JAIN Online Grievance Redressal — Policy & Escalation Path

Last reviewed: · Owner: JAIN Online Grievance Redressal Committee

Scope & coverage

This policy applies to all enrolled learners of JAIN Online programmes (MBA, MCA, MCom, MA, BBA, BCA, BCom) and to applicants going through admissions. It covers academic grievances (assessment, attendance, examinations), fee and refund disputes, ICT access issues, faculty interactions and any conduct-related concerns. The policy follows the UGC (Redressal of Grievances of Students) Regulations 2023 and the UGC ODL Regulations 2020.

First-line contact

Raise a grievance through any of these channels — please include your enrolment number, programme, batch and a clear description of the issue:

Response timelines

  • Acknowledgement: within one working day of receipt.
  • First-line response: within five working days, by the relevant programme coordinator.
  • Committee resolution: within 30 calendar days from the date of acknowledgement, in line with UGC norms.
  • Status updates are sent at each stage to the email address on record.

Escalation path

  1. Programme coordinator — first response, evidence collection, attempted resolution.
  2. Grievance Redressal Cell — picks up cases not resolved in the SLA above. Toll-free escalation helpline: +91 88733 73316.
  3. Grievance Redressal Committee — formal committee review, with the option of a hearing for the learner.
  4. Office of the Registrar, JAIN (Deemed-to-be University) — final internal authority.

External ombudsperson

Learners who remain unsatisfied after the internal escalation path may approach the University-appointed Ombudsperson or the UGC's Online Student Grievance Redressal System at ugc.gov.in/grievance. All learners retain their statutory remedies under Indian law.