Complaint Policy for Fake RSCIT centers


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Complaint Policy for Fake RSCIT centers

  1. 1. Draft Policy against Unauthorized Center’s AdmissionBackground:It has been noticed that some unauthorized centers, which are not part of RKCL network in anyrespect, are booking admissions of RS-CIT. The learners willing to take admissions for RS-CITare booked by unauthorized centers and then uploaded through RKCL’s Authorized IT GyanKendra i.e. ITGK .The learners admitted at unauthorized centers also sometimes learn at these unauthorized centerswhere MKCL’s softwares like ERA, original licenses of MS-Office etc are not available to thelearner. The learners are hence being deprived of good quality education because of lack ofguidance from faculty of ITGK and more importantly lack of access to eContent. This may resultin poor passing percentage of these students in the final examination affecting the reputation andimage of RS-CIT. The business of the nearest Authorized Learning centers is also gettinghampered by this.In order to curtail such unauthorized admissions, following policy is being brought into placefrom May 2012 onwards:We shall be using the following terminology in this document:  Complainant Center: RKCL’s Authorized ITGK which is giving complaint against other Authorized ITGK.  Respondent Center: RKCL’s Authorized ITGK which is alleged to be booking unauthorized admissions from unauthorized center.  Unauthorized Center: Center which is doing unauthorized admission at unauthorized center and this center is not RKCL’s ITGK.RS-CIT admission would be treated as “Unauthorized Admission”, if all of the following 2conditions are visible: The learner has been admitted at any center / center location other than at the Authorized ITGK, namely ITGK / Any type of Satellite Center of RKCL and the learners’ information is uploaded and confirmed by RKCL’s ITGK / Satellite Center using their SOLAR login and Learner is learning at unauthorized center location only.
  2. 2. Who can file the complaint?Any ITGK (Complainant Center) can submit the written complaint with proofs to respectiveDLC (in whose jurisdiction the respondent ITGK exists) against respondent/unauthorized center.How to file the complaint?Complainant Center has to submit following documents while raising complaint:a. Complainant Center has to provide following information on its letter head with seal &signature while raising complaint:i. Name of complainant ITGK with center codeii. Name of respondent ITGKs with center codeiii. Batchiv. Name of learners (address and contact details, if possible) learning at unauthorized centerv. Name & address of unauthorized centervi. Batch timings of learners who are learning at unauthorized centerb. Complainant ITGK will draw demand draft (DD) of Rs. 1000/- (Rupees One Thousand only)in favor of Rajasthan Knowledge Corporation Limited, payable at Jaipur.c. All the proofs (in form of Documents / Audio / Video Clips / Photographs, etc.) must befurnished with the complaint.Jurisdiction:In normal circumstances, Complainant center shall be able to raise complaint against respondentcenter in same Tehsil/ Ward area. In highly exceptional case, Complainant center will be able toraise complaint against respondent center in other Tehsil / Ward area/other district subject to thegenuineness of complaint. Such a complaint would be accepted at the sole discretion ofManaging Director (MD), RKCL.How such complaints will be investigated? DLC will receive complaint from Complainant Center. DLC will maintain confidentially about Complainant Center. DLC will collect complaint letter along with DD & proofs from complainant ITGK. DLC will discuss case with complainant ITGK in detail. On the basis of complaint filed by the ITGK and proofs submitted, DLC will check the learner details in SOLAR login and will call the learners to verify their admission details.
  3. 3.  DLC Coordinator may issue the notice (provided by RKCL, containing infringement of trademark and legal points) to the unauthorized center & Respondent Center. DLC Coordinator may visit unauthorized center for verification of the complaint. DLC may interview these learners personally to get close to reality. DLC Coordinator may visit the Respondent Center, which has taken the admissions of unauthorized centre to verify the facts / learner records / ERA records. If the learner is not found at the given address, it will be considered as considerable evidence of unauthorized admissions. DLC will conduct meticulous and prudent investigation to uncover facts. If the complaints are across districts then the DLC will coordinate with other district DLC /Territory Manager. DLC may take help of any ITGK / PSA coordinator or any third party experienced person in the field of education / judiciary in this process. DLC Coordinator will prepare proper records of all its findings with audio / Video / Photos and documentary proofs. DLC will prepare the investigation report with findings, conclusion and remarks. DLC will convey his final remarks to both parties and keep RKCL informed of the same.What care will be taken while investigating the complaint? Anonymous complaints shall not be entertained. Complainant center must give all details as mentioned above in order for the DLC to initiate action. DLC will never disclose the identity of complaining ITGK. Senior staff member from the DLC shall handle these complaints. Investigation shall be conducted fairly and in a unbiased manner Care shall be taken to protect RKCL network’s credibility and image. Investigator shall keep all the information and findings confidential. Complaint shall be concluded with investigation within two weeks of receipt of complaint.What if:A. Respondent ITGK found guilty? The Demand Draft (DD) of Rs. 1,000/- will be refunded to complainant ITGK. DLC will estimate unauthorized learner count learning at unauthorized center and charge penalty of Rs.500/- per learner to respondent center.For example: If 10 learners are found learning at unauthorized center, then respondent center willpay penalty of Rs. 500 * 10 = Rs. 5000/- to DLC.Respondent center will pay the penalty amount to DLC within one week after found guilty.
  4. 4. DLC will handover penalty amount to Complainant center as compensation for his/her loss inbusiness due to unauthorized admission.The admissions of unauthorized centers will be transferred to the complainant ITGK or thenearest ITGK to these learners. The decision will be taken by the DLC keeping in mind the localcondition and conveniences.B. Respondent center refuses to pay penalty? Respondent center’s learners’ certificates will be kept on hold till center pays penalty amount. Respondent center’s share will be kept on hold till center pays penalty amount. Penalty will be deducted / recovered from respondent center’s share amount. Respondent center’s intake capacity will be blocked till center pays penalty amount. Respondent center’s authorization will be cancelled. Penalty will be deducted / recovered from PSA of respondent center’s deposit amount.C. Complaint found wrong? Application fee Rs. 1,000/- shall be forfeited for wrong complaint. DLC will submit DD of Rs.1000/- to RKCL. Complainant center will not be eligible to raise another complaint for one academic year.D. Either party is not satisfied with conclusions of inquiry?The dissatisfied complainant/respondent center can approach RKCL with his/her written requestwithin one week after the completion of investigation by DLC. The complainant has to mentionthe reasons of discontent with the substantiation documentary proofs.RKCL will examine the application submitted by dissatisfied complainant/respondent center. Ifrequired, RKCL will investigate / cross-examine the concerns of dissatisfiedcomplainant/respondent center, learner, etc.RKCL will take its decision within one week on receipt of application.If the RKCL does not receive any application from either dis-satisfied Complainant/respondentcenter within one week, then the DLC’s decision in this regard will be taken as concluding andRKCL will confirm on the same.Important Points:This policy will be in effect from May, 2012 Batch. DLC s will communicate and educate allITGK s in their region about the policy on or before April 30, 2012. DLC s may counsel inparticular all such ITGKs which are indulging in such activities to the extent known to him.
  5. 5. RKCL reserves the right to modify the terms and conditions of unauthorized admission processwithout any prior notice and RKCL shall not be liable to anyone for any such modification/s.