Page 102 - IJET_July2021_final

Research Article

Effectiveness of Online Grievance Redressal and
Management System:
A case study of IGNOU Learners

Upendra Nabh Tripathi , Amit Kumar Srivastava & Bhanu Pratap Singh 3
2
1
1 Regional Director (I/C), IGNOU Regional Centre, Varanasi, Uttar Pradesh, India
2 Deputy Director, Regional Services Division, IGNOU, New Delhi, India,
Email: amit.aks@gmail.com
3 Assistant Director, Regional Services Division, IGNOU,
New Delhi, India

Abstract
Online grievance redressal systems have a very crucial role in retention of learners in
open and distance learning (ODL) systems where learners are geographically away from
institution, teachers and peer group and they get very few opportunities otherwise to
get their grievances resolved. At any given time IGNOU is having enrolment of more
than 3 million and to address grievances of these large numbers of learners, an online
grievance redressal and management mechanism has been developed. In this paper,
effectiveness of IGNOU online grievance redressal and management System (iGRAM)
in handling learners’ grievances have been examined by carrying out a survey among
the learners who have used iGRAM for their grievance redressal. A questionnaire was
developed and administered online to iGRAM users. Apart from demographic questions
the survey model consists of a set of statements regarding effectiveness of iGRAM
portal in handling learners’ grievances. Survey results show that majority of learners
were satisfied with this online grievance redressal and management system of IGNOU,
however, with few additions/changes like development of mobile app based iGRAM
portal, by addressing issue of non-receipt of study material and by putting more efforts
in its popularization, iGRAM can be made more effective.

Keywords: Online Grievance Redressal, Open and Distance Education (ODL),
Learners, Learner Support, iGram, IGNOU
Introduction any academic institution. No academic
institution can claim to be accountable,
Grievance is generally defined as
any communication that expresses responsive and student-friendly unless it
dissatisfaction about an action or lack has established an efficient and effective
of action, about the standard of service/ grievance redress mechanism. In fact,
deficiency of service of an institute the grievance redress mechanism of
and the complainant asks for remedial an academic institution is the gauge to
action. Grievance redress mechanism measure its efficiency and effectiveness
is part and parcel of the machinery of as it provides important feedback on

92 Indian Journal of Educational Technology
Volume 3, Issue 2, July 2021