GRIEVANCE REDRESSAL POLICY

1. Purpose

The purpose of this Grievance Redressal Policy is to provide a transparent, fair, and timely mechanism for addressing complaints or concerns raised by stakeholders. The policy ensures that grievances are handled with confidentiality, respect, and without fear of retaliation.


2. Scope

This policy applies to all stakeholders, including:

  • Employees
  • Customers/Clients
  • Vendors/Partners
  • Students/Parents (if applicable)
  • Any other individuals directly associated with the organization

3. Definitions

Grievance: Any concern, complaint, or dissatisfaction regarding practices, policies, decisions, service quality, behavior, or any other matter perceived as unfair or improper.

Complainant: The individual raising the grievance.

Grievance Officer/Committee: The authorized person or group responsible for receiving, investigating, and resolving grievances.


4. Principles

The grievance mechanism is based on the following principles:

  • Accessibility: Easy to submit complaints.
  • Transparency: Clear processes and timelines.
  • Fairness: Impartial inquiry and equal opportunity to be heard.
  • Confidentiality: Sensitive information is protected.
  • Timeliness: Prompt acknowledgment and resolution.
  • Non-Retaliation: No victimization of the complainant.

5. Grievance Submission Process

Grievances may be submitted through any of the following channels:

  • Written complaint (email or letter)
  • Online grievance form
  • Complaint drop box (if applicable)
  • Direct meeting with the Grievance Officer

Required Information:

  • Name and contact details of complainant
  • Description of grievance
  • Date(s) and details of the issue
  • Supporting documents, if any

Anonymous complaints may be considered based on merit.


6. Grievance Redressal Procedure

Step 1: Acknowledgment (Within 2-5 working days)

The Grievance Officer acknowledges receipt of the complaint and records it in the grievance register.

Step 2: Assessment & Investigation (Within 7-15 working days)

  • Preliminary assessment is performed to determine validity.
  • Meetings or interviews may be conducted with concerned parties.
  • All information is reviewed objectively.

Step 3: Resolution & Response (Within 15-30 working days)

A written response is provided to the complainant with the outcome, actions to be taken, or reasons if the grievance is not upheld.

Step 4: Appeal (Within 15 working days of receiving the decision)

If the complainant is dissatisfied, they may appeal to a higher authority or committee. The final decision after appeal is binding.


7. Responsibilities

Grievance Officer

  • Receive, document, and acknowledge grievances
  • Conduct impartial investigations
  • Maintain records
  • Ensure timely resolution

Management

  • Support the grievance process
  • Implement corrective actions
  • Ensure a fair environment

Complainant

  • Provide accurate and complete information
  • Cooperate during the investigation

8. Confidentiality

All grievances are handled with strict confidentiality. Information is shared only with individuals necessary for resolution.


9. Protection Against Retaliation

No complainant will face victimization, discrimination, or retaliation for reporting a grievance in good faith.


10. Record-Keeping

All grievances and related actions are documented and stored securely for audit and review.


11. Review of Policy

This policy is reviewed annually or as needed to ensure effectiveness and compliance with legal requirements.


Contact for Grievances: For any grievances or queries, please send an email to info@adsreverb.com