Grievance Redressal Policy

Last updated: July 15, 2023

This policy outlines our commitment to addressing grievances in a fair, transparent and time-bound manner as per our Citizen Charter and organizational bylaws.

1. Purpose

The purpose of this Grievance Redressal Policy is to:

  • Establish a mechanism for receiving and addressing complaints
  • Ensure timely resolution of grievances
  • Maintain transparency in the redressal process
  • Improve service delivery based on feedback
  • Comply with our Citizen Charter commitments

2. Scope

This policy applies to all grievances related to:

  • Service delivery issues
  • Staff behavior or conduct
  • Violation of policies or procedures
  • Non-compliance with Citizen Charter commitments
  • Any other matter affecting stakeholders

Note: Matters already under legal proceedings are excluded from this policy.

3. Grievance Redressal Process

1
Submission

Grievances may be submitted through:

  • Online complaint form on our website
  • Email to grievances@orangetheme.com
  • Written complaint submitted in person or by post
  • Designated complaint boxes at our offices
2
Acknowledgement

All grievances will be acknowledged within 2 working days of receipt. The acknowledgement will include:

  • Unique tracking number for reference
  • Name and contact details of the handling officer
  • Expected timeline for resolution
3
Investigation

The grievance will be investigated by the designated officer who may:

  • Request additional information if needed
  • Consult relevant departments
  • Examine records and documentation
4
Resolution

Based on the investigation, appropriate action will be taken to resolve the grievance within 15 working days (or as specified in Citizen Charter).

5
Communication

The resolution will be communicated to the complainant through their preferred mode of contact, including:

  • Details of actions taken
  • Reasons if grievance cannot be resolved as requested
  • Information about appeal process if applicable

4. Timelines

We commit to the following resolution timelines as per our Citizen Charter:

Type of Grievance Maximum Resolution Time
Simple grievances (requiring no investigation) 5 working days
Complex grievances (requiring investigation) 15 working days
Highly complex matters 30 working days (with interim updates)

If additional time is required, the complainant will be informed in writing with reasons for delay.

5. Appeal Process

If a complainant is not satisfied with the resolution, they may appeal within 15 days of receiving the decision:

  • Appeals must be submitted in writing to the Appellate Authority
  • Appeals will be reviewed by a senior officer not involved in the initial decision
  • Appeal decisions will be communicated within 15 working days
  • The decision of the Appellate Authority will be final

6. Monitoring & Reporting

To ensure effectiveness of this policy:

  • All grievances will be recorded in a central register
  • Monthly reports will be prepared for management review
  • Annual reports will be published showing grievance statistics
  • Trend analysis will be conducted to identify systemic issues

7. Responsibilities

Grievance Redressal Officer:

  • Receive and acknowledge grievances
  • Ensure proper investigation and timely resolution
  • Maintain records and documentation

Appellate Authority:

  • Review appeal cases
  • Provide final decisions on unresolved grievances
  • Recommend policy improvements

8. Contact Information

For submitting grievances or inquiries about this policy:

Grievance Redressal Officer
  • Name: Mr. John Smith
  • Email: gro@orangetheme.com
  • Phone: +1 (555) 123-4567
  • Office Hours: 9:00 AM - 5:00 PM (Mon-Fri)
Appellate Authority
  • Name: Ms. Sarah Johnson
  • Email: appeals@orangetheme.com
  • Phone: +1 (555) 987-6543
  • Office Hours: 10:00 AM - 4:00 PM (Tue-Thu)

Mailing Address:
Grievance Redressal Cell
Orange Theme Organization
123 Governance Street
Policy City, PC 12345
United States