Should a student feel the need to file a complaint or have his/her grievance addressed, the following online procedures will apply.
- When a student has a grievance, he/she should initially try to resolve it directly with the staff and subsequently with the Head of the concerned Department.
- If the student is still not satisfied with the outcome, a formal appeal may be made by the student to the Student Experience Officer in the Student Experience Office (SEO).
- The Student Experience Officer will verify whether the issue has been addressed to the department/staff concerned and whether the due process has been followed. If it has not been followed, the student will be asked to try and resolve the matter directly with the staff and subsequently with the Head of the concerned Department as the case may be.
- If the due process has been followed, the complaint along with all related details is to be registered on the SIS and forwarded to the Head of the concerned Department.
- The Head of the Department will consult the concerned staff to collect any further details about the grievance and the action taken. Reasonable opportunity will be provided to all concerned parties, to present their case. The Head of the Department will then take an appropriate decision and give his/her feedback online, which will then be forwarded to the student by email.
- If the student still wishes to appeal against the decision taken by the HoD, he/she may appeal online, and the case will be escalated to the concerned Associate Dean.
- Based on the nature of the issue, the Associate Dean will look into the appeal received from the student, and then take an appropriate decision, giving the feedback online, which is then forwarded to the student by email.
- If the student still wishes to appeal against the decision by the Associate Dean, he/she may appeal online, and the complaint will then be escalated to the Deputy Dean and Registrar, who will take an appropriate decision and give his feedback online, which will then be forwarded to the student by email.
- If the student is still dissatisfied and wishes to appeal against the decision taken, he/she may appeal online and then the complaint will be escalated to the Dean.
- The Dean shall give due consideration to the appeal and recommendations of the Associate Dean/ Deputy Dean and Registrar and resolve the matter appropriately. The decision of the Dean shall be final and the same shall be recorded.
- The Dean’s decision will be notified to the student and the grievance will then stand closed.
