Students’ Grievance Redressal Committee

Students’ Grievance Redressal Committee (SGRC)

1. Introduction:

A Students’ Grievance Redressal Committee (SGRC) is a sub-committee formed under the Grievance and Redressal Committee of a college. The purpose of such a committee is to address and resolve grievances or complaints raised by students related to academic, administrative, or other concerns within the institution.

2. Composition of Students’ Grievance and Redressal Committee.

3. Objectives:

The Objectives of “Students’ Grievance Redressal Committee (SGRC)” are to address and resolve grievances, complaints, and concerns raised by students, within the institutions, this includes-
i. To ensure a fair and transparent process for addressing grievances;
ii. To foster a positive and harmonious environment by addressing issues promptly and effectively;
iii. To create a conducive environment for learning and growth by addressing issues that may hinder students’ academic progress or affect their physical and mental well being;
iv. To build mutual confidence and trust among students, staff and other stakeholders;
v. To ensures that the institution remains compliant with these regulations by promptly addressing grievances and taking appropriate action when required;

4. The established mechanism of “Students’ Grievance Redressal Committee (SGRC)”

KEY COMPONENTS:
i. Establishment and Composition: The Bengtol college has established a “Students’ Grievance Redressal Committee (SGRC)” as a dedicated body to address the students’ grievances on 24th April, 2023. The Committee is composed of chair person who oversees its functioning; it also consists of Four Faculty members with one Lady Faculty among them. A students’ representative member is also appointed in the committee.
ii. Grievance Submission and Documentation: The Cell provides a clear and accessible mechanism for individuals to submit their grievances. An online complaint google form, email address, Physical complaint/suggestions box, contact numbers, or in-person meetings to ensures that all grievances are documented systematically, including details such as the nature of the grievance, the individuals involved, relevant dates and any supporting evidence.
iii. Grievance Handling Procedures: The cell establishes standardized procedures for handling grievances. This includes guidelines on how grievances will be received, reviewed, investigated, and resolved. The procedures are prioritize fairness, confidentiality and impartiality. The following steps are as initial assessment, fact-finding, gathering evidence, conducting interviews and reaching a resolution.
iv. Timeline and Response Mechanisms: The cell sets clear timelines for each stage of the grievance handling process. For the address of grievances at-least 15 days are required to communicate the resolution to the aggrieved student. It establishes response mechanisms to acknowledge receipt of grievances and keep complainants informed about the progress of their cases. Regular updates and communication shall maintain to maintain trust and transparency throughout the process.
v. Investigation and Resolution: The conducts impartial investigations into the grievances received. It may seek additional information, interview relevant parties, and gather evidence to fully understand the situation. Based on the fact findings, the cell shall works towards a fair and appropriate resolution. This may involve mediation, negotiation, recommending policy changes, or implementing disciplinary actions when necessary.
vi. Appeals Mechanism: An appeals mechanism for individuals who are dissatisfied with initial resolution can be further proceed to the higher authority. This allows complainants to seek a review of the decision or present additional evidence that may affect the outcome. The appeals should be submitted to the higher authority namely the Ombudsperson/Principal for reviewing appeals within 10 days of the initial resolution.
vii. Record-Keeping and Reporting: The cell maintains accurate and confidential records of all grievances received, investigations conducted, and resolutions reached. These records are maintains essentially for tracking trends, identifying systemic issues and monitoring the effectiveness. Regular reporting to relevant authorities or committees within the institution ensures accountability and enables data-driven decision-making.
viii. Awareness and Outreach: The cell engages in awareness and outreach activities to educate the institution’s community about the existence and functioning of the grievances cell. This includes disseminating information about the cell’s mandate, procedures and contact details through official communications, orientation programs, websites, and notice boards.

5. Procedure for Lodging Complaint

The students may feel free to put up a grievance through:
 (i) Online mode: Google form
 (ii) Offline mode: downloadable format
 (iii) E-mail
 (iv) Phone contact
 (v) In-person contact
 (vi) Format available in the Students Grievances and Redressal Cell and drop it in Complaint/Suggestion boxes.

6. Contact persons:

MINUTES OF THE MEETING
HELD ON 13-05-2013.

Minutes of the first meeting of the “Students’ Grievance Redressal Committee (SGRC)” in Bengtol College, Bengtol, Chirang, Assam.

1. A committee on “Students’ Grievance Redressal Committee (SGRC)” has been duly constituted by college authorities vide Memo No. BC/Misc/57/2005/939 dated 24th April, 2023. The first meeting of “Students’ Grievance Redressal Committee (SGRC)” to review the cases of students’ grievances was held on 13.05.2023 at 1500 hrs in conference room, Bengtol College, Bengtol.
2. Following members of “Students’ Grievance Redressal Committee (SGRC)” attended the meeting: (i) Sangrang Borgoary, Chairperson (ii) Dharmendra Baro, Member (iii) Dr. Ranjit Basumatary,Member (iv) Sahidul Islam Akand, Member, (V) Mrs. Ebria Khaklari, Member and(vi) General Secretary, member (Bengtol College Students’ Union) Students’ Representative.
3. At the outset, Chairperson welcomed all the members of the Committee. He informed that as per the latest guidelines issued by UGC Notification, all the Educational institution including college must constitute “Students’ Grievance Redressal Committee (SGRC)” and in this context, this committee has been set in place by College authorities under the Grievance and Redressal Cell, Bengtol College. He described the role of “Students’ Grievance Redressal Committee (SGRC)” and said everyone has a responsibility to contribute to the cause. Further, he mentioned that it was the first meeting of the reconstituted “Students’ Grievance Redressal Committee (SGRC)” in Bengtol College and welcomed suggestions from all members to make it effective.
4. The Committee noted that no grievance has been received from any student since its formation in the college. It was emphasised that in order to create awareness and continuous sensitization among the students, it is essential to place banners/posters/notices defining Grievances, Contact number and redressal mechanism at prominent places in the college campus.
5. The committee had discussions at length and the following suggestions were made:

(i) The latest UNIVERSITY GRANTS COMMISSION NOTIFICATION New Delhi, the 11th April, 2023 University Grants Commission (Redressal of Grievances of Students) Regulations, 2023, must be uploaded on College website.
(ii) the composition of the “Students’ Grievance Redressal Committee (SGRC)” along with their contact details must also be uploaded in the website
(iii) A complaint Drop box must be placed in the office premises.
(iv) The cell must engage in awareness and outreach activities to educate the institution’s community about the existence and functioning of the grievances cell. This includes disseminating information about the cell’s mandate, procedures and contact details through official communications, orientation programs, websites, and notice boards.
(v) Provision of both online and offline complaint form and appeal form must be made available for the grievant.

6. The Chairperson conveyed his thanks to the members for attending the meeting and the members agreed that the Committee will meet every quarter on a regular basis or earlier, if need arise. Next meeting of the Committee will be held in the month of August, 2023. Meeting ended with vote of thanks.