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Grievances
GRIEVANCE REDRESSAL MECHANISM
- Scope of Grievance Redress System for Learner
- Guidelines and Standards for the Grievance Redress System
- Rights and responsibilities of learner
- Responsibilities of VITOL
- Complaint Handling Mechanism
Scope of Grievance Redress System for Learner
VITOL shall have a Grievance Redressal System and Procedure which shall be published on the portal and it shall updated as and when required. VITOL will also provide an online facility for submitting grievances and track their status. VITOL will periodically monitor, assess and review the effectiveness of its Grievance RedressalProcedures.
Guidelines and Standards for the Grievance Redress System
VITOL’s Grievance Redress System will have the following guidelines and standards, namely:
(i) The policy shall be unbiased and understandable
(ii) There shall be time line for each stage of the process
(iii) The policy shall be published on portal so that the learners may read and refer to
(iv) The policy shall be made available to learners with disability in appropriate format and the provision shall be made accordingly in the policy document
(v) The authority or authorities involved in the grievance redressal process shall treat and investigate the facts impartially
(vi) VITOL will address the grievances in a timely manner so as to lessen interruption in learning process of the learner;
(vii) VITOL will have a proper communication and escalation mechanism which shall be operated and maintained through the online software application;
(viii) VITOL shall maintain the confidentiality of the complainant as far as possible The officer(s) deputed for the learner support are able to provide guidance on submitting grievances in the portal;
(ix) There shall be a provision to withdraw a complaint without prejudice at any time during the procedure; and the learner shall be kept informed of the status in relation to his or her queries or grievance on priority.
Rights and responsibilities of learner
(x) The learner has right to complain regarding any aspect related to his or her learningpath including programme quality, learning resources, learner support and guidance, teaching, learning and assessment.
(xi) The learners may submit their complaint directly to VITOL. The complaint canbe submitted individually or collectively by a group of learners.
(xii)The learner shall submit a formal complaint in a manner prescribed by VITOL regarding expression of dissatisfaction with a service provided or the lack of a service or the quality of a service. Such expression shall be correlated with what the learners were entitled to receive.
Responsibilities of VITOL
(xiii) VITOL shall work with the principles of openness and collaboration.
(xiv) It shall continuously improve the services it offers. As and when a grievance is received, VITOL shall investigate it thoroughly and make the necessary improvement(s) in its services.
(xv)VITOL is responsible for privacy and confidentiality unless disclosure is necessary to proceed in the matter.
(xvi) The grievance shall be accompanied with the reasons for dissatisfaction and expected remedy. The learner shall also give the reference of Online Grievance Registration Number generated at the time of submitting the complaint
(xvii) The Head of School/Department/Centre concerned of VIT shall investigate the complaint(s) or refer the matter(s) to a more appropriate person, body or committee or departments, as appropriate.
(xviii)It shall be the responsibility of the Head of School/Department/Centre to monitor the progress and to timely resolve the matter.
(xix) The Head of School/Department/Centre concerned shall respond in writing (letters or email etc.) through offline or online mode giving reasons for a decision and action taken there to.
Complaint Handling Mechanism
The Online-Complaint Handling Mechanism facilitates learners to submit online complaints through the interactive web portal and track their resolution status VITOL shall take action as under:
(xx)VITOL shall follow guidelines related to the Complaint Handling Mechanism notified by UGC and the statutory bodies of VIT
(xxi) VITOL shall upload all information issued by the Commission/ statutory bodies regarding the Complaint Handling Mechanism on the website.
(xxii) VITOL shall inform learner’s online programmes about the Compliant Handling Mechanism.
(xxiii)VITOL shall provide a link with title ‘Complaint Handling Mechanism’ on the homepage of the website for creating awareness amongst the stakeholders.
(xxiv)VITOL shall comply with all instructions as issued by the Commission regarding timely andjudicious resolution of all complaints raised by the learners.