+ Standard Operating Procedure

1. Submission of grievance

An aggrieved student will submit his/her grievance along with necessary documents, if any, in any of the following modes

• Submitting a signed hard copy of the grievance in person to the Convener of the Institutional Grievance Redressal Cell (IGRC)
• Register the grievance in the Grievance Register kept with convener of IGRC
• An aggrieved student, who wants to remain anonymous, shall submit his/her grievance in writing and drop in the suggestion/complaint boxes installed at different places in the Institution. Suggestion/complaint boxes will be checked once in a month by the convener in presence of IGRC members
• e-mail to igrc@sode-edu.in
• https://sode-edu.in/associations/grievance-redressal-cell/
• A helpline (7483031200) is provided by the institution to report the grievances, which requires immediate solution
• Students are encouraged to express any grievances during class committee meetings (held twice in a semester)
• Grievances related to the hostels can also be submitted to the Hostel committee
• Students can also express their grievances with their Teacher guardian/Faculty advisor; in turn the teacher guardian/faculty advisor will convey the grievance to IGRC
• Students can represent the grievances orally to the members of IGRC and oral grievances will not be recorded as per the request by the students.

2. Redressal of grievance

•  After receiving the grievance/complaint, the severity and the nature of the grievance will be analysed by the convener of IGRC. In case the type of grievance required maintaining confidentiality, the student name will not be disclosed
• Depending on the nature of grievance, a committee will be formed by the convener in consultation with the Head of the institution to address the grievance.
• The IGRC shall forward the grievance to the committee formed/ respective Department/Section/ individual requesting him/her/them to conduct an inquiry about the grievance and redress within a week from the receipt of the grievance. A report of the same shall be communicated to the IGRC in writing.

• The grievances received by the Hostel committee/Class committee will be forwarded to the IGRC or should be   resolved by the respective committees, depending on the nature of the grievance and report of the same shall be communicated to the IGRC.

3. Communicating the decision: Upon completion of the proceedings and submission of the report to the convener of IGRC, the cell shall communicate the final decision to the aggrieved student/students with proper record.

4. Closure of complaint: The complaint shall be considered as closed when the grievant has received the communication regarding the final decision.

 5. Monitoring: The cell shall monitor the status and progress of the redressal of the grievance from time to time.

6. Frequency of meeting: Every year two meetings will be conducted. One meeting will be held in each semester. In addition, meeting of all the members of the cell can be held, if required.

7. Records: The proceedings of each grievance will be recorded in the specified format. The information relating to the proceedings shall be treated as confidential and can be viewed only by the members of Grievance Redressal Committee.