UGC provided various mechanisms to resolve the issues and concerns of various stake holders. Because of non-availability of a single window system the stake holders were lodging multiple complaints /grievances at various places. Due to that the redressal mechanisms was at slow pace, which was also causing further concerns to the stake holders. The resolution of Institutional Entity Grievances has always been a top priority of the University Grant Commission. UGC took advantage of ICT enhancements and came up with the "e-Samadhan Online Grievance Registering and Monitoring System" It is a digital platform for Stake holders to identify and apply for grievances/feedback/queries. This platform ensures a time-bound mechanism for redressal of the grievances.
To stream line the stake holders grievance redressal mechanisms, UGC has merged its existing portals/ helplines except Anti Ragging Helpline and developed a new portal "UGC e-samadhan: A step forward: Service to Stake Holders" which would be a single Window system for all the stake holders for registering their complaints/ grievances on the portal which would be available 24x7 with a click of mouse. A toll free No. 1800-111-656 will also be available on UGC website 24x7 for lodging complaints by the stake holders on any issue faced by them.
The user would be able to register a grievance by following simple procedure with the help of mail ID /making a phone call on toll free number. The complaint gets recorded and a docket number shall be allotted which would be automatically reflected in the concerned bureau head's accounts. The concerned bureau shall resolve the issues within the stipulated time as per details given below:
|Slno||Subject Matter||Maximum time limit to reply|
|1||Ragging/ Gender Issue||As per the existing norms|
|2||Student’s related matters||20 working days|
|3||Teaching/ Non Teaching issues||15 working days|
|4||University/ College/any other matter||20 working days|
Students can file various complaints through a single platform. It will be easier to track the progress of the complaints due to proper documentation and docket numbers. It would help to identify the institutions which are not responding to the grievances to take stringent measures by the Commission. The information and grievances received and resolved would provide insight for preparing future policies/guidelines /regulations.