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EDUGRIEVANCE - Online Grievance Redressal System

EduGrievance is a web based grievance redressal solution, a complete online complaint redressal system that allows higher education institutions to enhance satisfaction of students, parents, teachers and other institute stakeholders through comprehensive grievance management service. EduGrievance is highly sophisticated to automate the grievance process right from complaint registration to its closure. It also enforces optimal strategies to ensure the grievance gets attended within desired timeline or gets escalated to higher authorities for proper attention and intervention. EduGrievance has mainly three interfaces. The fully automated system includes a user interface for students, teachers, parents and other non-teaching staff, admin interface for managing the entire system and another one for the grievance cell members.

Features

User Interface at-a-glance

• Post complaints by students, teachers, parents and other staff
• Own account to edit and reset profile
• View status of the complaints posted
• View notifications from the grievance cell members
• ‘Reminder’ option to give alert reminding pending issues
• ‘Reopen’ option to recommence the case for further investigation
• Provision to give detailed account of the complaint in not less than 4000 words
• Attach supporting files in favour of the complaint/grievance
• To view the reply for the complaint posted

Admin Interface at-a-glance

• Account Settings to edit and reset admin profile
• Add grievance cell members
• Create and monitor accounts of grievance committee.
• Add head of the institution and a management representative in the cell
• Option to verify and approve registered users checking their authenticity
• View complaints sent by the users
• Check the authenticity of complaints
• Assign complaints to grievance cell members based on the complaint nature/type
• Generate reports on a monthly basis in word/pdf/excel format

Grievance Cell Member Interface at-a-glance

• Settings to edit and reset profile
• Option to view complaints sent by the user
• ‘Reminder’ to view the alert message reminding pending complaints
• Report generating feature to create account on the total/pending/closed complaints, assigning start and end date
• Option to send reply to the complaints along with attachments, if any
• Re-open complaints and give satisfactory solution

Reports

• Customisable and fully integrated report
• Reports can be generated by assigning start and end date for which the data is needed
• Admin can create reports in three categories such as total grievances received, pending grievances, and closed grievances
• Report will include complaint category, subject line, complaint type, date of posting, complaint status, name of complainant, actions taken etc.
• Reports can be viewed/downloaded in word, pdf and excel format

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