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Grievance Cell

Grievance Cell

    Oréll Software solution Pvt.Ltd

    Oréll, a global leader in education technology provides intelligently customized client-specific software solutions that deliver results and add value for our customers. With more than 3000 clients, Oréll is present in 40+ countries and helps our customers stay ahead of the competition by enabling innovation and changes using next generation technologies. Oréll offers a comprehensive and fully integrated stack of technology solutions including Digital Language Lab, Campus Management Software, Online Examination Software, Digital Library Software, E-learning software and many more in the education sector. EduGrievance is the latest productivity enhancement tool brought to you by Oréll to manage and redress grievances of the institute stakeholders with greater transparency, establishing a very positive ambience in the campus.

    Led by a team of committed professionals with a combined expertise of 30-plus years in the industry, Oréll has pioneered progressive and ground-breaking solutions that are hallmarks of efficiency. Our unique industry-based approach helps clients envision, build, run and revolutionise the education system on a shoestring. The on-time service and professional solutions of Oréll helps in transforming clients’ business thereby maximising their Return on Investment (ROI). We exercise best-practices tailored not only to cutting costs for our clients but also delivering technically-sound solutions that are user-friendly and easy to learn, operate and maintain.


    Edu Grievance

    Online grievance Redressal system

    EduGrievance is a web based grievance Redressal solution brought to you by Oréll, the next generation information technology solutions provider serving the education domain. EduGrievance is an online complaint Redressal system that allows higher education institutions to enhance satisfaction of students, parents, teachers and other institute stakeholders through comprehensive grievance management service. EduGrievance is highly sophisticated to automate the grievance process right from complaint registration to its closure. It also enforces optimal strategies to ensure the grievance gets attended within desired timeline or gets escalated to higher authorities for proper attention and intervention.

    A student/teacher/parent/staff of the institution can lodge complaint through the system by registering in the website. After successful registration of the complaint, the user will get a complaint ID (acknowledgment number) for the future reference of the grievance. The system automatically sends alert to the grievance cell administrator on the complaint for taking required action. Admin will forward the complaint to the officer incharge who deals with the specific complaint category.

    • Students, parents, teachers and other non-teaching staff can lodge complaints in a discreet manner
    • Greater confidentiality and transparency in grievance dealing procedure
    • Helps to build harmonious atmosphere in campus with openness and trust
    • Automates entire complaint process right from registration to closure
    • Advantage over paper-based systems as GRS can alert users immediately on the grievance, action taken etc.
    • Round the clock availability of system
    • Improved communication by way of SMS / Email alerts
    • Streamlined and systematic grievance reporting

    Once the complaint is resolved, petitioner will get an alert message and he/she can view reply to the grievance posted. The stakeholders of institute tend to develop greater confidence in this online grievance and feedback mechanism as they are given formal acknowledgement via SMS, Email and other online notification in a confidential way.

    Unlike paper-based grievance Redressal, EduGrievance curtails the delay or failure to reach the right person and enables the admin to redirect each to the relevant in charge officer instantly. Students, parents, teachers and other staff can effectively redress their complaints in time bound manner. Moreover, it is more convenient for the consumers to lodge the complaint through the website. After receiving complaints via EduGrievance, admin will verify the authenticity of the complaint and forward the complaint to the concerned officer in charge for attending the grievance promptly and effectively. The in charge officer after proper Redressal of the complaint through effective action sends reply to the complainant with supporting files, if any.

    The complaints redressed will be shown as closed and the complainants can reopen the case if they are not satisfied with the solution or action taken on their grievance. The admin of the grievance system can also forward the complaint to next level of investigation for a satisfactory resolution.

    EduGrievance has mainly three interfaces. The fully automated system includes a user interface for students, teachers, parents and other non-teaching staff, admin interface for managing the entire system and another one for the grievance cell members.

    Benefits of GRS

    The prime benefit of EduGrievance is to make users get solved their problems easily by using the online complaint system. Files are kept confidential and publishing/sharing of the complaint will not happen in any case with this online system. The system can be used by institute stakeholders to raise their grievance and it is taken up by the officer incharge of specific category to give best solution to the problem. The user-friendly interface of the system reduces the distance and time barrier between users and institute management to create responsive and cordial situation in the institute.

    Following are some of the numerous benefits of EduGrievance:
    • Students/parents/teachers/staff need not go directly to the grievance consultants to register complaints
    • Encourages users to raise grievances without fear
    • Provides a fair and speedy means of grievance handling
    • Save time of aggrieved person and cell members