EFFECTIVENESS OF GRIEVANCE REDRESSAL MECHANISM: STUDENTS’ PERCEPTIONS AT THE UNIVERSITY OF PESHAWAR

Abstract

This study examines the effectiveness of the Grievance Redressal Mechanism at the University of Peshawar by exploring students’ perceptions of awareness, accessibility, fairness, confidentiality, timeliness, satisfaction, and overall functionality. Quantitative research was conducted using a structured questionnaire administered to undergraduate and postgraduate students across five faculties. Participants were recruited through purposive sampling, and data were analyzed using descriptive statistics. Findings indicate that students had limited awareness of the Grievance Redressal Mechanism and its procedures. Accessibility was a major concern, and perceptions of fairness and confidentiality were low. Timeliness and overall satisfaction with the mechanism were also inadequate. These results suggest that structural and procedural deficiencies hinder the effectiveness of the mechanism, leading students to rely on informal channels such as peer networks or social media to address grievances. The study concludes that the current Grievance Redressal Mechanism is largely ineffective and emphasizes the need for institutional reforms to improve procedural clarity, equitable access, confidentiality, and prompt resolution. Addressing these issues can enhance student engagement, strengthen trust in institutional processes, and increase the overall functionality of grievance management at the university.