Grievance Handling Policies

• It contains important information on Grievance Handling Policies (Internal) and Grievance Policy (External)

Grievance Handling Policy (Internal)

• The internal system aids students in documenting complaints and resolving issues related to academics, resources, and personal grievances without fear.
• Educational counselors handle complaints that range from informal comments to formal written issues.
• Guidelines cover how to respond to student complaints.
• Guidelines suggest knowing the basics, being prepared, listening and believing, and streamlining the reporting process.
• Student services play a crucial role in a student's academic experience.
• Complaints are defined as expressions of dissatisfaction about institutional actions or service standards.
• Responses to student unhappiness should be empathetic, timely, and transparent.
• Information should be available about the course of action for different complaint types.
• Improving internal efficiencies involves recognizing areas for enhancement.
• Working in the public sector provides policies as roadmaps for challenging situations.
• Educational institutions should emphasize their commitment to student needs and develop effective complaint-handling processes.
• Complaint policies should be reviewed monthly to allow for improvements that benefit the student body.
• Students should have access to free and independent support confidentially.
• Front-facing staff need policy updates, and complaint and appeal procedures should be advertised to students.
• Information can be in handbooks, forums, websites, virtual learning environments, and other locations.
• Policies should be shared through infographics and broadcast across communication channels.
• Empowering students positively impacts reputation.
• Recognize individual circumstances when students have an issue.
• Policy regurgitation isn't always the solution; prioritize the three key parts of the listening process.

Dealing with a complaint

• Listening and providing a platform for the student to speak comfortably is important
• Allow the student to say as much or as little as they feel comfortable
• Reassure the student that all discussions are confidential
• Believe the students complaint
• Many people hesitate to disclose information due to fear of disbelief
• Assure students that their concerns will be taken seriously to remove psychological barriers.
• Direct them to support or safe spaces to talk.
• Take Careful notes and listen.
• Inquire if the student has addressed the issue directly with the person involved.
• Explain why their behavior is harmful and work to correct it.
• Never humiliate a student or colleagues regarding the complaint or conversation.
• During conversations, do not let down involved parties.
• Escalate messages to the appropriate sales head and let incidents be audited and handled by senior members.

Streamlining a reporting process

• Students may avoid making complaints due to concerns about their issues being heard or the institution's response.
• Institutions should respond to complaints to drive efficiency and adapt to students' evolving needs.
• Complaints will be checked thoroughly, step by step.
• Genuine complaints warrant proper care and access to facilities.
• Appropriate EC should take responsibility.
• Unnecessary complaints require a balanced and smart handling approach.

Grievance Policy (External)

• When a student or candidate complains, the connected Educational Counselor or Invesmate representative must escalate the problem.
• Hiding the matter is not acceptable.
• Guide the candidate or student to email [email protected].
• A team will investigate the matter; details are in the Internal Part.
• Necessary solutions will be provided to the complainant after investigation.
• The complainant must fill out the "FEEDBACK FORM AFTER GRIEVANCE REDRESSAL."
• Provide the Google Form link; https://forms.gle/sz46wQ4HnEAbwoBx5
• This helps to know how happy and satisfied the student is.
• Suggestions are welcomed after the grievance is rectified.