All You Need to Know About IGNOU iGRAM

IGNOU is known as one of the best institutes in India that offers the best distance education and online courses. This institute is known for its quality education and the best services provided. However, there can be some grievances throughout the course duration that a student may face due to various reasons. To see through their problems and provide them with the best solutions, IGNOU has set up a separate committee i.e. iGRAM IGNOU (IGNOU Grievance Redressal And Management). This blog deals with the details of this committee and how the candidates can raise a complaint with them.

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What is IGNOU iGRAM?

IGNOU iGRAM, which stands for IGNOU Grievance Redressal and Management, is an online platform specifically developed to handle various grievances and complaints raised by IGNOU students. Launched with the aim of providing a more efficient and transparent mechanism for addressing student concerns, iGRAM has become an integral part of IGNOU’s commitment to student satisfaction.

The Need for iGRAM

Before understanding the specifics of iGRAM, it’s crucial to understand why such a system was necessary. IGNOU, being one of the largest open universities in the world, faces unique challenges in managing student grievances:

• Geographical Dispersion: With students spread across different regions of India and even abroad, traditional methods of grievance redressal were often impractical and time-consuming.
• Diverse Issues: Students face a wide range of issues, from administrative delays and academic queries to examination-related concerns and problems with study materials.
• Volume of Grievances: The sheer number of students enrolled in IGNOU means a high volume of potential grievances that need to be addressed promptly.
• Need for Transparency: Students often felt frustrated due to lack of clarity on the status of their complaints and the actions being taken to resolve them.
• Efficiency and Timeliness: Traditional methods of grievance handling, such as in-person visits, letters, or phone calls, were often slow and inefficient.

Given these challenges, IGNOU recognized the need for a more structured, transparent, and technology-driven approach to grievance redressal. This realization led to the development of the iGRAM system.

Key Features of IGNOU iGRAM

The iGRAM system has been designed with several key features that make it an effective tool for grievance redressal:

1. User-Friendly Interface

One of the primary considerations in developing iGRAM was ensuring its accessibility to all students, regardless of their technical proficiency. The system boasts a user-friendly interface that allows students to easily navigate through various options for registering and tracking grievances. This ease of use ensures that the platform is accessible to IGNOU’s diverse student body.

2. Comprehensive Registration Process

To use the iGRAM system, students must first register by providing essential details such as their enrollment number, name, email address, and contact information. This registration process serves two crucial purposes:

• It ensures that each grievance is linked to a specific student, facilitating better tracking and personalized responses.
• It helps in verifying the authenticity of the complaints, reducing the chances of misuse.

3. Categorization of Grievances

The iGRAM system allows for the categorization of grievances into several types. This categorization helps in directing the grievances to the appropriate departments or authorities for prompt resolution. Some common categories include:

• Academic issues
• Administrative problem
• Examination-related concerns
• Issues related to study materials
• Student support services

This categorization not only streamlines the process but also helps in generating valuable data on the types of issues students commonly face, enabling IGNOU to address systemic problems more effectively.

4. Detailed Grievance Submission

When submitting a grievance, students are provided with a detailed form that captures all relevant information about the issue. This includes:

• A description of the problem
• Relevant dates
• Any supporting documents or evidence

The ability to attach documents ensures that all necessary information is available for a thorough review, increasing the chances of a quick and satisfactory resolution.

5. Tracking and Updates

Transparency is a cornerstone of the iGRAM system. Once a grievance is submitted, the student receives a unique grievance ID. This ID can be used to track the status of the grievance through the iGRAM portal. The system provides regular updates on the progress of the grievance, ensuring that students are kept informed at every stage of the resolution process.

6. Timely Resolution

One of the most significant advantages of the iGRAM system is its focus on timely resolution of grievances. The platform sets specific timelines for addressing different types of grievances, ensuring that students do not face prolonged delays. Departments are held accountable for adhering to these timelines, promoting efficiency and responsiveness.

7. Feedback Mechanism

After a grievance is resolved, students are encouraged to provide feedback on the resolution process and outcome. This feedback is invaluable for the continuous improvement of the system, helping IGNOU to identify any gaps and make necessary enhancements to the grievance redressal process.

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How to Use IGNOU iGRAM?

Using the iGRAM system is a straightforward process. Here’s a step-by-step guide on how to post queries and concerns:

• Access the iGRAM Portal: Visit the official IGNOU iGRAM portal.
• Initiate a New Query/Grievance: Look for the ‘New Query/Grievance’ section on the right-hand side of the screen.
• Select Grievance Type: Choose the type of grievance or query from the dropdown menu. This includes categories like examinations, assignments, projects, online admissions, etc.
• Provide Specific Details: Select the specific subject or subcategory of your grievance from another dropdown menu.
• Enter Student Details: Provide your personal information, including Regional Centre, Enrollment Number, Name, Programme Name, Email ID, and Mobile Number.
• Describe Your Query: Give a detailed description of your issue. Be specific and include all relevant details that can help the authorities understand and address your concern effectively.
• Upload Supporting Documents: If applicable, upload any supporting documents that can substantiate your grievance. These could include emails, letters, receipts, or academic records. Ensure that the document is in a compatible format (Excel, image, PDF, or Word) and doesn’t exceed 5 MB in size.
• Submit the Grievance: After reviewing all the information for accuracy, click the ‘Submit’ button to lodge your grievance.
• Receive Confirmation: You will receive a confirmation message or email acknowledging the submission, along with a GS Token Number. Save this number for future reference to track your query status

Tracking Your Grievance

After submitting your grievance, you can easily track its status:

1. Visit the iGRAM Portal.

2. Click on the ‘Track Grievance Response Status’ tab on the right side of the screen.

3. Enter the GS Token number you received during the grievance submission.

4. Click on ‘Get Status’ to view the current status of your grievance.

Typically, you’ll see a status like “your query is in process,” indicating that the University is working on responding to your query. It’s advisable to wait for a day before checking back again.

Benefits of IGNOU iGRAM

The implementation of the iGRAM system has brought numerous benefits to both IGNOU and its students:

• Improved Accessibility: Students can now lodge complaints and track their status from anywhere, at any time.
• Enhanced Transparency: The ability to track grievances in real-time has significantly improved transparency in the resolution process.
• Faster Resolution: By streamlining the process and setting timelines, iGRAM has led to faster resolution of student grievances.
• Better Resource Allocation: The categorization of grievances helps IGNOU allocate resources more efficiently to address common issues.
• Data-Driven Improvements: The system generates valuable data on student issues, enabling IGNOU to make data-driven improvements in its services.
• Reduced Workload: By automating many aspects of grievance handling, iGRAM has reduced the workload on IGNOU staff, allowing them to focus on more complex issues.
• Improved Student Satisfaction: The efficient handling of grievances has led to improved overall student satisfaction with IGNOU’s services.

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