Grievance Redressal Mechanism

1) ACPM Medical College & Hospital ensure to establish harmonious learning environment & congenial working culture adopting fair practices hence formulated a mechanism of redressal of day-to-day grievances related to students, parents and staff members.

2) The Mandate of Grievances Redressal Mechanism entrusted with distinguished committee under the name “Grievance Redressal Committee” headed by chairman of the trust or its nominee.

3) Functions of Committee

A.  The committee shall strictly observe the principal of natural justice while redressing grievances of complainant in defined time line.

B.  The committee shall ensure consistency of mechanism, impartiality and fair redressal of diverse nature of grievances.

C.  The committee shall make efforts to develop a responsive and accountable attitude among the stakeholders, thereby maintaining a harmonious environment in the college campus

D. The committee shall ensure that grievances are resolved promptly, objectively and with sensitivity, complete confidentiality, respecting views of each aggrieved person and respondent without discrimination or victimization.

E. The committee shall allow advocacy to stakeholders to express their grievances freely without any fear.

F.  The committee shall protect the privacy and confidentiality of all parties during the investigation, consistent with policy guidelines of the college.

G.  The committee shall investigate the facts through relevant sources in a fair and objective manner, to work out a resolution of the issues involved with the parties named in the grievance application.

H. Duration of Redressal of Grievance: Grievance Redressal Committee shall ensure to complete redressal/disposal of every grievance within a period of one month of the receipt of application/grievance complaint.

4)  Scope of Committee:

 1. The Committee shall be responsible for redressal of diverse nature of grievances of all students, faculty, office staff, paramedical staff, supportive staff of medical college & hospital and other stakeholders including parents.

5) Categories of Grievances:

1.Grievance related to curricular planning & implementation

2. Grievance related to Extension and Extra-curricular aspect

3. Grievance related to infrastructural facilities and Maintenance

4. Grievance related to administrative incompetence

5. Grievance related to patient health care activities 

 6) Standard Operating Procedure of Redressal:

7) Informal redressal of grievances: all students, parents and staff members may avail themselves of this procedure towards resolving their grievances; they can approach the heads of the department, Medical Supdt, Nursing Supdt, Administrative officer and Chairman, student council to resolve issues informally – if they believe that an informal resolution is possible.

 8) The aggrieved student or parent or staff member shall have to apply in writing individually and represent his/her case before the Grievance Redressal Committee. Under no circumstances, proxy will be allowed to represent his/her case.

9) Formal grievance complaint shall include:

a)  A clear and concise statement of the event/issues, and a summary of steps taken, if any, by the grievant to resolve the problem or issues prior to the filing

b) A reasonably detailed description of the relevant facts, including the name/s of person/s, copies of relevant documents or other evidence relevant to the grievance

c) Full name, contact information of the person escalating/initiating the grievance complaint.

10) First Level:

a) The aggrieved person submits their grievances through email: grievances@jmfacpm.com.

 The secretary of Grievances Redressal Committee shall acknowledge the receipt of email and seek response from the heads of the department, Medical Supdt, Nursing Supdt, Administrative officer and Chairman, student council and shall address the grievances to resolve the issue within 3 days from receipt of grievances.

 11) Second Level:

 1. In circumstances, the aggrieved person is not satisfied with the redressal response; he is free to submit his representation for reconsideration in Grievance Redressal Committee of the College via email with supporting documents/evidences [if available]. The secretary shall acknowledge the receipt of mail instantly.

2. The secretary of Grievance Redressal Committee of the College shall analyses the merits of the complaint; seek relevance response from the related department/section/individuals within 3 days from the receipt of grievances.

3.The secretary shall call meeting of the committee and placed the report of complaint and response received from the related department/section/individuals for deliberations and redressal.

4. Grievance Redressal Committee will make a thorough review of the redressal process. In case the committee is satisfied with the responses provided by the respective school/department/office/individual, then it will intimate the same to the complainant via e-mail. Once the complainant expresses his/her acceptance of the response at this level, then the matter is deemed closed.

5. If the Grievance Redressal Committee is not satisfied with the response of related department/section/individuals, the committee shall fix a date for oral hearing of complainant and related department/section/individuals and intimate to both the parties. The secretary if deemed necessary shall obtained additional information, testimony from both parties, required to facilitate redressal. All sincere efforts shall be made by the members to resolve the grievances of the complainant to their satisfaction if feasible.

6.If hearing of the committee does not reach to any conclusive redressal, the committee resolve to authorized any member/members to investigate in to matter to find out facts of the grievances to determine the its merits, examination of witnesses suggested by the complainant. The final report of investigations of the member/members shall be placed before the committee for discussion and pass resolution on the grievances of the complainant with reasons as final redressal of grievances. The final order approved by the committee shall be communicated to all the concerned by email with 20 days after receipt of complaint.

7. The redressal of grievance shall be deemed to be closed if

a. Aggrieved person has accepted the final order of the committee

b. Aggrieved person has not communicated within 10 days after receipt of final order to  the secretary of the committee

12) Appeals:

 a. If, the aggrieved person is dissatisfied with the decision/ resolution of the Grievance Redressal Committee, then he/she can appeal the decision to the “chairman, Jawahar Medical Foundation Trust” within seven days of the receipt of the committee’s decision. The Chairman shall provide final decision as speedily as possible as but not later than a month of receipt of the grievance.

 13) Exclusion of Issue of College Grievance Redressal Committee: the College Grievance Redressal Committee shall not treat any of the grievances arising out of following for redressal.

 A)  Policy decisions implemented/resolved by College Council or Local Managing College Committee or Board of Directors of the Trust.

 B)  Decisions with regard to disciplinary matters and misconduct in campus.

 C)  Decisions with regard to the recruitment and selection per norms of statutoryc committee 

 D)  Decisions by competent authority on assessment and examination result/ revaluationd or remarking of answer sheets.

 E)   Anonymous and frivolous complaints

Grievance Redressal Committee