A grievance is a sign of discontentment of a faculty member, staff member or of a student with the institute’s functioning or relationship with others in the institute. A grievance generally arises out of the day-to-day activities in the institute. One very effective way of handling grievance is to have an “open door” policy i.e. an aggrieved person is allowed to put up his/ her problems to the person heading the organization (in this case the Director of the Institute).
However as a grievance can be handled best at the next higher level, a student is expected to first approach his/her Programme Director, a faculty should first approach his/her Area Chairperson and a staff member should first approach his/her departmental head or CAO to resolve their problem. Only if their problems are not resolved satisfactorily or if the grievance is against these very persons, should he/she directly approach the Director after informing the next level person.
Once the matter is put before the Director, he may initiate necessary action, thus disposing off the case summarily or hand over the case to the grievance handling committee.
Grievance Handling Mechanism:
To handle grievances effectively the institute follows the following mechanism:-

  1. Establish grievance handling committees, one each for the students, the staff and the faculty members. The composition of the committees are as follows:-
  2. Committee for Students -

aa.  A senior faculty member(professor/associate professor) as Chairperson
ab. Two young faculty members (assistant professor/senior lecturer/lecturer) as members.
ac. Two student members

  1. Committee for Staff –

aa.  The CAO as the Chairperson
ab.  All heads of the departments of the staff functions (other than the head of the department of the staff member having the grievance) as the members.

  1.  Committee for Faculty –

aa.  A Senior Professor as Chairperson
ab.  Area Chairpersons(other than area chairperson of the concerned faculty) as the members.

Points to be kept in Mind by the Committee while Handling Cases of Grievances

  1. A positive and friendly way to resolve a problem/grievance, should be used rather than threaten punitive steps.
  2. Devote adequate time to understand the root cause of the problem/grievance clearly.
  3. Do not lose temper, stay cool.
  4. Try to ascertain the main issues that need to be resolved.
  5. Give a chance to all parties to present their cases.
  6. Those against whom allegations are made, should be given chance to respond to each allegation.
  7. Listen carefully to person’s explanation of the issues and consider whether there is a deeper  issue which may be the root cause of the grievance.
  8. While deciding what action is to be taken, try to ensure fairness without compromising the Institute’s interests and the legitimate interests of the other people.

The committee after investigating the causes of the grievance and after ascertaining various alternatives available to solve the issue(s), will forward their findings and recommendations to the Director, who then may initiate necessary action on the matter. The action taken should be communicated to all the parties involved in the issues leading to the grievance.