Student Complaint Redressal Policy
Section 1: Short Title, Commencement, and Scope
1.1 Short Title
This policy shall be called the “Student Complaint Redressal Policy, 2025.”
1.2 Commencement
It shall come into force on and from 01 July 2025, upon approval by the competent authority.
1.3 Scope and Applicability
This policy applies to all enrolled students of Alhamd Islamic University, across all academic programs and campuses, with respect to grievances arising from academic matters.
Section 2: Legal Basis and Authority
2.1 Legal Reference
This policy is framed under the powers conferred by the Alhamd Islamic University Act, 2005, particularly:
Section 4(0): which empowers the University to supervise and control the discipline of the university students,
Section 18(2)(d): which provides to regulate the conduct of discipline of students of the University, and
Section 23(1)(d): which empowers the statutory bodies to approve rules and policies to maintain academic discipline and integrity
Schedule 13(4)(a): which empowers the University to propose regulations to Academic Council for the conduct of University students, maintenance of discipline and dealing with cases of indiscipline.
2.2 Compliance with External Guidelines
This policy is aligned with:
HEC Grievance Redressal Guidelines (2022)
HEC Code of Conduct for HEIs (2020)
Section 4: Definitions
4.1 “University”
Means Alhamd Islamic University (AIU), including all its constituent campuses.
4.2 “Student”
Means any person enrolled in any undergraduate, graduate, or postgraduate program of the University.
4.3 “Complaint”
Means any formal expression of dissatisfaction made by a student concerning an academic matter.
4.4 “Redressal”
Means a formal process of addressing and resolving a complaint.
4.5 “Vice Chancellor”
Means the President of Alhamd Islamic University.
4.6 “Redressal Committee”
Means the institutional committee constituted under this policy to investigate and decide on complaints.
4.7 “Registrar”
Means the Registrar of the University or any designated officer acting on his behalf.
Section 5: Categories of Complaints
5.1 The following categories of complaints shall be entertained under this policy:
5.1.1 Course Delivery and Teaching Conduct
5.1.2 Examination, Assessment, and Result Issues
5.1.3 Registration and Enrollment Delays
5.1.4 Misconduct or Unprofessional Behavior by Academic Staff
5.1.5 Academic Document Errors or Delays (e.g., transcript, degree)
5.1.6 Violations of the Academic Calendar or Course Guidelines
Section 6: Principles of Redressal
6.1 Right to Representation
Every student shall have the right to lodge a grievance without fear of prejudice or retaliation.
6.2 Timely Resolution
All complaints shall be resolved within the timelines defined herein.
6.3 Confidentiality
Information shall be kept confidential and only shared with relevant parties or officials, or committees.
6.4 Impartiality
Decisions shall be made fairly, based on facts and due inquiry.
Section 7: Submission of Complaints
7.1 Mode of Submission
Complaints may be submitted through any of the following:
7.1.1 Google Form (official student complaint portal)
7.1.2 Manual submission to Registrar’s Office
7.1.3 Complaint Drop Box available at campus
7.2 Contents of the Complaint
Each complaint must contain:
(a) Student’s name, roll number, department, and program
(b) Nature and date of the grievance
(c) Full description with relevant facts
(d) Evidence, if available
(e) Category (from Section 3.1)
7.3 Anonymous Complaints
Anonymous complaints shall be entertained only if substantial evidence is provided.
Section 8: Processing and Timelines
8.1 Registration of Complaint
Upon receipt, the Registrar’s Office shall log the complaint within 1 working day.
8.2 Preliminary Screening
Within 2 working days, the complaint shall be reviewed to determine jurisdiction and completeness.
8.3 Assignment to Committee
If found valid, the complaint shall be forwarded to the Redressal Committee, Officer, or relevant department by Day 3.
8.4 Investigation and Recommendation
The Committee shall conduct an inquiry, including:
(a) Interviews with complainant and concerned stakeholders
(b) Review of academic records
(c) Expert opinion (if required)
8.5 Decision and Communication
Final decision shall be issued within 7 working days of submission.
A written response shall be provided to the student from the registrar's office.
Section 9: Redressal Committee Composition
9.1 The Committee shall consist of:
9.1.1 Chairperson – Registrar or Senior Faculty Member
9.1.2 One Faculty Member (nominated by Vice Chancellor)
9.1.3 Student Affairs Officer
9.1.4 Member from Quality Assurance / Legal Cell
9.1.5 Co-opted expert (optional, case-based)
OR
9.2 As per the University Act 2005
9.2.1 Discipline Committee (Schedule 13)
9.3 Conflict of Interest
Members with direct involvement in the complaint shall recuse themselves.
Section 10: Appeal Mechanism
10.1 Right to Appeal
If the student is dissatisfied, an appeal may be filed in writing within 5 working days to:
10.1.1 Vice Chancellor or a designated Appeal Committee
10.2 Finality of Decision
The decision of the Appeal Committee shall be final and binding.
Section 11: Disciplinary Action
11.1 If Complaint is Upheld
Faculty/Staff may face disciplinary action as per University Code of Conduct.
Student may receive redress (e.g., rechecking, new examiner, apology).
11.2 False or Malicious Complaints
If a complaint is found to be knowingly false:
11.2.1 The student may be subjected to disciplinary proceedings.
11.2.2 Penalties may include written warning or suspension.
Section 12: Record Keeping and Reporting
12.1 Confidential Records
All records shall be maintained by the Registrar’s Office for a period of three (3) years.
12.2 Quarterly Reporting
A quarterly report of complaints and resolutions shall be submitted to the Vice Chancellor and archived by QEC.
Section 13: Review and Amendments
13.1 Review Period
This policy shall be reviewed annually or earlier as deemed necessary.
13.2 Amendment Authority
The authority to amend this policy rests with the Vice Chancellor, upon recommendation of the Registrar.
Process Flow Diagram: (Student Complaint Redressal)
& Logged
Department