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Grievance Redressal Cell

Introduction

Onda thana Mahavidyalaya established a Grievance Redressal Cell following UGC regulations and mandates to create an environment where students, faculty, and staff feel encouraged and safe to openly and honestly express any academic, non-academic or personal grievances or problems they may have in this institute, without the fear of facing any negative consequences and to establish an efficient and prompt system for addressing and resolving these grievances, ensuring that they are dealt with swift and effective manner.

The cell aims to offer appropriate counselling and guidance throughout the grievance resolution process and foster harmonious relationships among its stakeholders, promoting a friendly and cooperative academic atmosphere.
What is a Grievance?
The University Grants Commission (UGC) has recently announced the publication of the "University Grants Commission (Redressal of Grievances of Students) Regulations, 2023" in the Gazette of India under the reference number F.1-13/2022 (CPP-II), dated 11th April 2023. The official notice can be accessed via the following link: https://www.ugc.gov.in/pdfnews/4675881_Regulation.pdf. Within this communication, the UGC has provided a clear definition of "grievance," which encompasses complaints lodged by students who feel aggrieved about specific matters.
  1. The following are instances that may arise during the admission process, which require attention and adherence to the regulations:
  2. Admission is granted contrary to the determined merit as per the institution's admission policy.
  3. Irregularities in the admission process under the declared institutional policy.
  4.  Refusal to be admitted by the institution's admission policy.
  5. Non-publication of a prospectus by the institution is not in line with regulatory provisions.
  6. Publication of false or misleading information in the prospectus by the institution.
  7. Withholding or refusal to return any document, including certificates, to induce fee payment for a non-pursued course.
  8. Demanding fees exceeding those specified in the admission policy.
  9. Violation of laws regarding reservation of admission seats by the institution.
  10. Non-payment or delayed disbursement of scholarships or financial aid as per the declared admission policy.
  11. Delays in conducting examinations or declaring results beyond the specified schedule.
  12. Failure to provide student amenities as outlined in the prospectus or required by the law.
  13. Non-transparent or unfair student evaluation practices adopted by the institution.
  14. Delay or denial of fee refunds to students withdrawing admission within the stipulated time.
  15. Complaints of discrimination against specific student categories.
  16. Denial of promised quality education upon admission.
  17. Harassment or victimization of students.
  18. Actions contrary to the institution's statutes, rules, or guidelines.
  19. Actions contrary to the regulations and guidelines issued by the Commission or the relevant regulatory body.
  20. These instances require careful attention and adherence to the regulatory framework to ensure fair and transparent admission processes and student treatment.
The Members of the Grievance Redressal Cell of Onda Thana Mahavidyalaya
  1. Dr. Bijay Knat Dubey (Chairperson), Principal, Onda Thana Mahavidyalaya
  2. Dr. Subrata Nandi, (Ombudsperson), Assistant Professor, Department of History 
  3. Dr. Sk. Jahir Abbas (Convener)
  4. Biswendu Mondal (Member)
  5. Dr. Somenath Kar (Member) 
  6. Special Invitee Student: Rina Sardar (Bengali)
Aims and Objectives of the Grievance Redressal Cell:

The establishment of the grievance redressal cell serves the primary purpose of facilitating a platform for students, faculty, and staff to address their grievances pertaining to academic, administrative, or personal matters within the institution. The cell is unwavering in its commitment to upholding fairness and transparency in the process of grievance resolution, thereby fostering an impartial and unbiased environment for addressing complaints. This dedication is intended to create a harmonious educational atmosphere within the institute by expeditiously attending to and resolving grievances, thereby promoting trust, respect, and satisfaction among the various stakeholders. Furthermore, the cell endeavours to safeguard the rights, interests, and well-being of all members of the educational community and strive to cultivate an environment conducive to teaching, learning, and research.

Functions of the Grievance Redressal Cell:
  1. Receiving Complaints: The cell serves as the initial point of contact for receiving complaints and grievances from students, faculty, staff, or any other stakeholders within the institution.
  2. Evaluating Complaints: The cell assesses the nature and validity of the received complaints, ensuring that they fall within the scope of the cell's jurisdiction.
  3. Investigating and Resolving Complaints: The cell conducts thorough investigations, collects relevant information, and utilizes fair procedures to resolve grievances promptly. This may involve mediation, negotiation, or other appropriate means to resolve.
  4. Providing Recommendations: Based on the investigation's findings, the cell may offer recommendations to the relevant authorities within the institution for corrective action, policy changes, or improvements to prevent similar grievances in the future.
  5. Maintaining Confidentiality: Protecting the identity of the complainant and other parties involved is a crucial function of the cell throughout the grievance redressal process unless disclosure is required by law or for a fair investigation.
  6. Documentation and Reporting: The cell keeps proper records of complaints, investigations, and resolutions. It may also prepare periodic reports highlighting the types of grievances received, their resolutions, and recommendations for systemic improvements.
Procedure for Redressal of Grievances by Ombudspersons and Student Grievance Redressal Cell
  1. The applicant must first submit an application offline to seek redressal of their grievance. Upon receiving an online complaint, the institution must refer the complaint to the Grievance Redressal Cell along with its comments within 15 days of receiving the complaint on the online portal.
  2. The Students’ Grievance Redressal Cell, as applicable, will schedule a hearing date for the complaint and communicate it to the institution and the aggrieved student. The aggrieved student has the option to either appear in person or authorize a representative to present the case.
  3. If the grievances are not resolved within the specified period by the Students’ Grievance Redressal Cell, they may be referred to the Ombudsperson by the university. Institutions must cooperate with the Ombudsperson or the Student Grievance Redressal Committee(s) to ensure early redressal of grievances.
  4. The Ombudsperson will provide reasonable opportunities for the concerned parties to be heard and, upon conclusion of the proceedings, will issue an order along with the reasons thereof to redress the grievance and provide appropriate relief to the aggrieved student. Both the institution and the aggrieved student will receive copies of the order under the Ombudsperson's signature.
  5. The institution must comply with the recommendations of the Ombudsperson. Additionally, the Ombudsperson may recommend appropriate action against the complainant if a complaint is found to be false or frivolous.
 
Important links
In conclusion, the grievance redressal cell of the college plays a vital role in ensuring that grievances and complaints are properly received, addressed, and resolved. It serves as a platform for individuals to express their concerns and seek appropriate actions, fostering a sense of accountability and fairness in various contexts. By providing a structured mechanism for redress, the cell contributes to enhancing transparency, trust, and effective problem-solving within the organization and the student community as a whole.