Grievance Policy
Equip India Charitable Trust (EICT India) is committed to maintaining an environment of trust, transparency, and accountability in all its activities. We value the feedback and concerns of our stakeholders, including employees, volunteers, beneficiaries, donors, and community members. This Grievance Policy provides a structured process for addressing complaints and resolving issues fairly, efficiently, and confidentially.
1. Purpose of the Grievance Policy
The purpose of this policy is to:
- Provide a formal mechanism for stakeholders to raise concerns or complaints.
- Ensure complaints are handled with respect, impartiality, and confidentiality.
- Maintain trust and uphold ethical standards within the organization.
- Continuously improve our services by learning from grievances.
2. Scope of the Policy
This policy applies to all stakeholders of Equip India Charitable Trust, including but not limited to:
- Employees and staff
- Volunteers and interns
- Beneficiaries and their families
- Donors and sponsors
- Community members and partners
- Grievances may relate to workplace issues, program services, conduct of staff or volunteers, discrimination, safety, or any other matter that may affect an individual’s engagement with Equip India Charitable Trust.
3. How to File a Grievance
Stakeholders may raise grievances through one of the following methods:
- Written Complaint: Submit a written complaint via email or mail, addressed to the Grievance Redressal Officer. Include details of the grievance, relevant dates, parties involved, and any supporting documentation. Email: [email protected]
- Mailing Address: Grievance Redressal Officer, Equip India Charitable Trust, #95, ‘Amazing Grace’, Mangal Oni, Karwar Road, Hubli, Dist.: Dharwad, Karnataka, India – 580029.
- Verbal Complaint: If preferred, complaints can also be submitted verbally by contacting the Grievance Redressal Officer during office hours. A written summary of the grievance will be created with the complainant’s assistance.
4. Grievance Handling Procedure
Equip India follows a structured procedure to ensure that grievances are addressed promptly and effectively:
- Acknowledgment: Upon receipt of a grievance, an acknowledgment will be sent within 5 working days, confirming that the complaint is under review.
- Investigation: The Grievance Redressal Officer will conduct a thorough investigation of the grievance, which may include gathering relevant documentation, interviewing parties involved, and consulting with relevant staff members.
- Resolution: Based on the findings, a resolution will be proposed within 15 working days of receiving the grievance. If the investigation requires more time, the complainant will be informed of the delay and an estimated timeline.
- Communication of Outcome: The outcome of the grievance investigation and any corrective actions will be communicated to the complainant. In cases where the grievance cannot be fully resolved, further steps may be discussed to ensure the matter is addressed fairly.
5. Confidentiality
Equip India is committed to maintaining confidentiality throughout the grievance process. Information related to a grievance will only be shared on a need-to-know basis with relevant personnel involved in resolving the issue.
6. Protection Against Retaliation
Equip India strictly prohibits any form of retaliation against individuals who raise grievances in good faith. Retaliation or any adverse treatment against complainants, witnesses, or anyone participating in the grievance process will not be tolerated and may result in disciplinary action.
7. Appeal Process
If the complainant is dissatisfied with the resolution, they may submit an appeal in writing within 10 working days of receiving the outcome. Appeals will be reviewed by a senior official or an independent panel, and a final decision will be communicated within 10 working days of receiving the appeal.
8. Continuous Improvement
Equip India views grievances as valuable feedback for improvement. All grievances are reviewed periodically to identify trends and opportunities to enhance policies, services, and organizational practices.
9. Contact Information
For any questions or concerns regarding this Grievance Policy or to submit a grievance, please contact us:
- Grievance Redressal Officer: Anthony George
- e-Mail: [email protected]
- Phone: +91 96865 00247, +91-836-4264173
- Address: Equip India Charitable Trust, #95, ‘Amazing Grace’, Mangal Oni, Karwar Road, Hubli, Dist.: Dharwad, Karnataka, India -580029