AIOU’s Complaint Management Centre activated

By Abdul Qadir Qureshi
(Pakistan News & Features Services)

An Online-Complaint Management Centre of Allama Iqbal Open University (AIOU), set up at its main campus in Islamabad, has got fully activated to attend students’ queries and complaints on fast-track bases. Queries are handled in real time, while the complaints or suggestions received through the Centre are given urgent attention by the relevant department. An average of 8,000 calls is received per month. 

The staff of the university’s Helpline and the Call Centre has been advised by Vice Chancellor Prof Dr Shahid Siddiqui, to provide effective support to the students in addressing their queries and complaints, The queries are mostly related to admission, examination or the mailing books. 

Their prompt handling is being ensured so that students while sitting at their home and work places could pursue their study, without any inconvenience, he added. The students can feel free to call at its help-line (051-11112468) for any query or assistance. 

A software has been installed to record their complaints, whether received directly or through emails, letters or telephone. On receiving complaints, these are immediately referred to the relevant departments. As soon as complaint is received, an online ticket is generated through which a student can track the status of respective complaint. 

Meanwhile, an action plan has been prepared to strengthen students’ support system, providing them best possible facilities in their educational pursuits. 

“The AIOU being the mega university in public sector wanted to cater the educational needs of its around 1.4 million students through a well-managed system. He reiterated that the support system will remain the top priority in his on-going efforts of bringing about qualitative improvement in the University’s overall administrative system,” the Vice Chancellor revealed 

“A technology-based strong tracking-system has already been introduced to facilitate the students for having necessary information relating to their admissions, degrees or books mailing’s status,” he added. 

“The SMS service is also being utilized to communicate with the students that help them to check the status of their books or about their application for degree. A plan has also been prepared to revise the content and layout of textbooks, updating them according to recent developments and students’ needs,” Prof Dr Shahid Siddiqui further disclosed.