Students’ Grievances (Regular & Distance Mode Courses)

The Controller of Examination (CoE) Office at Jamia Millia Islamia, provides comprehensive and student-centric services to address grievances related to examinations and results. This function is pivotal to ensuring fairness, transparency, and trust in the university’s academic processes. Here is a detailed description of how the CoE Office handles student grievances effectively:

1. Grievance Registration Mechanism

• Channels for Grievance Submission:
  Students can report their grievances through multiple channels, including:
  • (Channel-1) The online grievance portal/form is accessible through the student portal on the CoE's official website. After submitting a complaint via the portal, the CoE office issues a unique reference number or acknowledgment receipt, allowing students to track the status of their grievance.

[Student Portal link: http://jmiregular.ucanapply.com/universitysystem/student/]

• (Channel-2) Physical grievance forms/applications should be submitted by students to the CoE Office after being forwarded through their respective Head of Departments.
• (Channel-3) Email communication for examination-related concerns.

2. Types of Grievances Addressed

The CoE Office at JMI addresses a broad spectrum of student grievances, including:

• Discrepancies in Results (Applicable through Channel-2 Only):
  • Errors in marks, grades, or results due to clerical mistakes, missing entries, or calculation errors.
• Redressal (for Regular Courses) & Re-evaluation (for Self-financed Courses) (Accessible via the Student Portal):
  • This includes requests from students concerning evaluation or unresolved issues in their answer scripts, as per the relevant university ordinance.
• Withheld Results (Applicable through Channel-1 Only):
  • Cases where results are delayed or withheld due to pending documents, unresolved fee payments, or administrative issues.
• Examination Eligibility Issues (Applicable through Channel-2 Only):
  • Disputes about eligibility to appear for exams due to attendance or other requirements.
• Hall Ticket Errors (Applicable through Channel-1 Only):
  • Missing or incorrect details on hall tickets that prevent students from appearing for exams.
• Technical Issues in Online Exams (Applicable through Channel-3 Only):
  • Grievances arising from errors or disruptions during online examinations, such as login failures or submission errors.

3. Grievance Resolution Process

• Preliminary Review:
  • The grievance cell within the CoE Office conducts an initial review to classify and prioritise complaints based on urgency and complexity.
  • For straightforward issues like clerical errors, immediate corrections are made.
• Verification of Records:
  • The office reviews all relevant documents, such as examination attendance sheets, question papers, and evaluated answer scripts, to verify the validity of the grievance.

4. Communication of Outcomes

• Status Updates:
  • The CoE Office provides students with updates on the progress of their grievances through email, SMS, or the university portal.
• Final Resolution Notification:
  Once a grievance is resolved, the student is notified of the outcome. For instance:
  • If a redressal/re-evaluation leads to a change in marks, a revised mark sheet is issued.
  • In cases of upheld malpractice allegations, the student is informed of the disciplinary action taken.
• Document Correction:
  • If errors in hall tickets, mark sheets, or certificates are identified and rectified, updated documents are issued promptly.

5. Technology Integration

• Online Grievance Portals:
  • The CoE Office leverages online grievance management systems to streamline the submission, tracking, and resolution of complaints.
• Automation for Accuracy:
  • Automated systems minimise errors and ensure timely handling of grievances, particularly in cases involving large-scale examinations.

6. Ensuring Student Satisfaction

• Feedback Mechanism:
  • After grievances are resolved, students are encouraged to share feedback on the process, helping the CoE Office improve its services.
• Transparency and Accountability:
  • By maintaining detailed records of grievances and resolutions, the CoE Office ensures that all processes are transparent and auditable.

7. Confidentiality and Impartiality

• Confidential Handling:
  • The CoE Office ensures that all grievances are handled with strict confidentiality to protect the students’ privacy.
• Fair Resolution:
  • Grievances are resolved impartially, with decisions based on university policies and regulatory guidelines.

8. Legal and Ethical Compliance

• The grievance redressal system at JMI adheres to the guidelines set by regulatory bodies like the UGC, ensuring that resolutions align with recognised academic and legal standards.

By providing a structured and transparent mechanism for addressing grievances related to examinations and results, the Controller of Examinations Office at Jamia Millia Islamia upholds the principles of fairness, accountability, and student satisfaction. This service not only enhances the trust of students in the university’s systems but also contributes to maintaining its reputation for academic excellence and integrity.

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We warmly welcome feedback from our students, especially constructive suggestions, to help streamline the grievance redressal process. Your suggestions will be directly addressed by the Assistant Controller of Examinations (Grievances). We assure you that  your suggestions will be reviewed and, where feasible within the scope of the Controller's Office, implemented.

Feedback/Suggestions Link: https://forms.gle/iyLbhJHmfNMoFXT67

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