TAMIL NADU OPEN UNIVERSITY STUDENTS’ GRIEVANCES REDRESSAL CELL
Tamil Nadu Open University (TNOU) has very keen interest in the welfare of the students who are studying Open and Distance Education. Several measures have been taken by the TNOU for the benefit of the students from time to time. For better serving to the students’ community, TNOU has created a Students’ Grievance Redressal Mechanism. This mechanism helps the students, to redress their grievances related to academic matters such as facilitating admissions, issuing of ID cards, timely despatching of study materials, conducting academic counselling classes, submission of assignments, conducting of term end examinations (TEE), issuing of certificates, convocation related activities, facilities for placements and alumni engagement, etc. In order to make the Students’ Grievance Redressal Mechanism more interactive, participative and effective, it is proposed to constitute a Students’ Grievance Redressal Cell (SGRC) for redressing the grievances of the students from time to time. The cell shall comprise of a mixture of authorities, faculty, regional coordinators and staff members of TNOU.
Developing a responsive and accountable attitude among all the stakeholders in order to maintain a harmonious educational atmosphere for ensuring academic excellence in Tamil Nadu Open University.
Promoting grievance redressal procedure in accordance with the rules and regulations of the University and maintaining a conducive and unprejudiced educational environment for all the students.
To redress the students’ grievances without any intervening time.
To enrich the students’ grievance mechanism with a high success rate.
To generate a coordination among students, schools and divisions in order to redress the grievances.
To support the aggrieved students who are deprived of the services of the University for which he/she is entitled.
To ensure effective solution to the student grievances with an impartial and fair approach.
To make officials, faculty, and staff members of the University responsive, accountable, courteous in dealing with the students.
Students’ Grievance Redressal Mechanism
The SGRC deals with all the students’ grievances directly, which are related to the common problems at the University level both academic and administrative in nature. The SGRC shall receive the grievances through both online or offline modes.
Online Grievance Redressal Mechanism:
Relevant grievances from the learners are being received from online mode through www.tnou.ac.in in which one of the segments is student portal. After registration with TNOU, the students can register their name with the help of enrolment number generated by the University. Once they register in the student portal, the learners can submit their grievance related to all academic support activities and the same is being resolved by the automation team of TNOU under the supervision of Student Registration and Evaluation Division within 15 (fifteen) days.
Offline Grievance Redressal Mechanism:
Grievances form has been developed and utilised in the information centre of Head Quarters (HQ). When the learners visit the HQ in person, the staff of Information Centre will attend the learners and issue the grievance form in which the learners will notify their grievances. The staff will send the form to the respective School / Division/ Office depending upon the nature of the grievance, otherwise it will be resolved using the available information within a day.
Thus, the aggrieved students shall submit their grievances through online or offline mode. The representation / letter bearing various issues from the aggrieved students, once brought to the notice of the Cell shall be prioritized based on urgency and importance. Depending upon the nature of the grievances it shall be brought to the knowledge of the respective School / Division / Office by forwarding the copy of representation / letter received from the students.
Once the particulars of resolved grievances is received from the concerned School / Division / Office, the same will be communicated to the respective students by the SGRC by e-mail / phone call / SMS / letter. In case of very difficult issues, the Cell shall brainstorm on the issues at hand, and come out with a time bound action plan, after carefully exploring all possible avenues for an optimum solution. By the way, the SGRC will resolve the students’ grievances within a maximum of 15 working days from the receipt of the grievance. Accordingly, the SGRC shall reach exhaustively to the students and shall coordinate with the students, provide them with solutions to suit the interest of the students and the University.
SGRC shall not entertain the following grievances:
Decisions of the Academic Council / Board of Studies and other academic / administrative committees constituted by the University.
Decisions with regard to award of scholarships / fee concessions / awards / medals.
Decisions made by the University under the Discipline Rules and Misconduct.
Decisions of the competent authority on assessment and examination results.
Policy decisions of the University on any academic and administrative matters.
Dr. A. S. Arul Lawrence, Assistant Professor, SOE Coordinator, Students’ Grievance Redressal Cell Tamil Nadu Open University, Chennai-15 E-Mail: firstname.lastname@example.org Phone No: 044-24306600