MITS School of Biotechnology, Bhubaneswar

Regulation for Redress of Grievance of Students

Policy

MSB acknowledges the importance of addressing all categories of student grievances fairly and resolving them promptly. The process for grievance redressal will vary based on the nature of the complaint. Each grievance will be assessed on its own merit and will be investigated by the relevant department or designated official, who will take appropriate steps to resolve the issue within a reasonable timeframe. If the grievance remains unresolved at the initial level, it may be escalated to the Appellate Authority (Ombudsperson), specially appointed for this purpose. The findings and report of the Ombudsperson will serve as the final resolution. This report, along with appropriate recommendations, will be forwarded to the Director-Cum-Principal for necessary action. This policy is already being effectively implemented by the MITS School of Biotechnology in accordance with the revised provisions of the University Grants Commission (UGC) Regulations, 2023 on Student Grievance Redressal, insofar as they apply to MSB as a unitary institution. The regulation has been developed in a comprehensive and independent manner to ensure effective redressal for both enrolled students and applicants who have sought admission but are not yet enrolled.

MSB for the purpose of this Regulation has been referred to as ‘Institution’.

Grievances relating to Gender (including sexual harassment) as covered by relevant Guidelines of the UGC including the SAKSHAM Report and the Ragging grievances (of students) within the meaning of the Anti-Ragging Regulation of the University (framed as per applicable UGC Guidelines) will be resolved by the Committee/s under the respective Regulations and will not be covered under this Regulation.

A. Student Grievance Redressal

These provisions are applicable to all students enrolled in the Institution’s academic programs, in accordance with the nature of grievances outlined below. Student grievances may be either individual or collective in nature and may pertain to academic matters, faculty or staff conduct, or broader institutional concerns.

1.   Personal Grievances of Enrolled Students:

A “Personal Grievance” refers to a complaint lodged by an individual student regarding any of the following issues:

a. Retention or refusal to return original documents (such as degree, diploma, or other certificates) submitted for admission, with the intent to coerce the student into paying fees for a program they do not wish to continue.

b. Charging of fees exceeding those stated in the officially declared admission policy.

c. Breach by the Institution of any applicable reservation laws in seat allocation for various student categories (where applicable).

d. Non-disbursement or undue delay in providing scholarships or financial assistance as per the admission policy or UGC guidelines.

e. Unjustified delays in the scheduling or announcement of examination results beyond the academic calendar set by the university, except when caused by unavoidable circumstances.

f.   Failure to provide promised student amenities as listed in the prospectus or mandated by current legal provisions.

g. Complaints regarding the assessment of internal exams (excluding minor calculation errors or omissions) such as Mid-Semester Tests.

h. Inclusion of inaccurate or misleading information in the institution’s prospectus.

i.    Delay or refusal to refund fees to students who withdraw their admission within the timeframe specified in the prospectus or as notified.

j.    Allegations of discriminatory treatment towards students belonging to Scheduled Castes, Scheduled Tribes, Other Backward Classes, Women, Minority communities, or persons with disabilities, where applicable.

k.   Denial of the promised quality of education that was assured at the time of admission.

l.    Harassment or victimization of a student, excluding those cases that fall under criminal law.

m. Actions taken by the institution that violate its own statutes, ordinances, rules, or regulations.

n. Any measures adopted in contravention of the UGC guidelines or directives issued by regulatory authorities such as the All India Council for Technical Education (AICTE).

B. Grievance Redressal – Non-Students
These regulatory provisions apply to individuals who have applied for admission to the Institution’s programs but were not enrolled. The grievances covered under this section pertain specifically to such individuals.

1. Personal Grievances of Non-Enrolled Applicants (Non-Students):
A “grievance” in this context refers to complaints lodged by applicants who were not admitted, concerning the following issues:

a. Admission granted in violation of the merit criteria as outlined in the Institution’s officially declared admission policy.

b. Lack of transparency or adoption of unfair practices by the Institution during the evaluation or selection process.

c.   Irregularities or deviations in the admission procedure as per the stated admission policy.

d. Denial of admission despite eligibility, in contradiction to the declared admission guidelines.

e. Failure of the Institution to publish a prospectus in accordance with relevant UGC regulations.

f. Dissemination of false or misleading information in the prospectus, not supported by factual evidence.

C. Authorities for Redressal of Personal Grievances of Enrolled Students and Non-Students
The grievance redressal process for both enrolled students and non-student applicants shall be handled by the following designated authorities:

1. Departmental Student Grievance Redressal Committee (DSGRC): Responsible for addressing grievances of students currently enrolled in the Institution, as outlined in Section A of this Regulation.
2. Institute Grievance Redressal Committee (IGRC): Handles grievances of individuals who have applied for admission but are not enrolled, in accordance with Section B of this Regulation.
3. Ombudsperson: Acts as the final appellate authority for grievances unresolved by both DSGRC and IGRC.

1.        Departmental Student Grievance Redressal Committee (DSGRC):
The DSGRC is responsible for addressing grievances of enrolled students within a department. The committee shall be composed of the following members:

i.    Head of the Department – serves as the Chairperson.

ii.   Academic Coordinator of the respective programme (Member Secretary)

ii.   Two senior faculty members (Professors or Associate Professors) from within or outside the department, with experience in grievance redressal , nominated by the Chairperson with the approval of the Director-Cum-Principal.

v.   Class Teacher of the student concerned – Special Invitee (non-member).

vi. Relevant departmental staff or representative associated with the grievance issue (e.g., related to course validation, attendance, certificate/open elective courses, exams, admissions, accounts, library, canteen, student welfare, etc.) – Special Invitee (non-member), as determined by the DSGRC based on the nature of the complaint.

vii. A Class Representative from the departmental student council – Special Invitee (non-member).

• Inclusivity: At least one member must be a woman, and at least one from SC/ST/OBC categories. If no eligible Professor/Associate Professor is available, an Assistant Professor may be nominated.
• Term of Members: Chairperson and members serve for two years; the student representative serves for one year.
• Quorum: A minimum of three members, including the Chairperson (excluding special invitees), is required for a valid meeting.
• In Absence of Secretary or Chairperson:
  • If the Secretary is absent, the Chairperson may appoint any member to act as Secretary.
  • If the Chairperson is absent, the Member Secretary will preside and appoint a Secretary from among present members.
• Special Committee Provision: In specific cases, the Chairperson may constitute a special committee of at least three faculty (from the same or another department). The grievance is considered resolved upon DSGRC’s approval of their report.
• Meetings & Reporting: The Chairperson may convene meetings as needed, but the Committee must meet at least once a year and submit an annual grievance report to the Director-Cum-Principal.
• Procedure and Principles:
  • The DSGRC will adhere to principles of natural justice.
  • It is the first point of contact for most student grievances, except evaluation-related issues, which follow University exam regulations.
  • Grievances must be filed online or in writing within five working days of the incident.
  • The Institution will forward received grievances to the appropriate DSGRC on the same day.
  • Depending on the nature of the grievance, the DSGRC shall investigate the matter and record its findings, observations and conclusions in the Grievance Form or Letter, duly signed by the concerned complaint and related persons of enquiry along with the date and time.
  • If the grievance is resolved—ideally within two working days under normal circumstances, or on the same day in urgent cases—a resolution report shall be submitted to the Director-Cum-Principal. Any delay after two working days in submission must be justified with a clear explanation.
  • The DSGRC will review the case, evaluate relevant documents, and communicate a decision not more than 3 working days to the student and the Director-Cum-Principal.
  • The HOD and Academic Coordinator must ensure that students are not penalised for filing grievances.
  • Any committee member named in a grievance shall not participate themselves from related proceedings.
  • Students dissatisfied with DSGRC decisions may appeal to the Ombudsperson within seven working days, either via a letter, the institute portal, or email (as published on the website).

2.        Institute Grievance Redressal Committee (IGRC)

1. Composition of IGRC

The IGRC shall include the following members:

1. Professor in Charge of Admissions – Chairperson
   1. Faculty Member associated with or familiar with the admissions process – Member Secretary, nominated by the Director-Cum-Principal
   1. Two Senior Faculty Members (Professor/Associate Professor) – nominated with approval from the Director-Cum-Principal
   1. Senior Manager, Accounts
   1. Student Class Representative (CR) – Special Invitee, nominated by the Institute
2. At least one member must be a woman, and one from the SC/ST/OBC category.
3. The Committee will meet as needed, with a minimum quorum of three members, including the Chairperson.
4. Nominated members will serve a two-year term and may be re-nominated; the Student CR will serve for one year.
5. Grievances must be submitted within 30 days from the close of admissions for a given academic year.
6. IGRC will review and resolve grievances fairly and communicate its decision within 7 working days of receiving the complaint. A copy of the decision will also be sent to the Director-Cum-Principal.
7. The Committee shall submit an annual report of all grievances received and their resolutions to the Director-Cum-Principal.

3.        Ombudsperson
The DSGRC is responsible for addressing grievances of enrolled students within a department. The committee shall be composed of the following members:

Role and Responsibilities of the Ombudsperson

1. The Ombudsperson, appointed by the Institution, is responsible for hearing appeals against decisions made by the DSGRC. If necessary, the Institution may use the service of part-time Ombudspersons of the group.
2. The Ombudsperson must be a retired Principal or Professor (preferably with experience as Dean/HOD) with at least 10 years of professorial experience in State/Central Universities, Institutions of National Importance, or Deemed Universities, or a former District Judge.
3. Contact details of the Ombudsperson shall be made publicly available on the Institute’s website.
4. At the time of appointment, during the year prior, and throughout the tenure, the Ombudsperson must not have any conflict of interest—such as personal, professional, or financial ties that may affect independent judgment.
5. The Ombudsperson is appointed for an initial term of one year, extendable by up to two more years or until the age of 70, whichever is earlier. A second term may be granted, but not beyond the age of 70.
6. The Institution may remove the Ombudsperson only in cases of proven misconduct or misbehaviour, and only after an inquiry conducted by a retired High Court judge, ensuring the Ombudsperson is given a fair opportunity to respond.

Functions of the Ombudsperson

i.       The Ombudsperson shall hear student appeals only after all institutional grievance mechanisms have been exhausted.

ii.      While issues related to malpractice in exams or evaluations may be considered, revaluation or re-totalling requests concerning to Mid Test examinations will only be entertained if there is clear evidence of a serious irregularity or discrimination.

iii.    The Ombudsperson may seek support from a third party (e.g., amicus curiae) to address discrimination-related complaints.

iv.     The Ombudsperson shall aim to resolve grievances within 7 working days of receiving the appeal.

v.      After giving both parties a chance to be heard, the Ombudsperson will issue a reasoned order offering appropriate relief to the student.

vi.     Copies of the final order, signed by the Ombudsperson, shall be shared with the student, the DSGRC/IGRC Chairperson, and the Director-Cum-Principal for implementation.

vii.         If a complaint is found to be false or frivolous, the Ombudsperson may recommend suitable action against the complainant.

D.  Common Grievances of Enrolled Students

Common grievances may pertain to academics, staff, or institutional matters.

1. Students with shared concerns should report them to their Programme’s Class Representative.
2. The Class Representative, in coordination with the Academic Coordinator, will escalate the matter to the DSGRC.
3. The DSGRC’s decision will be considered final unless the matter is escalated to the Director-Cum-Principal.
4. If referred, the Director-Cum-Principal’s decision will be final and binding.

E. Grievance Redressal Procedure by Ombudsperson and DSGRCs

1. The Institute must clearly display information about DSGRCs and the Ombudsperson on its website and in the prospectus.
2. An online grievance portal must be available for students to submit complaints (excluding appeals and evaluation-related issues).
3. Upon receiving a complaint, the relevant DSGRC must schedule a hearing within 3 days and inform the complainant.
4. The student must appear in person but may be assisted (with prior approval) by someone other than a legal advocate.
5. Students can request the DSGRC to decide the matter based solely on written evidence, bypassing the in-person appearance.
6. The Institution must cooperate with the Ombudsperson; any non-compliance may be reported to the UGC for necessary action under the 2023 UGC Regulations.
7. After hearing both parties, the Ombudsperson shall pass a reasoned order with appropriate relief to the aggrieved student.
8. Copies of the Ombudsperson’s order shall be given to both the student and the Institution, and published on the Institution’s website.
9. The Institution must implement the Ombudsperson’s recommendations. Any non-compliance will be reported to the UGC.
10. If a complaint is found to be false or frivolous, the Ombudsperson may recommend action against the complainant.