5.1.9 Addressing learners’ grievances at DDE | Maulana Azad National Urdu University

5.1 Student Support 5.1.9 Addressing learners’ grievances at DDE
DDE has a transparent mechanism for timely redressal of learner grievances
Average percentage of grievances received at DDE and redressed during the last five years
Total number of grievances received at DDE and redressed year wise over the last five years

Addressing Learner's Grievances at DDE.

Directorate of Distance Education has a transparent mechanism for timely redressal of learners’ grievances. The Student Support Services Unit , DDE, resolve the student grievances. The Student Support Service Unit (SSSU) has attending following query/grievance/complaint has been received from the Student through e-mail/phone/mobile/ postal communication in person. The Student Support Services Unit providing following details are given below:

•Non – receipt of ID Card: Is available on IUMS student will get the Id card through Id.

•Non – Receipt of Books (SLM); postal No. , date and dispatch details will be given to the students on their e-mail / phone.

•Wrong receipt of (SLM): concerned Book will be dispatch after the received of wrong Books

•Result Declared/ Not Declared: details will be obtained from Exam Branch

•Shown absent: the sssu obtains D-Form from the concerned Regional Centres and forwarded to Exam Branch for declaration of Result.

•Wrong entry of programme / course: may be rectified after getting details from the concerned Regional Centre.

•Change of Address/study centre on Request based on solid grounds.

•Change in Optional on Request based on solid grounds.

•Name Correction: as per the enclosed documental Proof.

Year	2015	2016	2017	2018	2019
Number of grievances received at DDE	567	576	611	539	433
Number of grievances redressed at DDE	567	576	611	539	433

RTI Records from 2015 to 2019: The RTI quarries are received mostly about the issues mentioned in the following table. The following table shows the number of quaries received during last five years .

Year	BA/ B.Com	MA	Certificate	B. Ed	Others	Total
2015	--	2	--	1	7	10
2016	7	3	--	3	29	42
2017	2	6	1	4	20	33
2018	4	9	--	6	7	26
2019	15	11	1	18	11	56

Existing as well as prospective students of DDE,MANUU approach to SSSU through following modes for their grievance redressal:

i) Through e-mail: admissionsodl@manuu.edu.in
ii)ssu.dde@gmail.com
iii)shahnawazbiotech@gmail.com: Extn.2208
iv)Directorate of Distance Education: (EPABX: 040-23008402/03/04)
Toll Free No : 1800 425 2958
v) 91-040-23008463 (Direct Line)
vi)Through Students IUMS id provided by CIT through IUMS portal
vii)Through Indian Post Services/Courier.

Students grievances received through any of the above mode usually addressed through the same mode. The grievances received through electronic mode or through Indian Post Services/Courier Services the average redressal time is 2 working days from the receiving of the same.

Criterion-V-Student-Support-and-Progression collapse9 Student-Support Grievance Mechanism in DDE Addressing learners’ grievances at DDE: Signed Copy red