Grievance Redressal System

GRIEVANCE HANDLING PROCESS – SCHOOL LEVEL
  1. A separate grievance cell will be established under the leadership of Principal at the school.
  2. Principal will authorize a coordinator to receive grievances from any of the stakeholders of the school.
  3. The coordinator should receive the grievance only in sealed envelope and will provide a written acknowledgement to complainant upon receipt of the grievance after entering a reference number for each such complaint in the Grievance register.
  4. The grievance in the sealed cover will be handed over to the Principal at the earliest.
  5. Upon receipt of the grievance, the Principal will constitute a three member committee with himself / herself as Chair of the committee. 
  6. The Principal while appointing the other two members will exercise caution to ensure that there is no clash of interest as far as that specific grievance is concerned.
  7. The committee will gather the following initial information through relevant sources / from grievance petition.
    • People involved.
    • Place and time of occurrence.
    • Exact narrative of the incident.
    • Whether the complaint falls under grievance-redress purview.
    • Ascertain whether grievance arose because of economic reasons or working environment or supervision issues or work-group issues or work-organization issues.
  8. Grievance committee will take stock of the situation based on the above mentioned input.
  9. It will be followed by one-to-one meeting with each of the aggrieved party as well as those are accused of having created aggrieved situation.
  10. Upon the detailed analysis of the situation, Grievance Committee will again to identify possible solutions to redress the grievances.
  11. Accordingly, parties to the grievance will be addressed together to explain to them various options to redress the grievances.
  12. As far as possible, Grievance Committee will strive to achieve an amicable solution to the issue in hand.
  13. An undertaking to the arrival of amicable solution will be obtained from parties to the grievance.
  14. A detailed monthly report incorporating details of all grievances handled during the concerned month may be forwarded to Educational Advisor for record purpose.  A Nil return may be submitted in the case of no grievance.
  15. A detailed monthly report incorporating details of all grievances handled during the concerned month may be forwarded to Educational Advisor for record purpose.  A Nil return may be submitted in the case of no grievance.
  16. A detailed monthly report incorporating details of all grievances handled during the concerned month may be forwarded to Educational Advisor for record purpose.  A Nil return may be submitted in the case of no grievance.
  17. A detailed monthly report incorporating details of all grievances handled during the concerned month may be forwarded to Educational Advisor for record purpose.  A Nil return may be submitted in the case of no grievance.
GREIVANCE HANDLING PROCESS AT SMC LEVEL
  1. President will appoint a grievance committee at SMC level with one of its members as Chair of the committee.
  2. There are two kinds of grievances that SMC level committee may likely to receive:-
    • Grievances referred by School Administration
    • Grievances against the School Administration
  3. Following course of action may be initiated by SMC level committee when a specific grievance is referred to it by School Administration.
    • Analyze the case thoroughly.
    • Contact concerned school level grievance committee that investigated the concerned grievance in case of further queries.
    • Meeting the aggrieved party and the defendant separately / jointly to understand the case more elaborately. 
    • Explore all possibilities to bring about amicable solution to the issue.
    • Action taken on the referred grievance will be forwarded to the aggrieved party, School Administration with a copy to Educational Advisor within 30 days of the receipt of such reference of grievance from school administration.
  4. Following course of action may be initiated on grievances received against the School Administration.
    • Upon the receipt of any such grievance directly from the aggrieved party, a written receipt should be provided to the concerned party after allocating a reference number to the grievance.
    • Analyze the case thoroughly.
    • Summon the concerned parties for clarification and relevant documents for perusal.
    • Collect all relevant documentary evidences along with written statements from the concerned parties.
    • Carry out an in-depth study into the issue and explore all possible solutions to the issue.
    • Explain to concerned parties all possible solutions and as far as possible try to strike an amicable solutions to the issue.
    • If both the parties agree to the solutions, obtain their statement as having redressed the grievances. 
    • Action taken on the referred grievance will be forwarded to the aggrieved party, School Administration with a copy to Educational Advisor within 30 days of the receipt of such reference of grievance from school administration.
  5. All these activities are expected to be completed within 30 working days from the date of receipt of grievance.
  6. In case, the Grievance committee cannot achieve an amicable solution, or no solution, or considers this grievance beyond their capacity, they may give a writing report within 20 days from the receipt of such grievance to the appellate authority i.e., BoD level Grievance Committee, stating the reasons thereof.
  7. Similarly, another letter of communication will be sent by the SMC Grievance Committee to the aggrieved party that since amicable solutions to the concerned  grievance could not be achieved at the SMC level, the matter is further referred to BoD level Grievance Committee for further course of action.
  8. A detailed monthly report incorporating details of all grievances handled during the concerned month may be forwarded to Educational Advisor for BoD level record purpose marking a copy to concerned DIC.  A Nil return may be submitted in the case of no grievance.
Contact us at  [email protected]

G.R. System Structure. (Downloadable Powerpoint Presentation)