Grievances and Complaints Committee

The Grievances and Complaints Committee at An-Najah National University ensures fair and transparent resolution of concerns from students, faculty, and staff. Committed to justice and institutional integrity, the committee addresses academic, administrative, and professional grievances through an impartial process, fostering a supportive university environment.

Objectives

The primary objectives of the Grievances and Complaints Committee include:

1. Establishing a clear, structured, and impartial grievance resolution process.

2. Ensuring that complaints are handled fairly, confidentially, and in a timely manner.

3. Promoting a culture of accountability and transparency within the university community.

4. Strengthening communication between the administration and stakeholders to prevent and resolve conflicts effectively.

5. Upholding the rights of students, faculty, and staff while ensuring adherence to university policies and regulations.

6. Encouraging open dialogue and constructive feedback to enhance institutional trust and governance.

7. Facilitating early resolution of disputes to prevent unnecessary escalation and foster a positive academic and professional environment.

Membership Structure

To ensure impartiality and professionalism in grievance resolution, the committee comprises:

1. Chairperson: A senior university administrator responsible for overseeing the committee's operations and ensuring fair proceedings.

2. Faculty Representatives: Faculty members from different colleges who provide academic and professional insights.

3. Legal Advisor: A staff member from faculty of Law who ensures compliance with institutional policies and regulations.

4. Human Resources Representative: A staff member responsible for addressing grievances related to employment and workplace issues.

5. Student Affairs Representative: A university official who addresses student-related concerns and contributes to policy improvements.

6. Administrative Assistant or Faculty Member: Responsible for recording minutes and maintaining grievance records.

Roles and Responsibilities

The Grievances and Complaints Committee is responsible for:

• Receiving and reviewing complaints related to academic performance, faculty conduct, administrative decisions, discrimination, and other university-related concerns.

• Conducting thorough investigations by gathering relevant information, interviewing involved parties, and evaluating evidence.

• Facilitating mediation to help resolve disputes amicably and prevent unnecessary escalation.

• Ensuring adherence to policies by aligning grievance procedures with university regulations and legal standards.

• Maintaining confidentiality to protect the privacy of all parties involved in the grievance process.

• Providing recommendations for corrective actions or policy improvements to prevent recurring issues.

• Keeping accurate documentation of complaints, investigations, resolutions, and recommendations for future reference and institutional analysis.

• Promoting awareness and communication by educating the university community on grievance procedures and keeping complainants informed about case progress.

• Monitoring and evaluating outcomes to enhance the effectiveness of grievance resolution procedures and improve institutional practices.

Meeting Schedule

The committee convenes as needed, with a minimum of two meetings per year, depending on caseload. If an in-person meeting is deemed unnecessary, a teleconference may be held to address pending grievances efficiently.

Complaint Submission and Resolution Process

1. Submission: Students, faculty, or staff may submit grievances through an online portal, email, or in person at the designated office.

2. Review & Acknowledgment: The committee acknowledges receipt of the complaint and assesses its validity.

3. Preliminary Assessment: The committee determines if the complaint falls within its jurisdiction and whether informal resolution is possible.

4. Investigation: A comprehensive and impartial inquiry is conducted, including discussions with relevant individuals, evidence collection, and legal consultation where necessary.

5. Hearing (if required): A formal hearing may be convened to allow involved parties to present their perspectives and supporting documentation.

6. Resolution & Decision: The committee deliberates on findings and proposes a resolution aligned with university policies and ethical considerations.

7. Communication of Decision: The complainant is formally notified of the outcome, along with any potential appeal procedures.

8. Implementation & Follow-up: If required, the committee ensures that resolutions are effectively implemented and follows up on their impact.

9. Appeals Process: If the complainant is dissatisfied with the outcome, they may escalate their grievance to a higher university authority within a specified timeframe.

Reporting Structure

The Grievances and Complaints Committee reports directly to university president, ensuring institutional accountability and continuous improvement in addressing concerns.

Confidentiality and Ethical Standards

The committee upholds strict confidentiality and ensures ethical grievance handling. Retaliation against complainants is strictly prohibited, and all proceedings are conducted with professionalism, impartiality, and fairness. Key confidentiality measures include:

• Secure handling of grievance records.

• Restricted access to sensitive case files.

• Anonymous submission options for individuals with privacy concerns.