Online Grievance Redressal Mechanism
 
The online grievance redressal policies of the institution are as follows:
A. The major steps in the online grievance redressal mechanism are:


B. The Grievance Redressal Mechanism is as follows:
1. Registration of Complaints

• The complainant shall register by filling out an available Google Form link (https://forms.gle/psK5bGBDbKrfbxLQ6),

            OR

• One can register any grievance by sending a detailed complaint to our official email address. (icc.bsb@bandhan.org). 

2. Acknowledgement

• The institution, on receiving the complaint, shall send an acknowledgement email to the complainant with a reference no.

3. Investigation & Verification

• Grievance Redressal Committee (GRC) shall consider only individual grievances of students and staff for a specific nature. The GRC shall not consider any grievance of general applicability or of a collective nature raised collectively by more than one student & staff.
• Complainants can request the status update for their grievance redressal with follow-up emails & reference no.

4. Grievance Hearing

• Post receipt of the complaint/application, the committee will decide on the merit of the case regarding the scope of further discussion, investigation and act promptly. This shall follow the strict scrutiny of the Grievance received.

• The GRC may mediate between the complainant and the defendant against whom the complaint has been made.

• The discussions/outcomes and identified solutions by the committee shall be informed to the complainant through the grievance hearing. This shall follow the redressal of the grievance through hearings.

• Grievance Redressal Committee shall maintain confidentiality of the matters and may also hide the identity of the complainant for specific, sensitive issues.

5. Resolution

• The Committee Members shall provide a resolution/redressing of the grievance reported, at the earliest possible time, i.e., within 90 days of raising the complaint.
• If the complainant is satisfied with the redressal, then it will lead to the closure of the grievance.

• The Committee Coordinator shall generate an Action Taken Report for that particular grievance and its resolution.

6. Further appeal

• However, if the complainant is dissatisfied or the matter remains unresolved even after 90 days, the complainant can reach out to the head of the institution, the principal, in this regard.

7. Follow-up

• Now, if the issue is recognized as requiring legal intervention, the management of the institution shall have to intervene in this case.