Students Grievance Monitoring & Redressal Policy

Title

Students Grievance Monitoring & Redressal Policy

Process Ownership

HR Manager

Created

01.01.2021

Category

Student support

Approval Body

Chairman

Review Date

31.12.2021

IIMT Studies Ltd
Company Number: U80900GJ2017PTC097640 (Burly Institute of Global Education & Research Private Limited - IIMT STUDIES.)
Registered Office Address: 9-10 Floors, Annexie Wing, Pariseema Complex, C G Road, Ahmedabad- 38009 ( India)



(A) Introduction:
 
This policy aims to bring about the rapid resolution of grievances, in a transparent manner , within the prescribed timeframe. The objective of the students Grievance Redressal  Policy is to develop a responsive and accountable attitude among all the stakeholders in order to maintain a harmonious educational atmosphere in the IIMT Studies. This policy will cover & the mechanism under this policy will have the following functions:
To establish a direct and open feedback mechanism with our Customers to enhance their satisfaction & use this feedback to improve processes & policies.
Redressal of Student’s Grievances thru effective coordination between students’ and other departments of IIMT Studies.
To support the students who have been deprived of the services for which he/she is entitled to.
To ensure effective & time bound solution to the student’s grievances with an impartial, fair & result oriented approach .
To make teaching and supporting staff responsive, accountable courteous in dealing with the students.
Note: This procedure aims to bring about the rapid resolution of grievance. It applies to all students of the institution. Nothing in this procedure impinges on the legal rights or obligations of staff & students.
 
(B) Definitions :
 
1. Student : Student means any professional or candidate
a. Who is currently pursuing any educational program or certification program conducted by IIMT Studies or its affiliated institutes
b. Who has completed his educational or certification program not before 06 months, from the date of raising issue / grievance / query, regarding the course he or she has completed.
Any other candidate not fulfilling above two conditions will not be considered as student of IIMT Studies.
2. Institute or Service Provider: Means IIMT Studies or it’s associate institutes / organizations or affiliated institutes or the service manager engaged by the institute or it’s affiliated institute , for the same course for which student has raised a query / grievance / issue / complaint.
3. Grievance: The grievance includes query / complaint / issue raised by the student regarding his / her ongoing course or education with the institute. I has to be related to the services to be provided by the institute, assistance required to facilitate education & studies, violation of any service condition by the institute or it’s employee and does not include any issue or matter raised not in connection to the studies or course.
4. Service : Means an obligation of the institute ( as defined in B-2 above) towards it’s student/s, to offer assistance / facilities / resources , as per the terms of enrolment letter , to enable the student to complete his course / certification program & includes :
a. Services like enrolment letters, fees receipts, Identity Card etc.
b. Issue of course curriculum details, course &/ or reading material.
c. Learning thru course material, video lectures.
d. Conduct assessment & evaluation process.
e. Declaration of results & issue of mark sheet & certificate.
f. Assistance in attestation process as per the Standard Operating Process for Attestation.
 
g. Guidance thru appropriate authorities of the institute to enable student to complete various process related to his education course.
5. Process Executive Machineries: means machineries & authorities & committees as prescribed in this policy to resolve issues / grievances/ queries? Complaints. This machineries jurisdiction will remain as per the process explained there in.
6. Classification of Grievance s: means the classification explained based on the nature & gravity of the Grievance of the student and the same will be addressed as per the classification and escalation matrix explained in this process.
 
(C) Objectives of This Policy:
 
This policy aims at serving following objectives:
(1) To resolve issues, queries & grievances of students, without compromising of ethics, discipline & program quality & value.
(2) To correct & improve the current processes & service delivery systems based on the analysis of grievances – queries & feedback of the students.
(3) To upgrade service delivery to enhance CSATI- Customer Satisfaction Index.
(4) To invite feedback of students to make systems & processes more value added to offer our students better value for their money.
 
(D) CLASSIFICATION OF GRIEVANCES:
 
Classification: The process defines Complaint- Grievance – Query in to the following major Categories:


1. The classification of grievances will be followed by all for redressal .
2. The student may also register his grievance / query / complaint , online on portal , using his official ID & password .
3. Any grievance not resolved with in time frame moves to the next level .
4. The grievance has to be addressed to Customer Relations Cell , on mail and the student should ensure following basic information in that communication :
a. His or her enrolment number .
b. The specific details of grievance .
c. The expected results or the impact of the grievance , if possible but not mandatory.
 
(E) PROCESS EXECUTIVE-COMPLIANCE MECHANISM:

The process is divided into 5 parts


(F) ESCALATION MATRIX
IIMT believes in Flat Effective Non Bureaucratic Structure to deliver prompt solutions to it’s customers, hence has created a very flat 3 layered matrix

 

Layer – I

Layer - II

Layer - III

Comprise Of members

CSR Executive – Process Owner – Sales Manager.

CSR Manager

AGM- Sales & Marketing. HR Manager

Global Business Head Founding Director Director

Jurisdiction

Solution of Level- I issues Classification of Issues.

Recommendations for process improvements

Escalated Level- I issues.

Analysis of Grievance to determine gravity & impact

Level- II & Level- II issues monitoring & solution.

All issues escalated.

Study recommendations for process improvement.

Disciplinary actions for noncompliance & frequent failure of any layer to solve.

Appointment of members of Committees under this policy

Time Frame

24 working hours- 3 working days.

16 working hour for Level- I issues escalated. 32 working hours for Level- II

& Level III issues.

24 working hours for escalated issues. 32 working hours to appoint members &

process changes.

 
(G) LEVEL WISE CLASSIFICATION OF GRIEVANCES​
 
(H) General Conditions & Guidelines :
1. The policy becomes applicable only after the student complies with the norms & policy guidelines for the education course or certification program , the student has taken up – including enrolment process, documentation , timely payment of fees , following examination schedule & process etc.
2. Any information declared by or shared by the student has to be in order, complete & true failing which no grievance will be entertained by the institute.
3. This policy does not take care of Refund Claim. This is aimed only at resolving Grievance of students.
 
4. Neither the student nor the institute take a short cut of any provision of this policy. All levels, stages and matrix as explained in this process has to be followed.
5. During the process , both the service provider and the student must maintain discipline & must not resort to misbehaviour or indiscipline . In case of extreme case of misbehaviour or indiscipline, the institute can take disciplinary actions which may lead to :
(a) Extension of the semester or term.
(b) Disqualification for examination for that semester . (c ) Dismissal of student from the role of the institute .
6. The student’s grievance will be entertained only if the grievance is with in the purview of assured services during enrolment process .
7. No other court except, India, the Courts in Ahmedabad will have it’s jurisdiction for any dispute related to this policy.
8. In case of any ambiguity, the decision & interpretation of The Founding Director of this institute will be considered final & binding to all parties.
 
Appeal Process:
Appeal process enables learners to apply to reconsider their request in front of appeal. The appeal stage is after the complaint decision is made and communicated to learner. Any learner dissatisfied with decision may appeal to the appeal panel.
 
Know about Appeal Stage:
Learners can apply for appeal for a maximum two times
In both times, appeal panel will be different and will consider one Strategic Board Member (SBM).
In both appeal panels, the SBM will be different and will not be repeated.
Appeal stage might require an additional round of communication with learner, preferably, a video call or a meeting.
The data of investigation and appeal is recorded.
If the outcome of an enquiry or appeal questions the reliability or validity of other outcomes, IIMT Studies will ensure to take appropriate actions to protect the interest of learners and the integrity of qualifications/course.
Appel can be considered if it is given in written and has sufficient supporting documents.
Once the appeal is made (Stage one or two), the previous decision taken is exhausted
Learners pursuing regulated qualifications can apply for appeal process defined by the awarding body if still not satisfied by the appeal decision of IIMT Studies

 

 

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