Grievances Redressal Cell

Feedback to Project Director

In case students, faculty, staff or general public want to contact the Project Director with any feedback/ grievance/ complaint, they may use the following email addresses.

for Students

  • student_to_pd@uoch.edu.pk

for Faculty

  • faculty_to_pd@uoch.edu.pk

for Staff

  • staff_to_pd@uoch.edu.pk

for Community

  • community_to_pd@uoch.edu.pk

Grievance Redressal Cell

Aim:

To facilitate the resolution of grievances in a fair and impartial manner by involving the relevant departments dealing with the substantive function connected with the grievance while maintaining necessary confidentiality.

Objective:

The  objective  of  the  Grievance Redressal Cell (GRC) is  to  develop  a  responsive  and  accountable  approach  among  all the stakeholders so as to maintain a harmonious educational atmosphere in the University.
The key parameters of the Grievance Redressal Cell is:

  • To uphold  the  dignity  of  the  University by  ensuring conflict  free  environment  and  promote cordial Student-Student, Student-Teacher, Student-Employee, Employee-Employee relationship, and empowered them to take ownership of their institution and its policies.
  • To encourage  the  Students, Employees and other Stakeholders to  express  their  grievances  /  problems  freely  and  frankly, without any fear of being victimized.
  • To advise the Students and employees of the University to respect the right and dignity of one another and show utmost restraint and patience whenever a conflict arises.
  • To advise all the stakeholders to be affectionate towards each other and not behave in a vindictive manner towards anyone for any reason.

Mechanism for Redressal of Grievances:

The students are the main stakeholders in the University, though the teachers, administrative officers, support staff and alumni are also the key pillars in the life of this institution. Taking this spirit into consideration the University has established the Grievance Redressal Cell (GRC) to promote a cordial educational environment on campus. The Grievances Redressal Committee may broadly include and consider the following complaints for consideration:

  • Grievance Related to Academic Matters
  • Grievance Related to Non-Academic Matters
  • Grievance Related to Assessment
  • Grievance Related to Victimization
  • Grievance Related to Harassment
  • Grievance Related to Conduct of Examinations
  • Grievance Related to Service Matters

Standard Operating Procedure (SOP):

Any  stakeholder who wants  to  initiate  a  grievance/complaint  may  in  the  first  instance    bring    the    issue    to    the    notice    of    the    head    of    the    respective Teaching/Administrative Department,  who  will  address  the  issue  and  try  to  resolve  it within  10- working days of the receipt of the grievance.

If no    response is received   within    the    stipulated    time    from    the    respective department or the grievant is dissatisfied with response/resolution to his/her grievance, then the  grievant  may register his/her grievance  to  the  University Grievance Redressal Committee.

Procedure to be observed for Grievance Redressal by Grievance Redressal Cell (GRC):

  • Step-1:Student and Staff to register a written complaint with the convener of the GRC in person or through the official email address of the committee.  The complainants are required to use official UoCH email address or to provide a copy of his CNIC or CNIC No. , their Department/Section, Address, Email and contact number for future correspondence (The committee will be duty bound not to disclose name(s) of the complainant). The complainant shall also clearly mention whether he/she wants to be heard in person for perusal of the Grievance/ Complaint.
    (Anonymous letters/emails will be not taken into consideration).
  • Step-2:The committee shall first look into the genuineness of the complaint and see if it is maintainable.
    If the complaint is maintainable, the committee first job may be to look into the ways wherein the grievance can be resolved through mediation without undergoing a formal inquiry.
  • Step-3:If the matter requires a formal inquiry then the Grievance Redressal Committee shall probe into the matter in order to find facts of the case within one month and suggest measures to the Project Director for its solution. The committee can co-opt other members depending on the nature of the case to reach a logical conclusion. The complainant(s) and the respondent(s) or the respondent department(s) shall be given a reasonable opportunity to justify their stance during the probe.
  • Step-4: The Project Director may approve the findings of the committee and issue directives in matters which are in his competence. In issues not in his competence the same may be referred to the relevant Statutory bodies along with comments of the Project Director for a final decision. The said decision would be final in the matter, appeal whereof can be made as per provisions of the Regulation of University of Chitral.

Residual Provision:

  • In case the matter is grave in nature and require a thorough probe then it may be referred for a procedural inquiry to the Project Director by GRC.
  • In case the matter is related to a statutory body it may directly be recommended to be dealt accordingly without undergoing an inquiry into it.

University of Chitral Grievance Redressal Committee:

  1. Zia ul Haq, Director Academics (Convener)
  2. Ashfaq Hameed, Department of Botany (Member)
  3. Azra Ameer, Lecturer, Department of Political Science (Member)
  4. Mir Tanzil ur Rehman, Litigation Officer (Member/ Secretary)

Terms of Reference of the Grievance Redressal Committee:

Functions of the Committee:

  1. To entertain grievances of the students, their parents and employees of the University of Chitral
  2. To provide proper opportunity to stakeholders to express their grievances freely and frankly without any fear of being victimized
  3. To  ensure  that  there  is  no  reprisal  of  any  kind  against  any  applicant, witness, or any other participant in the grievance redressal process by reason of such participation in the grievance process
  4. To  protect  the privacy  and  confidentiality  of  all  parties  during  the investigation, consistent with and subject to the policy guidelines
  5. To  obtain  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
  6. To  ensure  speedy  disposal  of  every  grievance  application within  a maximum period of one month of the receipt of application