Grievance Management
| Document Title | Grievance Management |
|---|---|
| Document Number | GM-001 |
| Version | 2.1.3 |
| Author(s) | Manager, Product |
| Approved by | Senior Manager, Operations |
| Last Update Date | February 18th, 2026 |
Introduction
Grievances are the complaints that have been formally registered by the employees/students of a university. Samarth Grievance modules help to cater and resolve all the grievances made by the employees/students of a university.
Dashboard
It gives an overview(count) of the Number of grievances(newly reported/pending/resolved), Category wise grievance, grievance by members, levels, etc.
Settings
This section contains the configuration detail related to the Grievance Management module. Users with the role grievance_admin_staff or grievance_admin_student can access it. Below are the settings available in the Grievance module:
Grievance Category
In this field, all the categories of grievance are defined.
Add Grievance Category
Admin(with grievance_admin_staff/ grievance_admin_student) can add a new type of category by clicking on the “Add Grievance Category” button present on the top right side of the portal and fill in the required details:
| S. No. | Field Name | Description |
|---|---|---|
| 1 | Name | Enter the full name of the person. This field is used to identify the record in the system. |
| 2 | Category Type | Select whether the person belongs to the Student or Employee or Public category. This helps in classification and role-based processing. |
| 3 | Status | Defines whether the record is currently Active or Inactive. Inactive records may not be considered in system operations. |
| 4 | Visible | Determines whether the record will be visible in the system listings. Select Yes to display, No to hide. |
View Grievance Category
Admin can only view the details by clicking on view icon available in front of every entry.
Update Grievance Category
Admin can edit/update the details by clicking on the edit icon available in front of each entry.
Grievance Committee
In this field, all the types of committees created to resolve different types of grievances are defined.
Add Grievance Committee
Admin can add a new type of category by clicking on the “Add Grievance Committee” button present on the top right side of the portal and fill in the required details:
| S. No. | Field Name | Description |
|---|---|---|
| 1 | Name | Enter the full name. This will be used as the primary identifier in the system. |
| 2 | Short Name | Provide a short or abbreviated name for easy reference and display purposes. |
| 3 | Status | Defines whether the record is Active or Inactive. Inactive records may not be available for selection or system operations. |
View Grievance Committee
Admin can only view the details by clicking on view icon available in front of every entry.
Add Grievance Committee Members
Admin can add members to the committee by clicking on the “Add Members” button present on the top right side of the portal and fill in the required details:
| S. No. | Field Name | Description |
|---|---|---|
| 1 | Chairman | Select the Chairman from the drop-down list. Multiple members can be added by clicking on the “+” icon. |
| 2 | Institute Members | Select members from the drop-down list. Multiple members can be added by clicking on the “+” icon. |
| 3 | Ex-Officio Member | Select Ex-Officio member(s) from the drop-down list. Multiple members can be added by clicking on the “+” icon. |
| 4 | SC/ST Representative | Select SC/ST representative(s) from the drop-down list. Multiple members can be added by clicking on the “+” icon. |
| 5 | Member Secretary | Select the Member Secretary from the drop-down list. Multiple members can be added by clicking on the “+” icon if applicable. |
| 6 | Non-Institute Members Details | Allows adding external members. Multiple members can be added by clicking on the “+” icon. The following details are required for each member: Name, Department, Designation, Email, and Mobile. |
| 7 | Effective Date | Select the effective date from the calendar. This defines when the record becomes applicable. |
| 8 | Approved On | Select the approval date from the calendar. This indicates when the record was officially approved. |
| 9 | Approved Till | Select the validity end date from the calendar. This defines the duration until which the record remains valid. |
| 10 | Upload | Upload relevant supporting documents or approval files related to the record. |
Update Grievance Committee
Admin can edit/update the details by clicking on the edit icon available.
Impact:
- Only added members can participate in grievance meetings and add notes.
- If members are not properly assigned, grievance discussion and resolution may be incomplete.
- Effective date and approval period control committee validity duration.
Dissolve Committee
Admin can dissolve the grievance committee by clicking on the cross icon prompting to be sure if you want to dissolve the grievance committee, after dissolution you can not work with it again. OK for dissolving the grievance committee or Cancel to cancel the operation.
Note: Once the committee is dissolved then all members associated with that committee are also dissolved.
Dissolve Members
Admin can dissolve the specific members of the particular committee by clicking on the cross icon prompting to be sure if you want to Inactive the member, after inactivate you can not activate it again. OK for Inactivate the member or Cancel for cancelling the operation.
Impact:
- Inactivated members cannot attend meetings or take actions.
- Remaining members continue handling grievances.
- May affect quorum or decision-making if key members are removed.
Grievance Category User Mapping
In this field, all the categories of grievance are defined.
Add Mapping
Admin can add a new type of category by clicking on the “Add Grievance Category” button present on the top right side of the portal and fill in the required details:
| S. No. | Field Name | Description |
|---|---|---|
| 1 | Grievance Category | Select the grievance category. This defines the type or classification of grievance to which the configuration applies. |
| 2 | User Id | Select the User Id from the drop-down list. Only users assigned the grievance_category_user role will be available in the selection list. |
| 3 | Status | Defines whether the record is Active or Inactive. Inactive records will not be considered in system processing. |
Impact:
- Only mapped users can handle grievances under that category.
- If no user is mapped, grievances may remain unassigned.
- Proper mapping ensures category-level responsibility and accountability.
View Grievance Category User Mapping
Admin can only view the details by clicking on view icon available in front of every entry.
Update Grievance Category User Mapping
Admin can edit/update the details by clicking on the edit icon available in front of each entry.
Impact:
- Changing mapping reassigns responsibility to another user.
- Status change immediately impacts grievance routing.
- Directly affects grievance handling workflow.
Grievance User Mapping
In this field, all the categories of grievance are defined.
Add Mapping
Admin can add a new type of category by clicking on the “Add Grievance Category” button present on the top right side of the portal and fill in the required details:
| S. No. | Field Name | Description |
|---|---|---|
| 1 | Grievance | Select the grievance. This defines the specific grievance item to which the configuration applies. |
| 2 | User Id | Select the User Id from the drop-down list. Only users assigned the grievance_user role will be available in the selection list. |
| 3 | Status | Defines whether the record is Active or Inactive. Inactive records will not be considered in system processing. |
Impact:
- Enables assigning individual grievances to specific users.
- Ensures targeted monitoring and faster resolution.
- Without mapping, grievance responsibility may remain unclear.
View Grievance User Mapping
Admin can only view the details by clicking on view icon available in front of every entry.
Update Grievance User Mapping
Admin can edit/update the details by clicking on the edit icon available in front of each entry.
Grievance
This section will show the list of all the grievances, furthermore, new grievances can be added from here as well.
Add Grievance
Employee/Student/grievance_admin_staff(on behalf of Employee)/grievance_admin_student(on behalf of Student) can add a new type of Grievance by clicking on the “Add Grievance” button present on the top right side of the portal and fill in the required details:
| S. No. | Field Name | Description |
|---|---|---|
| 1 | Member Type | Select the Member Type from the drop-down list. This field is visible only for admin login. |
| 2 | Member | Select the Member from the drop-down list. This field is visible only for admin login. |
| 3 | Category | Select the appropriate category from the drop-down list to classify the request/grievance. |
| 4 | Level | Select the severity level: Routine, Mild, or Severe. This helps in assessing the seriousness of the matter. |
| 5 | Priority | Select the priority level: High, Medium, or Low. This determines how urgently the request should be handled. |
| 6 | Description | Provide detailed information explaining the issue or request. |
| 7 | Proposed Solution | Mention the suggested solution or action that can resolve the issue. |
| 8 | Want to Upload a Document | Select Yes or No to indicate whether supporting documents will be uploaded. |
| 9 | Declaration | Confirm the declaration stating that the information provided is true and correct to the best of your knowledge. |
When the employee submits the grievance it goes to the grievance_admin_staff only with the status as “reported”. When the grievance_admin_staff views it , its status is changed to “pending”. When the admin performs some action its status is changed accordingly.
View Grievance
grievance_admin_staff/employee can only view the details by clicking on view icon available in front of every entry.
Update Grievance
grievance_admin_staff/employee can edit/update the details by clicking on the edit icon available before it is viewed by the grievance_admin_staff/employee.
Submit Grievance
grievance_admin_staff/employee can submit the grievance once it is added/updated for resolution by clicking on the save icon, prompting to be sure if you want to submit, after submission it can not update it again. Chose OK to perform the action and cancel to discard the operation.
Add Resolution
The only grievance_admin_staff can add resolution to the grievance by clicking on the tick icon and fill in the required details:
Resolution
Resolution Date
Status(Resolved/Pending)
Add New Grievance Meeting
grievance_admin_staff can add and schedule a meeting to discuss the issue and its resolution with the committee members by clicking on the “Add New Grievance Meeting” button present at the top right side of the portal or by clicking on the meet icon and fill in the required details:
Meeting Type(select from the drop-down)
Guest details(Can add multiple members by clicking on “+” icon)
a. Name
b. Email
c. Mobile
Agenda
Meeting Time
Venue
Once the admin creates a meeting the invite goes to the members via email.
View Meeting
grievance_admin_staff role can view the details by clicking on view icon available in front of every entry.
Update Meeting
grievance_admin_staff role can edit/update the details by clicking on the edit icon available in front of every entry. Choose the meeting time and venue and clik on the Update button to save the changes.
Add Meeting Minutes
grievance_admin_staff role can add minutes of the meeting by clicking on the add icon. Add the Minutes and Uplaod the relevant document for the same and click on Add will add the details into the module.
Cancel Meeting
grievance_admin_staff role can cancel the meeting by clicking on the Cancel icon before it is conducted and giving a proper reason to do so. Fill the cancellation Reason and Clic on Update.
grievance_admin_staff role can take the printout of the resolution made to a grievance by clicking on the Print icon.
Add Notes By Committee Members
Admin can add the notes under Grievance Section and committee members can add notes from their login under Grievance For Committee Section by clicking on notes icon and fill the required details:
- Meeting Id(select from dropdown)
- Notes
- Visible To All(Yes/No)
The admin can perform the following actions:
Action On Notes
grievance_admin_staff can add the response against the notes submitted against a meeting by clicking on tick icon and fill in the required details:
- Response from Admin
- Status(New/Read/Accepted/Rejected)
When the status of notes becomes accepted ,you can no longer update the response from the admin.
Public Grievance
Create Public Grievance
Any community of people at large (whether or not organized as groups) that have a direct or indirect association with a university(employees/students) can make a grievance by clicking on the Public grievance URL available with the university and filling in the required details:-
Name
Contact No.
Email Id
Address
Grievance Level(select from the drop-down)
Grievance Priority(select from the drop-down)
Date
Description
Solution
Upload
Declaration
Action on Public Grievance
Admin can take appropriate action on the public grievance as on the normal grievance.
Reports
This section consists of two types of reports namely:
- Grievance Report
- Public Grievance Report
Grievance Report
Under this grievance_admin_staff and grievance_admin_student can generate the grievance report based on the following filters namely:
- Grievance Number
- Member Type(Employee/Student)
- Grievance Category
- Level(Routine/Mild/Severe)
- Priority(High/Low/Medium)
- Status
- Date(From Date and To Date)
- Resolution Date(From Resolution Date and To Resolution Date)
We can generate the grievance report by clicking on the Search button.
We can export the grievance report in the form of CSV by clicking on CSV button.
We can copy the grievance report data by clicking on Copy button.
We can download the pdf of grievance report by clicking on PDF button.
Public Grievance Report
Under this grievance_admin_staff and grievance_admin_student can generate the public grievance report based on the following filters namely:
- Grievance Number
- Enrollment Number/Employee Id
- Member Type(Employee/Student/Guest)
- Level(Routine/Mild/Severe)
- Priority(High/Low/Medium)
- Status
- Date(From Date and To Date)
- Resolution Date(From Resolution Date and To Resolution Date)
We can generate the grievance report by clicking on the Search button.
We can export the grievance report in the form of CSV by clicking on CSV button.
We can copy the grievance report data by clicking on Copy button.
We can download the pdf of grievance report by clicking on PDF button.
Annexure
Roles
| Role Name | Description |
|---|---|
| grievance_admin_staff | With this permission, users can configure the setting, Monitor grievances related to employees. |
| grievance_admin_student | With this permission, users can configure the setting, Monitor grievances related to students. |
| employee | role With this permission, users can add grievances. |
| student | With this permission, users can add grievances. |
| grievance_category_user | With this permission, users can be mapped to specific grievance categories and handle grievances assigned under those categories. Only users with this role are available in the User ID list during Grievance Category User Mapping. |
| grievance_user | With this permission, users can be mapped to specific grievances and handle or monitor those assigned grievances. Only users with this role are available in the User ID list during Grievance User Mapping. |
Frequently Asked Questions (FAQs)
1. What is a grievance?
A grievance is a formal complaint raised by a student, employee, or authorized person regarding any issue faced within the university. It may relate to academics, administration, facilities, behavior, services, or any other institutional matter. The Grievance Management Module ensures that such complaints are properly recorded, reviewed, and resolved in a structured and transparent manner.
2. Who can submit a grievance in the system?
Students and employees can submit grievances using their login credentials. Additionally, authorized admin users (such as grievance_admin_staff or grievance_admin_student) can submit grievances on behalf of students or employees. External users (guests or public members) can submit grievances through the public grievance link provided by the university.
3. How do I submit a grievance step by step?
To submit a grievance:
- Log in to the university portal.
- Navigate to the Grievance Management Module.
- Click on Add Grievance.
- Select the appropriate category, level, and priority.
- Enter the description and proposed solution.
- Upload supporting documents (if required).
- Accept the declaration and submit the grievance.
After submission, the grievance is recorded in the system and assigned for review.
4. What happens after I submit a grievance?
Once submitted, the grievance status is marked as Reported. When the grievance admin views it, the status changes to Pending. After necessary review, meetings (if required), and action, the grievance status is updated to Resolved or another appropriate status. All updates are reflected in your grievance record.
5. Can I edit or delete my grievance after submission?
No. Once a grievance is submitted, it cannot be edited or deleted by the complainant. Therefore, it is important to carefully review all information before final submission. If there is a serious error, you may contact the grievance admin for assistance.
6. What do the grievance levels mean?
Grievance levels indicate the seriousness of the issue:
- Routine – Minor issue that can be resolved easily.
- Mild – Moderate issue requiring attention.
- Severe – Serious issue requiring urgent review and action.
Selecting the correct level helps the administration prioritize the grievance appropriately.
7. What is the difference between grievance level and priority?
- Level indicates the severity of the issue.
- Priority indicates how urgently the issue needs to be addressed (High, Medium, Low).
For example, a severe issue may have high priority, but sometimes even a routine issue may require urgent attention depending on circumstances.
8. Can I upload documents while submitting a grievance?
Yes. You can upload supporting documents such as screenshots, letters, reports, or other relevant evidence while submitting the grievance. Uploading proper documents helps the committee understand the issue clearly and process it faster.
9. How can I check the status of my grievance?
You can check the current status by:
- Logging into the portal.
- Going to the Grievance section.
- Clicking on the view icon next to your grievance.
The status (Reported, Pending, Resolved, etc.) will be visible there.
10. Who reviews and resolves grievances?
Grievances are reviewed by authorized grievance admin users. Depending on the category, a grievance committee may also be involved. The committee members analyze the issue, conduct meetings if required, and provide recommendations before final resolution.
11. What is a grievance committee?
A grievance committee is a group of authorized members formed to review and resolve grievances. It may include a chairman, institute members, and non-institute members. The committee ensures that complaints are handled fairly, transparently, and as per university guidelines.
12. Will I be informed about grievance meetings?
If a meeting is scheduled regarding your grievance, concerned members receive email notifications. In some cases, the complainant may also be informed if their presence is required.
13. What are meeting minutes?
Meeting minutes are official written records of discussions, decisions, and action points discussed during a grievance meeting. These records are maintained in the system for documentation and transparency.
14. What is a public grievance?
A public grievance is a complaint submitted through the university’s public grievance link by external users or guests. These grievances do not require login credentials and are handled similarly to internal grievances.
15. Is my grievance kept confidential?
Yes. Only authorized users such as grievance admins and relevant committee members can access grievance details. The system ensures confidentiality and restricts unauthorized access.
16. What if I am not satisfied with the resolution?
If you are not satisfied with the resolution, you may approach the concerned grievance authority or higher administrative authority as per university policy. The escalation process may vary depending on institutional guidelines.
17. Can committee members add comments or notes?
Yes. Committee members can add notes related to the grievance or meetings. Admin users can respond to these notes and update their status (New, Read, Accepted, Rejected).
18. Can grievances be reported on behalf of someone else?
Yes. Authorized grievance admin users can submit grievances on behalf of students or employees if required.
19. How long does it take to resolve a grievance?
The resolution time depends on the complexity, severity, and category of the grievance. Severe and high-priority grievances are generally addressed more quickly.
20. Can grievance reports be downloaded?
Yes. Authorized users can generate grievance reports using filters and download them in CSV or PDF format. Reports can also be copied for record-keeping purposes.
21. What is the difference between Grievance Report and Public Grievance Report?
- Grievance Report includes grievances submitted by logged-in students or employees.
- Public Grievance Report includes grievances submitted through the public grievance link.
Both reports can be filtered based on category, status, date, priority, and other criteria.
22. What happens if a grievance committee is dissolved?
If a committee is dissolved by the admin, it becomes inactive permanently. All associated members are also dissolved from that committee and cannot process grievances under that committee anymore.
23. Can a grievance be reopened after resolution?
Generally, once a grievance is marked as resolved, it is considered closed. Reopening depends on university policies and may require administrative approval.
24. What is the purpose of the declaration during submission?
The declaration confirms that the information provided by the complainant is true and accurate to the best of their knowledge. It ensures accountability and authenticity.
25. Can I view my past grievances?
Yes. All previously submitted grievances remain available in your grievance list. You can view their details and status anytime through your login.
Glossary
| Term | Definition | Module Reference |
|---|---|---|
| Action on Notes | Option for admin to respond to notes submitted by committee members. | Grievance Management Module » View Grievance » Click on the Action option of the notes |
| Add Grievance | Function to register a new grievance by a student, employee, or admin (on behalf of others). | Grievance Management Module » Add Grievance |
| Add Grievance Committee | Function to create a new grievance resolution committee. | Grievance Management Module » Settings » Grievance Committee » Add Grievance Committee |
| Add Notes by Committee Members | Feature for committee members to add notes related to a grievance or a meeting. | Grievance Management Module » View Grievance » Click on the Add Notes |
| Committee Member | An individual assigned to the Grievance Committee with roles such as chairman, institute member, or non-institute member. | Grievance Management Module » Settings » Grievance Committee » Add Member |
| Declaration | A confirmation given by the complainant to validate the grievance submission as accurate and correct. | Grievance Management Module » Add Grievance » Declaration |
| Dissolve Committee | Option to deactivate an entire grievance committee permanently. | Grievance Management Module » Settings » Grievance Committee » Search the Committee » Dissolve Committee |
| Export Options (CSV/PDF/Copy) | Functionalities that allow exporting grievance reports into different formats for record-keeping and sharing. | Grievance Management Module » Reports » Grievance/Public Grievance Report » Export |
| Grievance | A formal complaint raised by an employee, student, or public member regarding issues faced within the university. | Grievance Management Module |
| Grievance Category | Classification of grievances (e.g., academic, administrative, hostel-related, etc.) created by the admin for streamlined grievance handling. | Grievance Management Module » Settings » Grievance Category |
| Grievance Committee | A group of members formed to review and resolve grievances. | Grievance Management Module » Settings » Grievance Committee |
| Grievance Priority | The urgency of the grievance, categorized as High, Medium, or Low. | Grievance Management Module » Add Grievance |
| Grievance Report | A report of all employee/student grievances based on filters such as category, priority, and dates. | Grievance Management Module » Reports » Grievance Report |
| Grievance Resolution | The action or solution provided by the admin to address a grievance. | Grievance Management Module » Click on the Resolution Record » Resolution |
| Grievance Status | Indicates the current state of a grievance (e.g., Reported, Pending, Resolved). | Grievance Management Module » Click on the Resolution Record » Grievance Status |
| Inactive Member | Option to remove a specific member from a grievance committee. | Grievance Management Module » Settings » Grievance Committee » Click on the View option » Inactive the Member |
| Invite Meeting | Option for admin to schedule meetings with committee members to discuss grievances. | Grievance Management Module » Grievance/Public Grievance » Click on the Invite Meeting |
| Meeting Minutes | Notes taken during a grievance meeting; include discussions and decisions made. | Grievance Management Module » Grievance/Public Grievance » View Grievance » Add Meeting Minutes |
| Public Grievance | A complaint submitted by guests, students, or employees through a public grievance link. | Grievance Management Module |
| Public Grievance Report | A report of all public grievances based on relevant filters. | Grievance Management Module » Reports » Public Grievance Report |
| Submit Grievance | Final submission of a grievance for resolution; it cannot be edited after this step. | Grievance Management Module » Add Grievance » Submit Grievance |
| Update Grievance | Option to edit grievance details before it is submitted or reviewed. | Grievance Management Module » Add Grievance » Update (before final submission) |
| View Grievance | Option to view the details of a registered grievance. | Grievance Management Module » Click on the View Grievance Option |
Workflow Diagrams
Activity Diagram
Use Case Diagram
