Every student concern gets a reference number, an owner and a service-level clock. Sensitive grievances take a separate route to the institution’s committee and stay out of every other queue.
A hostel repair, a library fine query or a sign-in problem goes to the department that handles it. The student sees which department and how quickly it should be acknowledged and resolved, and the case appears in that department’s queue and reports.
Categories the institution marks sensitive, such as harassment or ragging, go only to the designated committee, in a queue of their own. Notifications carry a neutral subject with no category or summary, and a respondent is never notified automatically.
Which of these are included in a deployment is set out in the proposal for that institution.
The institution’s own category tree, with acknowledgement and resolution times and handler instructions for each. Routing to a department or committee is decided when a case is raised and stored on it, so later rule changes affect new cases only.
Each case gets a reference such as GRV/2026/00123. Students follow status and messages on their own page and reply when the handler asks them something.
Deadlines counted in the institution’s working hours, days and holidays. The clock pauses while a case waits for the student.
Overdue cases are reminded or escalated to a role under the institution’s own rules. The scheduled run is switched on once the institution has approved its times and wording.
Every change of status is recorded with who made it, when and why, and views and evidence downloads are logged.
The student accepts or rejects a proposed resolution, can rate it, reopen it within a set window, or appeal to an authority who did not decide the case.
Students report as identified, confidential (name withheld from handlers) or, where the category allows it, anonymous with a one-time tracking code.
What a person sees depends on their appointment: officer, department resolver, committee member, safety officer or appeal authority. Administrators configure the module but cannot read case content without an appointment.
The list of possible assignees leaves out the reporter, anyone named on the case and anyone with a declared conflict, and says why. A handler can recuse themselves.
A student can flag immediate risk. The safety officer sees the flag, the location and the risk note, but not the full account.
Files attached to a case, screened by file type, downloadable only by those who may see them, with every download logged.
Volume by category and department, acknowledgement and resolution on time, median time to close, ageing, reopening and satisfaction, with CSV export. Small counts of sensitive cases are suppressed.
The software does not by itself make an institution compliant with any regulation. Which categories are sensitive, who sits on each committee, the service-level times and the wording students see are the institution’s decisions; none is set by default.
An illustration of a typical sequence. Your own process is configured during implementation.
A student raises a concern, chooses a category and adds details and files.
The case gets a reference number and is routed to a department or, if sensitive, to the committee.
The handler acknowledges it, works on it and messages the student where needed.
Cases nearing or past their deadline are reminded or escalated.
A resolution is proposed; the student accepts it, or rejects it with a reason.
The case closes with its outcome; the student may reopen or appeal within the window.
A & S has built and supported student administration software, including complaints and grievance handling, for higher education institutions for over two decades. The institutions we have worked with, and the letters they have written, are on the clients page.
The core every institution has, and the optional modules this one sits among.
Stores, hostel and mess, transport, complaints from staff and students, and correspondence.
How institutional data is protected, including sensitive records such as these.
Where the institution allows it for a category, yes. Nothing is stored that links an anonymous report to the student, even when they are signed in. The student is given a one-time tracking code, which is the only way back to the report and cannot be recovered. Students can also report confidentially, so that their name is held by the designated officer and withheld from handlers.
Only members of the committee it was routed to, and the appeal authority if it goes to appeal. Administrators configure the module and see suppressed totals, but cannot read case content without an appointment, and every appointment is recorded in the audit trail.
It depends on the number of students, the modules you take and the deployment model. Tell us those and we will give you a figure.
Tell us how concerns are raised and handled today and the demonstration will follow that.
