Students and staff submit grievances digitally, track status in real time, and have unresolved cases escalate automatically when deadlines slip. Anonymous reporting, an Ombudsman appeals portal, and NAAC-ready grievance reports — designed to support UGC 2023 compliance for Indian colleges.
A college grievance management system lets students and staff submit complaints online, track resolution status, and have unresolved cases escalate automatically when response deadlines pass. It replaces paper forms, untracked emails, and suggestion boxes with a structured workflow that records every step.
CampusAlly owns the individual case lifecycle — submission, routing, SLA, escalation, and Ombudsman appeals — and is built to support the UGC (Redressal of Grievances of Students) Regulations, 2023. The reports it produces feed NAAC Criterion VII evidence to the Accreditation module; the committee meetings behind grievances are run in the Governance module.
Each category routes to the right authority, with a configurable response deadline and escalation path — set once by the institution.
The system drives each step automatically, so a complaint can't quietly disappear and a missed deadline doesn't go unnoticed.
Via the app, the student portal, or a web link — with an anonymous option and secure evidence upload.
The category decides the first responder — HoD, Finance, Hostel Warden, CoE, or Anti-Ragging Committee.
The deadline begins, the officer is alerted, and the complainant gets a case ID to track status.
No response within the SLA moves the case to the next level — no admin needed to push it.
The decision is logged with a trail, the complainant is notified, and appeals route to the Ombudsman.
Fear of retaliation stops genuine complaints. Anonymous reporting removes the fear without removing the record.
Students and staff raise a grievance from wherever they are — no trip to the admin office.
Different complaints need different timelines. The institution sets them; the system keeps the clock.
No case can sit indefinitely. Each level has its own window, and missing it moves the case up automatically.
The UGC (Redressal of Grievances of Students) Regulations, 2023 expect an appointed Ombudsperson and a working appeals route. CampusAlly provides the portal for both.
NAAC looks at grievance mechanisms mainly under Criterion VII. CampusAlly organises the evidence from live case data.
Every action on every case is time-stamped and recorded, giving a defensible history for audits, RTI requests, and accreditation visits.
This module owns the individual complaint from submission to appeal. The committee meetings, the accreditation report, and the domains complaints route into are owned by other modules; grievance feeds or links to them.
Runs the ICC, Anti-Ragging, and Grievance Redressal committee meetings and minutes. Grievance handles the cases those committees decide.
Governance Management →Owns the AQAR/SSR generation. Grievance feeds it Criterion VII reports and resolution data.
NAAC Accreditation →Owns rooms and mess. Hostel-category grievances route to the Hostel Warden in that module.
Hostel Management →Owns fees and the ledger. Fee and refund grievances route to the Finance Office there.
College Finance →An untracked complaint is both a student-welfare miss and a compliance gap. Digital grievance handling closes both.
| Grievance task | Paper / email method | CampusAlly grievance |
|---|---|---|
| Submission | Identity visible, fear of retaliation | Digital, with an anonymous option — identity masked by default |
| Routing | Manual forwarding — slow, sometimes misdirected | Auto-routed by category to the right authority |
| Accountability | No deadline — complaints quietly ignored | SLA clock starts; auto-escalation if it lapses |
| Status visibility | Student has to keep calling the office | Real-time status by case ID in the portal |
| Appeals | No formal route | Ombudsman portal — designed for UGC 2023 |
| NAAC evidence | Compiled by hand before each visit | Criterion VII reports organised from live data |
| Anti-ragging | A hotline number, rarely used, no record | In-app report with location, routed to the Dean fast |
It's a digital platform where students and staff submit complaints online, track resolution status, and have unresolved cases escalate automatically when response deadlines pass. It covers academic, examination, ragging and harassment, hostel, infrastructure, fee, staff-HR, and ICC grievances — each with its own routing, configurable SLA, and escalation path. CampusAlly owns the individual case workflow and produces grievance reports the Accreditation module uses as NAAC Criterion VII evidence.
When a student submits anonymously, CampusAlly masks their identity so committee members see only the complaint content, category, and attached evidence — not the name or roll number. Communication happens through a double-blind case-ID chat. By default no one at the institution sees the anonymous reporter's identity; it can only be revealed if the committee requests it and the student explicitly approves, and that action is recorded in the case log.
Yes. The module is built to support the UGC (Redressal of Grievances of Students) Regulations, 2023, which expect a functioning online portal, defined response timelines, an appeals mechanism, and an appointed Ombudsperson with independent access. CampusAlly provides online submission, configurable SLAs, automatic escalation, and a dedicated Ombudsman portal with read-only access to appeal files. Full compliance also depends on the institution appointing the Ombudsperson and configuring its rules correctly.
Yes. Alongside standard templates (academic, exam, ragging, hostel, infrastructure, staff-HR, ICC), institutions can add their own categories with custom routing rules, SLA timelines, and escalation paths. A medical college might add a clinical-placement dispute category; a law school might add a moot-court grievance category — each with its own assigned officer.
Ragging and harassment reports are treated as high priority and skip the standard queue. When a student reports through the app, the Anti-Ragging Committee and the Dean are alerted by app notification and SMS, and the report can capture location to help identify where the incident occurred. These cases carry a short default SLA and escalate to the Principal if not actioned in time. The Anti-Ragging Committee's own meetings are run in the Governance module.
The Governance module runs statutory committee meetings — scheduling IQAC, BoG, and the ICC/Anti-Ragging/Grievance committees, and recording their minutes. The Grievance module handles individual complaint cases — one person's complaint moving through submission, routing, SLA, escalation, and Ombudsman appeal. Grievance feeds resolution data and reports toward accreditation, but the two run independently day to day.
NAAC looks at student grievance mechanisms mainly under Criterion VII. CampusAlly produces reports from live case data — total grievances, category breakdown, average resolution time, resolution rate, and pending cases — plus anti-ragging committee activity. These reports are organised as evidence that flows to the Accreditation module, which compiles the AQAR and SSR; grievance supplies the data rather than generating the accreditation report itself.
See CampusAlly handle anonymous reporting, SLA-driven escalation, and Ombudsman appeals — in a 30-minute demo built around your institution.
