Student Grievance Redressal

To provide opportunities for redressal of certain grievances of students already enrolled in any institution, as well as those seeking admission to such institutions, and a mechanism thereto. Grievance” means, and includes, complaint(s) made by an aggrieved student in respect of the following:

• Admission, contrary to merit determined in accordance with the declared admission policy of the institution
• Irregularity in the process under the declared admission policy of the institution
• Refusal to admit in accordance with the declared admission policy of the institution
• Non-publication of a prospectus by the institution, in accordance with the provisions of these regulations
• Publication by the institution of any information in the prospectus, which is false or misleading, and not based on facts
• Withholding of, or refusal to return, any document in the form of certificates of degree, diploma or any other award or other document deposited by a student for the purpose of seeking admission in such institution, with a view to induce or compel such student to pay any fee or fees in respect of any course or program of study which such student does not intend to pursue
• Demand of money in excess of that specified to be charged in the declared admission policy of the institution;
• Violation, by the institution, of any law for the time being in force in regard to reservation of seats in admission to different categories of students
• Non-payment or delay in payment of scholarships or financial aid admissible to any student under the declared admission policy of such institution, or under the conditions, if any, prescribed by the Commission
• Delay by the institution in the conduct of examinations, or declaration of results, beyond the schedule specified in the academic calendar of the institution, or in such calendar prescribed by the Commission
• Failure by the institution to provide student amenities as set out in the prospectus, or is required to be extended by the institution under any provisions of law for the time being in force
• Non-transparent or unfair practices adopted by the institution for the evaluation of students
• Delay in, or denial of, the refund of fees due to a student who withdraws admission within the time mentioned in the prospectus, subject to guidelines, if any, issued by the Commission, from time to time
• Complaints of alleged discrimination of students from the Scheduled Castes, the Scheduled Tribes, Other Backward Classes, Women, Minorities or persons with disabilities categories
• Denial of quality education as promised at the time of admission or required to be provided
• Harassment or victimization of a student, other than cases of harassment, which are to be proceeded against under the penal provisions of any law for the time being in force
• Any action initiated/taken contrary to the statutes, ordinances, rules, regulations, or guidelines of the institution
• Any action initiated/taken contrary to the regulations and/or guidelines made/issued by the Commission and/or the regulatory body concerned

In - Person

• Students can meet the DSW helpdesk team or faculty members in person at University campus or corporate office.
• Student has to book an appointment to meet the concerned official by requesting over email or direct phone numbers which are available in our Contact Us section of our website.
• Students share their grievances in person. Such grievances are resolved immediately.

Helpdesk Support

• The student raises the grievance on helpdesk by sending email at upesonline.dswhelpdesk@stu.upes.ac.in.
• Student can reach out to Support helpdesk for any kind of grievances by calling the toll free number 080-69894029.

Response Time

• All grievances will be acknowledged and addressed within 24 hours of receipt.
• Level 1 - queries are solved by level 1 support.
• If it is not resolved by level 1 support, then it is forwarded to experts. The experts may be academic SME, program SME or technical SME as per the type of grievance. The level 1 support either try to resolve immediately by connecting with experts or request for an appropriate time for the expert to reach out to him later
• If the grievance cannot be resolved within 24 hours, the student will be informed of the expected resolution time.

Escalation Process

• If the grievance is not resolved within a reasonable time, the issue is escalated. It is escalated to the level DSW / Director UPES Online.
• All stakeholders are notified through mail and ticket for that issue is assigned to the expert as escalated ticket. It is mandatory for the experts to resolve the escalated issue within specified time for the escalated ticket.
• The Grievance Redressal Committee is designated to handle escalated concerns and ensure a thorough review and resolution.

How to raise a grievance?

• Students are encouraged to resolve concerns or problems directly with the student helpdesk through personal discussions and counselling.
• Aggrieved students can raise their concerns to this email id or any of the Grievance Redressal Committee members. Mention your enrolment number in the subject line of the email.