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Grievance Redressal

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Grievance & Grievance Redressal Mechanism

The function of the cell is to look into the complaints lodged by any student, Assessors, Training Partners and judge its merit. The Grievance cell is also empowered to look into matters of harassment. Anyone with a genuine grievance may approach the Department members in person, or in consultation with the officer in-charge Grievance Cell. Grievances may also be sent through e-mail to the officer in-charge of Grievance Cell, call on helpline number or by submitting the form on grievance section on website.

Objective: The Grievance Redressal Cell has been developed to settle the grievances of the students and other stakeholders within a reasonable time period for further strengthening the bond of the Assessors, training partners, candidates with the organization by providing them with all kind of facilities to a satisfaction level for maintaining a convenient ambience .For grievance cell we had made one GRC (Grievance Redressal Committee),in which along with staff one legal counsel representative has also appointed .

Scope

The cell will deal with Grievances received in writing from the students, assessors, and training partner’s etc .about any of the following matters:-
Academic Matters: Related to issue during assessment by candidates related to assessors or training partners
Financial Matters: Related to dues and payments of assessors
Malpractices matters: Any malpractice issue related to assessors & complaint by Training partner
Other Matters: Related to TOA’s, related to marks , any harassment issues etc.

Procedure for lodging complaint: • The stakeholders may feel free to put up a grievance in writing on mail (email id available on website), by calling on helpline number (available on website) /or in the grievance form format available in the website.

Helpline Number of Grievance Cell -0124-4242099
Email id for contacting Grievance Cell –Grievance@spv.com

  • The Grievance Cell will act upon those cases which have been forwarded along with the necessary documents.
  • The Grievance Cell will assure that the grievance has been properly solved in a stipulated time limit provided by the cell.

Complaint Procedure

If a Learner, assessor, training partner has a complaint they must follow complaints procedure in the first instance. Then, if they are not satisfied with the outcome of the internal process they can refer to us. Our Assessment Agency is committed to offering a quality and customer orientated service, and feedback from Training Centres and Learners & Assessors on any issue will be most welcome. Where We receives a complaint, it is important that this is dealt with promptly and in line with AA procedures. Our procedure for complaints may involve the following actions:

 

Complaint received & Acknowledgement

After receiving the complaint, we will contact the complainant positively within three working days of receiving the complaint by either phone/email or letter to acknowledge the complaint.


Complaint Review

We will review the information presented and decide whether it is appropriate to either: Bring the matter to the attention of the AA GRC Programme Director, asking them to investigate the complaint and to produce a written report on the outcome, or investigate the complaint directly; this investigation will be carried out by the Quality Manager/Auditor/Head of Assessment Agency .Consider whether the regulators should be notified of the matter.


Response Made

We will respond to the complainant by email or post within 15 working days, and will take the appropriate, preventative and/or corrective action required. Notifying the Regulators In cases where there could be an adverse effect e.g. cases with alleged fraud or serious threat to the integrity of us as an organization.
We required to escalate the matter immediately to the appropriate regulatory bodies.

Record the Complaint The compliant needs to be recorded to ensure an audit trail, the complaint are recorded on our agency internal system and excel documents. Investigation & outcome Following a review of the complaint, it may be appropriate to investigate the matter in more detail. GRC committee will do this following the AA Investigation Procedure. Complainants will be informed as to the appropriate action taken/or to be taken and will be informed they can expect a response regarding the outcome within 15 days .

 

Purpose of the Committee:

Validation and Redressal of Trainee and external stake holder’s complaints or grievance received.


Roles & Responsibilities of the Committee:

Public Grievance Redressal Cell has been dealing with the following matters.

  • Grievance of Assessors / Proctors/ sme / stakeholders of our AA (Assessment Agency). • Grievance received through Email / Mail.
  • Complaints of malpractice / unfair assessment/ misbehave.
  • Complaints of violation of Norms & Standard Operating Procedure.
  • MISC Matters: Legal / Court Matters related to our AA activities RTI matters related to AA activities

About Us

Empowering Skills. Enabling Futures.

Agam Skills is an NCVET-approved and ISO 9001:2015 certified skill assessment agency with a nationwide network of assessors across all sectors. 

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