As per the University Grants Commission (Open and Distance Learning) Regulations 2017, the Netaji Subhas Open University (NSOU) constitutes the Students' Grievance Redressal Committee (SGRC) with the following members:
Nominee of Registrar – Dr. Sudeshna Chatterjee, Dy. Registrar (Academic)
Nominee of Controller of Examination – Shri AnjanSaha, Dy. Registrar (Examination)
Dr. Premananda Jana, Director, Regional Centre, Kalyani
Shri Prasenjit Bhattachrya, Dy. Director, Regional Centre, Durgapur
Shri Santanu Dam, Dy. Director, Regional Centre, Jalpaiguri
Sri Hillol Ghosh, Information Technology Officer
Rights and responsibilities of a learner of NSOU:
The learners should have valid enrolment no. of the university.
The learner has right to complain regarding any aspect related to his or her learning path including programme quality, learning resources, learner support and guidance, teaching, learning and assessment.
The learner is entitled to approach the respective Learner Support Centres/ Study Centres for submitting his or her complaint. The complaint can be submitted individually or collectively by a group of learners.
The learner may submit a formal complaint in a manner prescribed by university regarding his/her dissatisfaction.
The learners may submit their complaints/ grievances at their nearest Regional Centre, if they
like.
The grievance should be accompanied with the reasons for dissatisfaction and expected remedy. The learner should also give the reference of submitting the complaint at the Learner Support Centre if any.
Learners may submit/ send their grievances ordinarily to the following authorized officers of the University:
Grievances related to Examination matters
Grievances related to other than Examination matters
Shri Anjan Saha Dy. Registrar (Examination)
Netaji Subhas Open University
Examination Dept., 2nd Floor,
134/1, Meghnad Saha Sarani,
Kolkata – 700 029
Phone: 033 2463 0292
E-mail: dyreg.exam@wbnsou.ac.in
Smt. Nilanjana Chatterjee Asstt. Director Study Centres
Convener Students' Grievance Redressal Committee (SGRC)
Netaji Subhas Open University
DD-26, Sector-I, Salt Lake City,
Kolkata - 700 064
Phone : 033 4066 3205
E-mail: nilanjanaadsc@gmail.com
The university shall work with the principles of openness and collaboration.
The university shall continuously improve the services it offers. As and when a grievance is received, the university shall investigate it thoroughly and make the necessary improvement(s) in its services.
The university shall encourage Learner Support Centres / study 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.
The university shall also monitor the Grievance Redressal process through its Learner Support Centres/Study Centres.
The university is responsible for privacy and confidentiality unless disclosure is necessary to proceed in the matter.
The authorized officers mentioned aforesaid or the Convener of SGRC may investigate the complaint(s) or refer the matter(s) to a more appropriate person or departments, as appropriate.
It shall be the responsibility of the authorized officer or Convener, SGRC to monitor the progress and to timely resolve the matter of grievances and inform the complainant(s) regarding action taken to resolve the complaint, if there was such request from the end of the complainant.The timeline for each grievance shall be considered case to case basis, however it should be completed within one month from the date of receipt of complaint.
The Head of concerned school/ Department of the University will respond to the authorized officer or Convener, SGRC in writing (letters or email etc.) through offline or online mode giving reasons for a decision and action taken thereto.
The Director/ Dy. Director of the Regional Centre may forward the complaints/ grievances to the authorized officer or Convener, SGRC further processing, if the same can not be resolved at their end.
If the authorized officer or the Convener SGRC could not resolve any complaint at his/ her level then it should be placed before the SGRC meeting to be convened by the convener, SGRC to resolve the complaint.
The convener may arrange periodical meeting of SGRC to place before it the reports of the intervening period regarding grievances handled and resolved so far.
Such reports on acceptance of SGRC may be placed before the Vice-Chancellor by the convener, SGRC for placing the same before next meeting of Academic Council or Executive Council as the case may be.
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