Page 108 - IJET_July2021_final

Interpretation of table An institution should popularize its
grievance redressal mechanism among
Total 98 learners, who had used iGRAM
portal for getting a response of their its clients. In this study 72.4 percent
grievance, participated in the survey. learners reported that they came to
Out of these 98, majorities of the know about iGRAM from IGNOU website,
learners were male i.e. 78.6 percent and 13.3 percent from friends, 10.2 percent
21.4 percent were female. in Induction meeting and 2 percent
from IGNOU Regional Centres (RCs)
40.8percent of learners using iGRAM and equally 2 percent of the student
were from rural areas and the rest users of iGRAM came to know about it
59.2 percent were from urban areas. from Learner Support Centres (LSCs). It
Availability of internet facilities in shows that RCs and LSCs need to play a
rural areas is facilitating rural learners more proactive role in popularizing the
also to use online grievance redressal iGRAM facility among learners. Learners
mechanisms. A good number of learners should also be informed properly about
from rural areas used iGRAM for getting the availability of online grievance
their grievances resolved shows that redressal mechanisms in IGNOU during
iGRAM is gaining popularity. induction meetings which are held after
Out of the total respondents who the start of every academic session on a
provided their responses in the survey, regular basis.
28.6 percent were employed and 71.4 During this study, it was found that
percent learners were unemployed, maximum grievances received at
whereas 29.6 percent learners were iGRAM are pertaining to non-receipt
married while 70.4 percent were of study materials. 56.1 percent of
unmarried. the learners who participated in the
Maximum 64.3 percent of the survey reported that the grievances
respondents belong to the age bracket raised by them were pertaining to non-
of 20-30 years, followed by 17.3 percent receipt of study materials. As per the
between 30-40 years, 9.2 percent are of present policy of the University, study
below 20 years, 8.2 percent are in the materials are dispatched to learners
age bracket of 40-50 years and only 01 from the Regional Centre as well as the
percent of the respondents are of above Material Production and Distribution
50 years of age. Division (MPDD) of the Head Quarters,
addressing the issue of non-receipt of
Maximum 41.8 percent of learners study material can significantly reduce
who responded to the survey were the iGRAM grievances. It was followed
of Bachelor degree programme, by non updation of awards (assignment
followed by 40.8 percent from Post and Term End Exam awards) in Grade
Graduate Degree programme. Card comprising 13.3 percent of
Whereas respondents from Certificate total grievance. 10.2 percent of the
programme, Post Graduate Diploma grievances were admissions related
and Diploma programme constitute and 8.2 percent were related to the
only 8.2 percent, 7.1 percent and 2 non-receipt of degree/marksheet, 02
percent, respectively.
98 Indian Journal of Educational Technology
Volume 3, Issue 2, July 2021