✦ Grievance Redressal Mechanism
The Grievance Redressal Mechanism (hereafter referred to as GRM) serves as a vital instrument for ensuring transparency and accountability in project implementation. The GRM is systematically integrated into different components and operational dimensions of the project through a structured and efficient framework, drawing upon internationally recognized best practices (Asian Development Bank, Governance and Anti-Corruption Policy Note, 2010). From an operational standpoint, Assam Skill University recognizes the GRM as an essential mechanism for improving implementation effectiveness, strengthening beneficiary engagement, and enhancing citizen awareness.
The GRM provides multiple access points—both offline and online—through which stakeholders, including women, youth, and indigenous groups, can submit their grievances. This multi-channel approach reinforces the project’s commitment to accountability, responsiveness, and inclusivity, while also helping to prevent irregularities and strengthen institutional credibility.
Assam Skill University affirms that the effectiveness of a GRM depends largely on institutional commitment, both in acknowledging its importance and ensuring its proper functioning. The mechanism is guided by principles of fairness, confidentiality, impartiality, and transparency in grievance handling. The University further emphasizes that procedures for lodging complaints and seeking redress must be simple, clear, and easily accessible to all project beneficiaries. Timely responses, along with adequate capacity building and sensitization of concerned officials, contribute significantly to improving the efficiency of the GRM. The mechanism also upholds the principles of participation and social inclusion to ensure equitable access.
Monitoring and evaluation remain central to the successful functioning of the GRM. An Excel-based tracking system is maintained to record and manage grievances. All grievances received are entered into the Excel sheet by the respective implementing units, and their status is regularly updated upon resolution or escalation. As required, periodic reports are generated from the maintained records to review grievance trends and response timelines. Continuous analysis of grievance data enables the identification of recurring issues and systemic gaps, thereby supporting improvements in service delivery and institutional responsiveness.
✦ Guidelines for Grievance Redressal Mechanism
The affected person(s)/aggrieved party can give their grievance verbally or in written to the ASU site office in Mangaldai. Grievances of affected person will first be brought to the attention of the immediate officer GRO 1 – PTM, ASUP, in charge of the GRM (site level), who can resolve the issue at the site level office with the help of representative of contractor, who will also be responsible in resolving the specific site level issues. If the matter is not resolved within 7 working days period by the site in-charge, it will be brought to the notice of GRC constituted for the purpose at PMU. This GRC at the PMU level is headed by the GRO 2 - CEO, ASUP and Registrar, ASU, who shall discuss the issue in its meeting and resolve the issues within 15 working days from the day of receiving the grievance by PMU. If the matter is not resolved by GRC at the PMU level within the stipulated time, it shall be referred to GRC at State Level Project Steering Committee by the Principal Secretary, Skill Employment and Entrepreneurship Department (GRO 3) which will resolve the issue within one month of receiving of the complaint at Steering Committee. However, the aggrieved person/party can bring the matter to the Court of Law at any point of time. The PMU and ASU site office shall keep records of all grievances received including contact details of the complainant, date of receiving the complaint, nature of grievance, agreed corrective actions and the date the actions were taken and their final outcome. A complaint register will be maintained at construction site. The cost for the operation of GRM will be accounted for in project cost as part of PMU operation.
✦ Composition of GRC
❯ Site Level Grievance Redress Committee (GRC-Site)
This committee is comprising of Project Technical Manager (PMU, ASUP), Site Engineer (PMU, ASUP), PMU Environment Specialist, PMU Gender and Indigenous Peoples Specialist, DPM, ASDM - Darrang, and one locally elected representative from Panchayat. The GRC-Site will be headed by Project Technical Manager (PMU, ASUP) as GRO -1. GRC at PMU level: GRC at PMU includes the CEO, ASUP & Registrar, ASU, DPD, ASUP, HR & Admin Executive (PMU, ASUP), PMU Gender and Indigenous People Specialist, PMU Environment Specialist, Communication Manager (PMU, ASUP) and Legal Advisor, ASDM. The Committee is headed by the CEO, ASUP & Registrar, ASU. This committee shall look into the matters, which are referred to and not resolved by GRC at site level. If the matter is not resolved by the GRC at PMU level within 15 working days, then the aggrieved person or party can bring the matter to the state level project steering committee (PSC) which is in- charge of the project. Affected person or aggrieved party can approach the GRC for redress of his/her grievance through any of the following modes:
a. Web based: A separate corner has been developed at the ASU website, so that public and affected person can register their complaints in the online column during execution stage.
b. Project Information board: ASU project information board has been installed at the ASU project site. Contact details (name, phone number and email) of GRO is available in the board.
c. Telephone or e-mail based: A telephone number is available on the website of ASU so that general public can register their complaint through telephone/mobile phone. An e-mail id has been created and is available in the ASU website so that a complainant can register a complainant through e-mail as well.
One complaint register is also being maintained at the construction site by the contractor and similarly at the project office where people can register their complaint. In addition to it grievance register format is also available at site and at PMU for people to register their grievances in the prescribed format and put it in the drop-box.
Grievance Redressal Officers
Grievance Redressal Reports
Click below to view the latest grievance redressal report.
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• University Campus: Assam Skill University, Bidya Nagar, Chengeliapara, Mangaldai, Darrang - 784125 • City Office: Assam Skill University, 3rd Floor, DECT Building, Rehabari, Guwahati - 781008