The CDOE NBU’s GRS policy adheres to the following guidelines and standards:

1. Fair and Clear:The policy is unbiased and easy to understand.
2. Time-bound:Each stage of the grievance process has a defined timeframe.
3. Accessibility:The policy is published on the university portal for learner reference. It is also available in accessible formats for learners with disabilities
4. Impartiality:Grievance authorities investigate matters fairly and objectively.
5. Timeliness:The CDOE NBU strives to address grievances promptly to minimise disruptions in learner progress
6. Communication and Escalation:A user-friendly online system facilitates communication and grievance escalation.
7. Confidentiality:The CDOE NBU maintains learner confidentiality whenever possible.
8. Learner Support:CDOE NBU staff, and Learner Support Centres (LSCs) for ODL programmes can guide learners through the grievance submission process.
9. Withdrawal Right:Learners can withdraw a complaint at any point without penalty.
10. Status Updates:Learners are kept informed about the status of their inquiries or grievances.

Learners have the right to complain about any aspect of their learning experience, including programme quality, learning resources, learner support, and teaching and assessment practices. Learners can approach or submit complaints directly to the CDOE NBU (online mode). Complaints can be submitted individually or collectively. Learners may also file a formal complaint regarding dissatisfaction with the services provided or their quality.

CDOE NBU continuously improves its services by investigating grievances and implementing necessary improvements. The CDOE NBU encourages LSCs to address complaints promptly and informally whenever possible. The CDOE also monitors the GRS process through LSCs. Additionally; the CDOE NBU prioritises learner privacy and confidentiality, except in cases requiring disclosure for procedural purposes.

When filing a grievance, learners should provide reasons for dissatisfaction and their desired outcome, along with the online grievance registration number provided by CDOE NBU. The Director at CDOE NBU investigates complaints or refers them to the appropriate person, body, or committee. They are also responsible for monitoring progress and resolving matters promptly. The Director, CDOE NBU, communicates decisions and actions taken in writing (letter, email, etc.) through offline or online channels.

The online Complaint Handling Mechanism (CHM) allows learners to submit and track complaints through an interactive web portal. The CDOE adheres to the following CHM guidelines:

• Follows the UGC (ODL Programmes and OL Programmes) Regulations, 2020 guidelines for ODL, and online programme grievance redressal.
• Uploads all Commission-issued CHM information on its website.
• Informs learners about the CHM for ODL and online programmes.
• Provides a dedicated "Complaint Handling Mechanism" link on the homepage to raise awareness.
• Ensures timely and fair resolution of all learner grievances as per Commission instructions.

• Learners may initiate the process by submitting their complaint with full details via email to [email protected] or by phone at +91-9832668655.
• All complaints will be documented and forwarded to the committee members electronically. A scanned copy will also be maintained for reference.

• The committee will convene a meeting to discuss the issue raised in the complaint.
• After gathering the necessary information and evidence, the committee will propose appropriate corrective measures based on the specific grievance.
• Through consensus, the committee will determine a suitable course of action. The programme coordinator or counsellor will be notified and advised to address the learner's concern within two weeks, prioritising a swift resolution.
• The committee chair will monitor the progress of all grievances and track the implementation of proposed resolutions.
• If the resolution is satisfactory, the complaint will be considered closed.

• Learners who are not satisfied with the initial resolution may file an appeal within five (5) days to the Director, CDOE, NBU, or the Learner Grievance Redressal Committee of the HEI.
• The Director, CDOE, NBU, or Learner Grievance Redressal Committee of the HEI will then address the concern and propose a resolution within one week.

• Once a final resolution is reached, the committee convenor will inform the learner in writing (offline or online) regarding the decision, its rationale, and the specific actions taken to address the complaint.

We encourage learners to utilise this process to ensure their concerns are heard and addressed effectively.