The University Grants Commission (UGC), on March 20, 2023, issued a notification regarding the closure of the online Complaint Handling Mechanism (CHM) portal in view of the adoption of the e-Samadhaan portal for the resolution of grievances.
Higher Educational Institutions (HEIs) entitled recognized to offer ODL or online Programmes are requested to inform all enrolled students and concerned stakeholders about the use of the UGC e-Samadhaan portal for submitting their complaints.
The Online Complaint Handling Mechanism was developed by UGC (DEB) to facilitate learners to submit online complaints through an interactive web portal and track their resolution status. It was a 3-Tier mechanism, wherein complaints were resolved at HEI Level, UGC Regional Office Level, and UGC Level in a time-bound manner.
To streamline the stakeholder grievance redressal mechanism, UGC has developed a single window system UGC e-Samadhaan: A step forward: Service to Stake Holders. This platform ensures a time-bound mechanism for the redressal of stakeholder grievances. In this regard, Commission in its 566 meetings held on February 23, 2023, has decided as under:
1. UGC (DEB) shall discontinue using the existing Complaint Handling Mechanism (CHM) with immediate effect. However, all the pending grievances in the existing portal may be resolved within a stipulated time.
2. UGC (DEB) shall utilize a single centralized portal e Samadhaan' for the resolution of complaints of the stakeholders, to avoid duplication/redundancy of complaints/grievances.
[Notification No. 12-1/2022 (DEB-IV)pt.fl]
