B2.1.3

B2.1.3   Administrationà Process Management à Grievance redressal system

Rating
A	Not Demonstrated	No complaint management process There are no or almost negligible signs of a complaint management process that includes recording, tracking, investigating and satisfying complaints. The existence of a complaint/suggestion box is only a formality.
B	Developing	Complaint management process is in existence, but not structured/organized Attempts are made to address the complaints, but the process is not properly organized. Need to have clear definition, delegation and monitoring of complaint management responsibilities, standardized procedures, and a proper system for the registration of complaints.
C	Proficient	Structured grievance redressal process with standardized procedures, and clearly defined, delegated and monitored responsibilities There is a structured grievance redressal system, with defined and delegated and monitored roles and responsibilities and clearly defined and communicated procedures, but improvements can be made such as diligent monitoring of complaint management responsibilities, better and confidential methods for the registration and management of complaints, follow ups to ensure the satisfaction of complainants, and a mechanism for evaluating the effectiveness of the process.
D	Accomplished	Functional and well-structured grievance redressal system with a mechanism for evaluating the effectiveness, but emphasis on corrective measures and system to ensure the satisfaction of complainants There is an effective and fully functional grievance redressal system to deal with the concerns and complaints of various stakeholders. There is a special committee to deal with complaints; depending upon the nature and type of complaints there are clearly-defined procedures and multiple clearly identified channels for complaint handling, Follow ups are done to ensure the satisfaction of the complainants. There is a review mechanism incorporating the expectations of the stakeholders vis-a-vis actual achievements.
E	Distinguished	Highly sophisticated and exemplary/demonstrable grievance redressal system, emphasis on preventive measures and efforts to reduce the number of grievances The grievance redressal system is highly sophisticated with more emphasis on preventive measures. Due to proactive dialogue with the stakeholders, there is a reducing trend in the number of grievances. Considerable efforts to showcase the innovative practices in grievance redressal to other schools.