Prakrtireva Saranam Foundation believes in accountability and responsiveness. This Grievance Redressal Policy provides a clear, fair, and accessible mechanism for any individual to raise concerns, complaints, or feedback related to the Foundation's activities, staff, or services.
Purpose
This policy ensures that all grievances are heard, acknowledged, and resolved in a timely and transparent manner, upholding the trust placed in us by our donors, volunteers, beneficiaries, and the public.
Who Can File a Grievance
Any individual may file a grievance, including:
- Donors and supporters
- Volunteers and interns
- Beneficiaries and community members
- Staff and consultants
- Partner organisations
- Members of the public
How to File a Grievance
Grievances can be submitted through any of the following channels:
- Email: Send your complaint to info@prakrtirevasaranam.org with the subject line "Grievance".
- Written letter: Address it to the Grievance Officer, Prakrtireva Saranam Foundation, at our registered office.
- In person: Speak with any programme coordinator who will document and forward the complaint.
Please include your name (or indicate if you wish to remain anonymous), contact details, a description of the issue, and any supporting information.
Acknowledgement
All grievances will be acknowledged within 3 working days of receipt with a reference number for tracking.
Resolution Timeline
- Simple complaints: Resolved within 7 working days.
- Complex matters: Resolved within 21 working days. If additional time is required, the complainant will be informed with a revised timeline.
Escalation Process
If the complainant is not satisfied with the resolution:
1. First escalation: The matter is reviewed by the Head of Operations within 7 working days. 2. Second escalation: The matter is referred to the Board of Directors for final review within 14 working days.
The Board's decision is final and binding.
Confidentiality
All grievances are handled with discretion. Personal details of the complainant will not be disclosed without consent unless required by law.
No Retaliation
The Foundation prohibits any form of retaliation against individuals who file grievances in good faith.
Contact
For questions about this policy or to submit a grievance, email info@prakrtirevasaranam.org.