students and others will be promptly addressed and provide timely relief to aggrieved students/teachers/parents or other staff members at higher institutions of learning.
