This document outlines mechanisms for strengthening student grievance networks during COVID-19. It discusses challenges students face with online classes due to lack of internet access or devices. It proposes an online student grievance redressal portal and appointing complaint managers and officers to efficiently handle issues. Suggested issues that may be complained about include accommodation, food, classes, exams, fees and health. The document also provides guidelines for an effective complaint handling process and notes resources created by UGC and AICTE to address student issues.

1. MECHANISMTO STRENGTHENSTUDENTSGRIEVANCENETWORK
DURINGCOVID-19
PRESENTED BY:
Dr. Deepika Kohli
Assistant Professor
Khalsa College of Education GT Road Amritsar
Image Credit: https://www.amrita.edu/grievance

2. Call of the day ………….
Addressing genuinely
the grievances of the
students

3. CHALLENGES
Students are from different
social background and not every
student has access to a laptop
or an internet connection. It is
not possible for such students to
attend the online classes/tests/.
Both teachers and students are
facing internet connectivity
issues .

4. In view of the outbreak of
COVID19 and National lockdown
since March 25th, some students
have been facing difficulties due to
closure of colleges and hostels.
The main problems are
Accommodation, Food, on line
Classes, Attendance, Examinations,
Scholarships, Health, Transport,
Harassment etc.

5. Teaching, Notes,
Study Material
Assessment
Requests, Fees,
financial aids
Basic
Necessities,
Accommodation
Accessibility to
internet
Image Credit: https://www.sentinelassam.com/top-
headlines/public-grievances-departments-grievance-
redressal-cell-operating-at-snails-pace/

6. BASIS of Complain-Craig D’cruz
Bear in mind that:
 complaints are usually emotional issues -
often involving anger
 many people who lodge a
complaint will tell others about the issue
 in general, people will give you a second
chance if you handle their complaint
successfully
 complaints are a common indicator of low
satisfaction

7. Consequences of Not Handling
Complaints or Grievances
A complaint not heard, or a complaint
badly handled, is more than likely to
result in a dissatisfied parent,
negative word of mouth and/or
negative social media commentary

8. L.E.A.R.N. Complaints Handling
Technique-CompliSpace
L.E.A.R.N. stands for:
Listen
Empathize
Acknowledge
Respond
Notify

9. Process
 Last is Record Keeping
Capturing a
complaint
Acknowledging a
complaint
TrackingResponsiveness
Objectivity and
Confidentiality

10. Image Credit: http://www.patronageinstitute.com/grievance-cell.aspx

11. Mechanisms
 Online Students Grievance Redressed Portal'
 the establishment, implementation and maintenance of
a complaints program that operates in an online
environment
 the appointment of a Complaints Manager to oversee
the program
 the appointment and training of senior staff to act as
Complaints Officers who are available and trained to
deal with all online and telephone complaints
Institutions could handle complaints effectively and efficiently
through:

12.  a clearly visible part of their public website
(preferably with a search function) that
provides information as to how to lodge a
complaint and or feedback with the school
 online or video training for staff in all
complaint handling procedures to ensure that
staff who are public facing are skilled in
triage management of complaints and know
how to and to whom to direct the
complainants
 ensuring that the complaints handling
procedures are accessible to all
parents/carers and other external parties

13.  ensuring that their complaints program has child-
friendly procedures that are age appropriate
 having a system, with complaints handling
guidelines, designed to capture complaints and
track actions and outcomes
 the regular analysis of complaints received, and
the implementation of rectification action where
deficiencies in the online program and procedures
are identified
 reports, based on the analysis of the complaints
data, provided to the executive team and to the
governing body.

14.  In addition, Institutions need to ensure that:
 their complaints policy, where relevant, is
available in different languages and formats
(particularly for overseas students)
 there is flexibility in the methods of making a
complaint. Provision should be made for
verbal complaints, not just online complaints
 it should be easy to understand the system
for making complaints.

15. Image credit:
https://www.ugc.ac.in/page/Logo.aspx
 Institutions have to establish a cell for handling
grievances of the students, related to examinations and
other academic activities arising due to this pandemic
and notify the same to the students.
 According to a statement by the UGC, it has released a
dedicated helpline number - 011-23236374, to address
all grievances of the students.

16. Image Credit:
https://www.google.com/search?q=mhrd+logo&rlz=1C1SQJL_enIN8
13IN813&sxsrf=ALeKk00mD8DaF3YKo-
cnQSmc1df8jTb1Ig:1590216980600&tbm=isch&source=iu&ictx=1&fi
r=r6ArIyXxELOwwM%253A%252C4-
JnEsG0DbtJ_M%252C_&vet=1&usg=AI4_-
kT6aafCFT5aJmvWquZPQMqrrnJMGQ&sa=X&ved=2ahUKEwj3-
_nxs8npAhURxzgGHZ3TAyIQ9QEwAHoECAoQFQ#imgrc=onGqKQRDkj2fJM
 AICTE (All India Council for Technical
Education) has come out with a unique
website and address the issues.
 The website with an URL
https://helpline.aicte-india.org was launched
by the Honourable Minister for Human
Resource development Shri Ramesh Pokhriyal
“Nishank” on 3rd April, 2020

17. CONCLUSION
 Institutions should be encouraging complaints and
handling them in a constructive way as they can be
excellent ‘lead’ and ‘lag’ indicators of risk and
compliance issues.
 In the COVID-19 environment, people are using social
media and online technologies far more regularly.
Complaints shared online will be shared rapidly and
could result in reputational damage at a time when
schools may struggle to retain students due to financial
pressures on parents.

18. REFRENCES
Craig D’cruz (2019) Complaints in the COVID-19
Digital Teaching Environment: How Will Your School
Handle Them?. Retrieved from
https://www.schoolgovernance.net.au/news/compl
aints-in-the-covid-19-digital-teaching-environment-
how-will-your-school-handle-them

19. HAVE A NICE DAY
STAY HOME STAY SAFE
THANK YOU