A grievance means a complaint that includes any kind of discontent or dissatisfaction or negative perception, arising out of anything connected with HRM department that a student thinks, believes or even feels is unfair, unjust or inequitable.
Department of HRM is committed to provide a safe, fair and harmonious learning environment to all of its students. In the same context, Open Door Policy has been set up for handling day-to-day grievances related to students.
The HRM department expects specifically the following objectives to be accomplished through this Student Grievance Handling Procedure.
•To provide a framework for resolving complaints and grievances made by students.
•To develop a responsive and accountable attitude among the students and thereby maintain a harmonious atmosphere in the department.
•To ensure that grievances are resolved promptly, objectively and with sensitivity and in complete confidentiality.
It is the general policy of the HRM department to accept and attempt to solve grievances effectively and efficiently. The department accepts the right of students, individually or collectively to present grievances to department. Students are to be given a fair hearing by department covering any grievances they wish to raise. The Student Grievance Handling Procedure of the department is based on the following guidelines.
•First, grievances are attempted to be resolved informally.
(It would be desirable if a grievance could be settled in a casual, informal way.)
•Grievances, which are not settled informally, are attempted to be settled through the adoption of formal Student Grievance Handling Procedure.
•As much as possible, the attempt is to settle the grievance fairly and promptly.
Informal Student Grievance Handling Procedure
•If the student has any grievance which is unable to bring verbally, he/she can put the written grievance into the Complaint Box in the HRM department. Once a week, Head of the department is required to check in to the matters in the Complaint Box.
•The student can bring his/her grievance to the attention of any lecturer of the HRM department verbally. The student is required to explain clearly and specifically the nature of the grievance and its effect on his/her studies and well-being.
•The lecturer is to resolve the grievance immediately. If an immediate solution is not possible, the lecturer should give his/her solution within the two working days.
•If the lecturer is not in a position to resolve the grievance satisfactorily, the student should undertake to express the grievance verbally to the Head of the HRM department who is supposed to give a solution within three working days to the student.
•If the solution given by the Head of the HRM department is not satisfactory to the student, he/she may initiate the formal Student Grievance Handling Procedure.
Formal Student Grievance Handling Procedure
•The student should report the grievance in writing to the Dean of the Faculty of Management Studies and Commerce through the Head of the HRM department describing and explaining all the relevant things clearly.
•The Dean of the Faculty investigates the matter thoroughly and attempts to solve the grievance within seven working days from the date of the receipt of the grievance from the student. The Dean should inform the student and the Head of the HRM department properly with regard to the solution of the grievance and all other relevant details.
•If the solution is yet unacceptable to the student, it may be referred in writing to the Vice Chancellor of the University of Sri Jayewardenepura through the Head of the HRM department and through the Dean of the Faculty of Management Studies and Commerce.
Following actions are also recommended when handling grievances.
•When a grievance is handled, follow the following process:
Listen to the student considerately.
Investigate the facts to prove them.
Ask information relevant to the student and grievance (Academic related issues like subjects, examinations, assessments, research related issues, internships, etc., General Administration issues, Personal problems, other related issues and reason/s of the grievance etc.)
Make a decision based on the evaluation of the alternative solutions. Choose the best alternative.
Inform the decision and its justification to the student.
Keep a record of the case of grievance handling.
•Hold the grievance discussions privately.
•Be open minded during the discussions.
•Record and monitor the progress of settlement of grievances.