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STUDENT SUPPORT SYSTEM

Student Grievance Redressal

UPES Online is committed to providing a supportive and responsive environment for all students.

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
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 reservation of seats in admission
Non-payment or delay in payment of scholarships or financial aid
Delay by the institution in examinations or declaration of results
Failure by the institution to provide student amenities as promised
Non-transparent or unfair practices adopted by the institution for evaluation
Delay in, or denial of, refund of fees
Complaints of alleged discrimination of students
Denial of quality education as promised at the time of admission
Harassment or victimization of a student
Any action initiated contrary to statutes, ordinances, rules or regulations
Any action initiated contrary to regulations issued by the Commission

UPES Online Grievance Redressal Process

UPES Online is committed to providing a supportive and responsive environment for all students. This Grievance Redressal Process document outlines the procedures for addressing and resolving student grievances in a fair and timely manner.

Grievance Submission Methods Students can raise their grievances through the following methods:

In - Person

  • Students can meet the student 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.
  • Students share their grievances in person. Such grievances are resolved immediately.

Helpdesk Support

Response Time

  • All grievances will be acknowledged and addressed within 24 hours of receipt.
  • Level 1 queries are solved by level 1 support.
  • If unresolved, it is forwarded to academic SME, program SME or technical SME.
  • 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 to the Director UPES Online.
  • All stakeholders are notified through mail and ticket assignment.
  • The Grievance Redressal Committee handles escalated concerns for resolution.

How to raise a grievance?

  • Students are encouraged to resolve concerns directly with the student helpdesk.
  • Aggrieved students can raise concerns to upesonline.helpdesk@ddn.upes.ac.in or to committee members.

Student Grievance Redressal Committees (SGRC)

The committee consists of designated faculty and administrative members who are responsible for reviewing and resolving escalated grievances.

The committee will meet regularly to ensure timely and effective resolution of all escalated grievances.

A complaint from an aggrieved student relating to the institution shall be addressed to the Chairperson, Students’ Grievance Redressal Committee (SGRC).

In accordance with the University Grants Commission Regulations, 2023 the existing committee is formed effective from 01st May 2023 to 30th June 2025.

Committee members

S.NoNameAcademic DesignationCommittee DesignationEmail Id
1Dr. Arvind Kumar JainPrincipal and Sr Associate Professor UPES OnlineChairperson akjain@ddn.upes.ac.in
2Dr. Sumeet GuptaProfessor, School of BusinessMember sumeetgupta@ddn.upes.ac.in
3Dr. Kabir SharmaAssistant Professor (SS) UPES OnlineMember ksharma@ddn.upes.ac.in

Ombudsperson

Any student aggrieved by the decision of the Students' Grievance Redressal Committee may prefer an appeal to the Ombudsperson within fifteen days.

ombuds@ddn.upes.ac.in

Confidentiality

When issues related to programme, examinations, fees, grade sheet etc. are not resolved, students can raise grievances.

  • All grievances will be handled with utmost confidentiality.
  • Information related to grievance will only be shared with individuals directly involved in the resolution process.