Grievance & Feedback System module

Here’s a comprehensive list of features for a Grievance & Feedback System module in a University Management System, designed to support the needs of UG, PG, and PhD students, as well as faculty, staff, and administrative bodies.

This module aims to promote transparency, accountability, and continuous improvement through structured feedback and grievance redressal mechanisms.

🗣️ Core Features of Grievance & Feedback System Module

🔐 User Roles & Access Control

• Roles Supported:

  • Students (UG / PG / PhD)

  • Faculty / Research Guides

  • Staff (Non-Teaching)

  • Admin/Grievance Officer

  • Department Heads

  • Ombudsman/Internal Committee

• Role-based permissions to submit, review, escalate, and close issues

📝 Grievance Submission System

• User-friendly interface to submit grievances online

• Grievance categories:

  • Academic (e.g., exam issues, thesis delays)

  • Administrative (e.g., admission, certificate delay)

  • Infrastructure (e.g., classroom, hostel, lab)

  • Harassment/Ragging complaints (confidential)

  • Fee/payment related issues

  • Library, transport, canteen, or hostel problems

• Option to attach documents, images, audio, or video files

• Anonymous submission option (for sensitive cases)

🗂️ Feedback Collection System

• Structured feedback forms for:

  • Course/instructor evaluations (UG/PG/PhD level)

  • Hostel, library, and canteen services

  • Research guidance (PhD program)

  • Event/program/guest lecture feedback

• Star rating, multiple-choice, and text response fields

• Semester-wise feedback scheduling

• Multi-lingual support (if required by the institution)

🔁 Tracking & Resolution Workflow

• Unique ticket ID generation for every grievance

• Status tracking: Submitted → In Review → Under Action → Resolved

• Real-time status updates via portal/email/SMS

• SLA (Service Level Agreement) management with automatic escalations

• Priority tagging: Normal, Urgent, Emergency

• Internal notes and inter-departmental forwarding

👥 Multi-Level Redressal Hierarchy

• Department-wise grievance handlers

• Auto-routing to appropriate authority based on grievance type

• Escalation matrix for unresolved issues

  • Faculty Advisor → HOD → Dean → Ombudsman

• Option for reopening closed grievances (with justification)

🧑‍💼 Admin Dashboard Features

• Grievance volume and resolution time analytics

• Department-wise grievance heatmaps

• Daily/weekly/monthly reports

• Anonymous complaint flagging and review system

• Exportable reports for UGC/NAAC/NIRF/AICTE compliance

• Custom workflow design for different complaint types

🔐 Confidential & Sensitive Case Handling

• Special access groups for:

  • Anti-Ragging Committee

  • Gender Sensitization Committee (PoSH)

  • Ethics/Plagiarism Committees (PhD-related)

• Secure file storage for supporting documents

• Confidential comment sections

• Protection of whistleblowers' identities

🔔 Notification & Alert System

• Email/SMS/push notifications at each stage:

  • Complaint receipt

  • Status update

  • Closure notification

• Reminders for pending actions to responsible officers

• Feedback completion reminders (faculty evaluation)

🔎 Audit Trail & Transparency

• Timestamped log of all actions on a grievance

• History of changes, comments, and resolutions

• Audit trail accessible by admin/supervisor roles

• Data export for compliance and legal requirements

📊 Reports & Analytics

• Grievance type frequency charts (academic/admin/infrastructure)

• Feedback score trends (course-wise, faculty-wise)

• Resolution time tracking

• Satisfaction ratings post-resolution

• Annual grievance summary report (for IQAC, NAAC)

📞 Integration with Helplines & External Bodies

• Call helpline number sync (manual ticket creation by staff)

• Linkage with anti-ragging portal or ombudsman reporting systems

• UGC e-Grievance redressal API (if applicable)

🌐 Portal & Mobile App Access

• Accessible via web and mobile

• Multiplatform support for Android/iOS/web

• Mobile-friendly grievance/feedback submission

• Dashboard view of personal complaints and feedback history

🎓 Program-Level Customization

UG Students:

• Focused grievance types like classroom, exam scheduling, ragging

• End-semester course feedback forms

• Peer mentoring support access

PG Students:

• Research project-related complaints

• Internship or dissertation evaluation concerns

• Semester-specific faculty/lab feedback forms

PhD Scholars:

• Thesis guidance concerns

• Ethics committee issues

• Research fund/travel grant complaints

• Scholarly communication feedback

🧩 Integrations with Other Modules

• Student Information System (SIS): Auto-fill user data

• Academic & Exam Module: Feedback on courses/exams

• Hostel/Library/Canteen Modules: Link grievances directly

• Email & Notification Systems: Auto-alerts

• Compliance & Accreditation: Reports for NAAC, IQAC, UGC