Students Grievance Monitoring & Redressal Policy

Title Students Grievance Monitoring & Redressal Policy	Process Ownership President HR & Strategic Affairs	Created 01 Aug, 2019
Category Learning Delivery Function	Approval Body Chairman, NATIONAL INSTITUTE OF ADVANCED TECHNICAL & MANAGEMENT STUDIES	Review Date 01 Jul, 2021
Category Learning Delivery Function	Approval Body Chairman, NATIONAL INSTITUTE OF ADVANCED TECHNICAL & MANAGEMENT STUDIES	Version 2 30 Aug 2021 To 01 Jul, 2022
Category Learning Delivery Function	Approval Body Chairman, NATIONAL INSTITUTE OF ADVANCED TECHNICAL & MANAGEMENT STUDIES	Version 3 30 Aug 2022 To 01 Jul, 2023
Category Learning Delivery Function	Approval Body Chairman, NATIONAL INSTITUTE OF ADVANCED TECHNICAL & MANAGEMENT STUDIES	Version 4 April 2024 To April 2026
Institution NATIONAL INSTITUTE OF ADVANCED TECHNICAL & MANAGEMENT STUDIES	Website niatm-edu.com	Email info@niatm-edu.com

Disclaimer

For assessment-related complaints, candidates must be informed that they may have the right to escalate their complaint to the relevant awarding body where applicable. However, disagreement about academic judgement will not normally be handled through the complaints procedure and must instead be processed through the appeals procedure.

The awarding body may only consider a complaint if the candidate has already exhausted all stages of NIATM’s internal complaints procedure and remains dissatisfied with the outcome or the manner in which the complaint was handled, or if NIATM has unreasonably failed to apply the procedure correctly.

Complaints that may be considered can include assessment in the broadest sense, including the conduct of, preparation for, and environment for assessment, as well as dissatisfaction with the way in which the institute handled the complaint.

Complaints regarding academic judgement, appealable academic decisions, or the wider experience of being a candidate such as support services or funding may not be handled under this grievance policy and may need to be addressed through the relevant appeal or institutional procedure.

A) Introduction

This policy aims to bring about the rapid resolution of grievances, in a transparent manner, within the prescribed timeframe. The objective of the Students Grievance Redressal Policy is to develop a responsive and accountable attitude among all stakeholders in order to maintain a harmonious educational atmosphere at NATIONAL INSTITUTE OF ADVANCED TECHNICAL & MANAGEMENT STUDIES (NIATM).

This policy and the mechanism under it will have the following functions:

1. To establish a direct and open feedback mechanism with our students and stakeholders to enhance their satisfaction and use this feedback to improve processes and policies.
2. Redressal of students’ grievances through effective coordination between students and other departments of NIATM.
3. To support students who have been deprived of the services for which he or she is entitled.
4. To ensure an effective and time-bound solution to students’ grievances with an impartial, fair, and result-oriented approach.
5. To make teaching and supporting staff responsive, accountable, and courteous in dealing with students.

Note: This procedure aims to bring about the rapid resolution of grievances. It applies to all students of the institute. Nothing in this procedure affects the legal rights or obligations of staff and students.

B) Definitions

1. Student

Student means any professional or candidate:

• Who is currently pursuing any educational program or certification program conducted by NIATM or its affiliated institutes.
• Who has completed his or her educational or certification program not before 06 months from the date of raising the issue, grievance, query, or complaint regarding the course completed.

Any candidate not fulfilling the above conditions will not be considered a student of NIATM for the purpose of this policy.

2. Institute or Service Provider

Refers to NATIONAL INSTITUTE OF ADVANCED TECHNICAL & MANAGEMENT STUDIES (NIATM), its associate institutes, affiliated institutes, organizations, or any service manager engaged by the institute or its affiliated institute for the same course for which the student has raised a query, grievance, issue, or complaint.

3. Grievance

A grievance includes any query, complaint, or issue raised by a student regarding his or her ongoing course or education with the institute. It has to be related to services to be provided by the institute, assistance required to facilitate education, studies, violation of any service condition by the institute or its employees, and does not include any issue or matter raised unrelated to studies or courses.

4. Service

Refers to an obligation of the institute towards its students to offer assistance, facilities, and resources as per the terms of enrolment, to enable the student to complete the course or certification program. This includes:

• Services like enrollment letters, fee receipts, identity cards, and related documents.
• Issue of course curriculum details, course materials, and reading materials.
• Learning through course material, lectures, and academic resources.
• Conduct of assessment and evaluation process.
• Declaration of results and issue of mark sheets and certificates.
• Assistance in attestation or documentation processes as per institute procedures.
• Guidance through appropriate authorities of the institute to enable students to complete various processes related to their education.

5. Process Executive Machineries

Refers to the authorities, committees, and process mechanisms prescribed in this policy to resolve issues, grievances, queries, and complaints. Their jurisdiction will remain as per the process explained in this policy.

6. Classification of Grievances

Refers to the classification explained based on the nature and gravity of the grievance of the student. The same will be addressed as per the classification and escalation matrix explained in this process.

C) Objectives of This Policy

This policy aims at serving the following objectives:

1. To address students’ issues, queries, and grievances while upholding ethics, discipline, and program quality and value.
2. To correct and improve current processes and service delivery systems based on the analysis of students’ grievances, queries, and feedback.
3. To upgrade service delivery and enhance customer/student satisfaction.
4. To invite student feedback to make systems and processes provide better value and service for their investment.

D) Classification of Grievances

Level - I

This category of complaints, queries, and grievances includes basic issues of process compliance and service delivery. These need to be addressed within 24 working hours to 3 working days.

Level - II

This category of complaints, queries, and grievances includes high-impact issues and may lead to major student dissatisfaction. These need to be resolved within 40 working hours to 5 working days.

Level - III

This category of complaints, queries, and grievances includes issues of a very serious nature and may require improvement of process, change of process owner, or approval of higher authorities for resolution. These need to be addressed within 72 working hours, that is 9 working days.

Classification Rules

1. The classification of grievances will be followed by all for redressal.
2. The student may also register his or her grievance, query, or complaint online on the portal using the official ID and password.
3. Any grievance not resolved within the prescribed timeframe moves to the next level.
4. The grievance should be addressed to the Customer Relations Cell by email, and the student should ensure the following basic information in the communication:
   • Enrolment number
   • Specific details of the grievance
   • Expected result or impact of the grievance, if possible, though not mandatory

E) Process Executive - Compliance Mechanism

The process is divided into 5 parts:

Part - I

CSR Cell

• Receipt and acknowledgement
• Segregation and classification
• Assigning responsibility to solve

Part - II

Review Committee

• First response to student with timeframe
• Analysis of grievance, query, or view
• Data collection to find the impact of the issue raised
• Submission of data and analysis to the committee
• Final approval on actions and compliance by process owner

Part - III

Process Owners

• Evaluate the grievance, query, or view
• Submit first-hand view to the review committee
• Solve and submit actions taken to the review committee

Part - IV

Audit Team

• Investigation of grievance
• Find causes, consequences, and impact
• Categorise grievance based on gravity
• Recommend final course of action for long-term solution of the grievance

Part - V

Closure & Approval

• Collection of all data from Parts I to IV
• Final check on actions taken by process owner
• Study recommendations of audit team
• Approve final course of action
• Ask CSR to share the solution with the student and obtain feedback

F) Escalation Matrix

NIATM believes in a flat, effective, and non-bureaucratic structure to deliver prompt solutions to students. Accordingly, a 3-layer matrix is followed.

	Level – I	Level – II	Level – III
Comprise of Members	CSR Executive, Process Owner, Sales Manager	CSR Manager, AGM - Sales & Marketing, HR Manager	Global Business Head, Founding Director, Director
Jurisdiction	Solution of Level-I issues, classification of issues, recommendations for process improvements	Escalated Level-I issues, analysis of grievance to determine gravity and impact, Level-II and Level-III issue monitoring and solution	All escalated issues, study recommendations for process improvement, disciplinary actions for non-compliance and frequent failure of any layer to solve, appointment of members of committees under this policy
Time Frame	24 working hours to 3 working days	16 working hours for Level-I issues escalated; 32 working hours for Level-II and Level-III issues	24 working hours for escalated issues; 32 working hours to appoint members and process changes; all details documented

G) Level Wise Classification of Grievances

Level - I

Following grievances fall under this level:

1. Issues related to enrolment form, fee receipt, enrolment letter, ID card, and books.
2. Login ID and password, change in name, address, and contact details.

Level - II

Following grievances fall under this level:

1. Issues related to lectures, quality of books, or wrong commitment by the NIATM team.
2. Level-I issues escalated.
3. Examination and results.

Level - III

Following grievances fall under this level:

1. All Level-I and Level-II issues escalated.
2. Malpractices by the NIATM team.
3. Misbehaviour by team members or faculty.

H) General Conditions & Guidelines

1. This policy becomes applicable only after the student complies with the norms and policy guidelines for the education course or certification program undertaken, including enrolment process, documentation, timely payment of fees, following examination schedules, and other applicable procedures.
2. Any information declared or shared by the student has to be complete, accurate, and true. Failing this, no grievance will be entertained by the institute.
3. This policy does not cover refund claims. Its sole purpose is to resolve student grievances.
4. Neither the student nor the institute can bypass any provision of this policy. All levels, stages, and matrix explained in this process must be followed.
5. During the process, both the service provider and the student must maintain discipline and must not resort to misbehaviour or indiscipline. In case of extreme misbehaviour or indiscipline, the institute may take disciplinary action, which may lead to:
   • Extension of the semester or term
   • Disqualification for examination for that semester
   • Dismissal of the student from the institute
6. The student’s grievance will be entertained only if the grievance is within the scope of assured services during the enrolment process.
7. No court except the competent jurisdiction applicable under the institute’s governing legal framework shall have jurisdiction for disputes related to this policy.
8. In case of any ambiguity, the decision and interpretation of the Founding Director or the competent authority of NIATM shall be considered final and binding on all parties.
9. All details are documented in a secure data environment.

Appeal Process

The appeal process enables learners to apply for reconsideration of their request before an appeal panel. This stage occurs after the complaint decision has been made and communicated to the learner. Any learner dissatisfied with the decision may appeal to the appeal panel.

Know about Appeal Stage

• Learners can apply for an appeal a maximum of two times.
• Each appeal panel will consist of a different Strategic Board Member on both occasions.
• Each appeal panel will include different members and will not be repeated.
• Appeal stage might require an additional round of communication with the learner, preferably through a video call or meeting.
• The data of investigation and appeal is recorded.
• If the outcome of an enquiry or appeal questions the reliability or validity of other outcomes, NIATM will take appropriate action to protect the interest of learners and the integrity of qualifications or courses.
• An appeal can be considered only if it is submitted in writing with sufficient supporting documents.
• Once the appeal is submitted at any stage, the previous decision taken is considered exhausted.
• Learners pursuing regulated qualifications may apply for the appeal process defined by the relevant awarding body if still dissatisfied by the appeal decision of NIATM.

Write to the Awarding Body

Candidates undertaking non-regulated qualifications may not have any further right of appeal against internal assessment decisions beyond the institute’s internal process. The final decision will rest with NIATM, subject to the applicable qualification rules and awarding body conditions, if any.

Contact for Grievance Support

Students may contact the institute for grievance-related matters through the official support system or by email:

NATIONAL INSTITUTE OF ADVANCED TECHNICAL & MANAGEMENT STUDIES (NIATM)
Email: info@niatm-edu.com
Website: niatm-edu.com