In the present scenario of competition, employees are the whole and sole of the organization. For efficient working and smooth running of an organization, it is important to visualize the problems of the employees and also create a health environment with good working culture. The Company believes not only in recruiting more and more staff but also to retain them for longer duration towards the betterment and success of the organization. Our organization has come up with lots of initiatives, and continues to do so, that are oriented to provide a better complaint redressal mechanism whenever any sort of grievance arises against the organization or against any staff member.

POLICY

Grievance redress policy differs between large and small organizations. A complaint lodged verbally shall be treated as a GRIEVANCE. However, it shall be regarded as formed and formal when the dissatisfaction is recorded and given in writing. Such disputes, which are of a reasonable magnitude, arising out of ill feeling by an employee or group of employees, may be regarded as grievance. The feeling of injustice may be related to wages, mode of its payment, leave, transfer, position/designation, promotion, treatment by superiors, interpretation of service rules or even the food supplied in the pantry/ canteen as the case may be.

The idea of framing this policy, therefore, is to solve the problem and the complaints of the staff. In this policy each and every staff member/ employee has the right to express his/ her grievance and there is a procedure to be followed. The policy has been formulated taking the following in to consideration:

1. Employees are treated fairly at all times.
2. Complaints/ grievances raised by employees are dealt with courtesy and on time.
3. Employees are fully informed of avenues to escalate their complaints/grievances within the organization and alternative remedy if they are not fully satisfied with the response to their complaints.
4.All complaints/ grievances are dealt fairly and efficiently.

In order to make the redress mechanism more meaningful and effective, a structured system has been given shape. This system would ensure that the redress is fair and just within the given frame work of rules and regulations so that the employees would be aware of the complaint handling process.

PROCEDURE

A. FIRST STAGE

1. When an employee has/ faces any grievance, he/she has to report it to his/ her immediate superior. Such immediate superior is expected to give a proper reply or find the solution to the grievance within the time stipulated according to the gravity of the nature of the grievance made.

2. If the matter is not settled or if the resolution offered to him/her is not acceptable to the concerned employee, then the employee can directly contact the DEPARTMENTAL ACTION COMMITTEE (DAC) either through verbal communication or by submitting a written application in person or through mail.

3. The DEPARTMENTAL ACTION COMMITTEE shall have THREE members, one of whom preferably shall be a woman.

4.  The Committee shall investigate the matter and based on the findings it shall prepare a report to present before the Director who shall take the decision on the basis of the report submitted as also the supporting papers/documents.

5. The above stated mechanism is flexible depending upon the situation. In each stage the way of presentation by the two sides is transparent. If there is any ambiguity in the case, a detailed investigation may be got done by the Committee through an expert and the report thereof shall be considered for arriving at a concrete decision.

B. SECOND STAGE

In Second Stage, the employee concerned will be permitted to present his/ her grievance with the help of co- employees/ workers to the Director who in turn listens to the grievance and tries to offer a solution or constitutes a committee according to the merits of the case to look into, considers the report and then passes his order/ directions in response to the grievance/ complaint.
Notwithstanding anything stated above, the setting up of DEPARTMENTAL ACTION COMMITTEE shall not affect the right of the employee to raise dispute on the same matter before any legal forum under any applicable law on the subject.

COVERAGE

Grievance pertaining to or arising out of the following shall not come under the purview of the grievance procedure: ‐

1.  Matters related to collective disputes/bargaining such as salary, allowances, hour of work and other benefits and cases related to disciplinary procedures.

2. Annual performance appraisal /confidential report.

3.  Where the grievance does not relate to individual employee.

4.  Any grievance arising out of removal or dismissal of an employee.

5. Any matter pertaining to the period before the date of joining and or initial appointment.

6.  Any matter relating to terms and conditions of appointment settled prior to joining or appointment.

7. Grievances pertaining to or arising out of disciplinary action or appeal against such action shall be channeled to the Competent Authority as laid down under the Conduct and Discipline Rules of the Company and in such cases the grievance redressal procedure shall not apply.

8. Any other as may be decided with the approval of the Director.

INTERPRETATION AND AMENDMENTS

Notwithstanding anything contained above, the Director may modify, alter, delete, or add any clause or sub‐clause to this Policy as and when considered necessary for the efficient conduct of the Company’s business. The Director shall be the final authority in the interpretation of this Policy and in the cases not covered by this Policy, his decision shall be final.