Page 491 - Compendium of UGC Regulations 1957-2023

Regulations pertaining to Credits, Academic Programmes and Award of Degrees:

(c) The learner should submit a formal complaint in a manner prescribed by the Higher
Educational Institution regarding expression of dissatisfaction with a service provided or the
lack of a service or the quality of a service. Such expression should be correlated with what
the learners were entitled to receive.

Responsibility of the Higher Educational Institution
(i) The Higher Educational Institution shall work with the principles of openness and
collaboration.
(ii) The Higher Educational Institution shall continuously improve the services it offers. As
and when a grievance is received, the Higher Educational Institution shall investigate it
thoroughly and make the necessary improvement(s) in its services.
(iii) The Higher Educational Institution shall encourage Learner Support Centres to make initial
attempts to address and resolve complaints as close as possible to the point of origin, and
with the minimum of formality.
(iv) The Higher Educational Institution shall also monitor the Grievance Redressal process
through its Learner Support Centres.
(v) The Higher Educational Institution is responsible for privacy and confidentiality unless
disclosure is necessary to proceed in the matter.
(vi) The grievance should be accompanied with the reasons for dissatisfaction and expected
remedy. The learner should also give the reference of Online Grievance Registration Number
generated at the time of submitting the complaint at the Learner Support Centre.
(vii) The Head of concerned school of the Higher Educational Institution shall investigate the
complaint(s) or refer the matter(s) to a more appropriate person, body or committee or
departments, as appropriate.
(viii) It shall be the responsibility of the Head of school of the Higher Educational Institution to
monitor the progress and to timely resolve the matter.
(ix) The Head of concerned school of the Higher Educational Institution will respond in writing
(letters or email etc.) through offline or online mode giving reasons for a decision and action
taken thereto.

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UGC Regulations