SP Institute of Workforce Development Pvt Ltd (SPIWD) recognizes the need for protecting the interest of its Employees, clients & other stakeholders. Establishing an effective and efficient Grievance Redressal Mechanism will contribute to building a long-term relationship with its stakeholders and overall sustained development of the organization. Timely redressal of grievance results in higher stakeholders’ satisfaction which in turn leads to increased outreach of the clients/stakeholders and also helps in retaining the existing ones. It also serves as a Risk Management Tool in providing early warning signals for Operational Risks. Hence the Client/stakeholders Grievance Redressal Policy and Procedure document is aimed at minimizing incidences of client complaints and grievances through proper service delivery and review mechanism and to ensure its prompt redressal.
Grievance: Grievance means a formal complaint–includes any kind of d is content or dissatisfaction or negative perception, whether expressed or not, arising out of anything connected with company that a student or parent or staff member thinks, believes, or even feels, is unfair, unjust or inequitable.
Grievant: Grievant means a Employees, Freelancer Assessor, Training Partner or their staff member or any other stake holder which directly effects the conduct of course of business of the company
This SOP is meant for Employees pf SPIWD, Freelancer assessors/ Training partners or any other stake holders in relation to the business of the company.
4) Coverage of the Policy
Stakeholders Grievance can be filed in case of client dissatisfaction/complaint as described below:
a) Pilferage of confidential /personal information of the stakeholders.
b) Breach of Code of Conduct of the company and assessment process
c) Breach of Scheme Guidelines in conduct of assessment process
d) Assessment Centre related issues like Assessor/Proctors asking favors to influence outcomes of the assessments. There could be other issues like misdemeanor of the Assessor/Proctor.
e) Payment related issues.
f) Issues on Conduct of any employee.
g) Incident/possible incident of sexual harassment.
h) Policy should not be used to bring to light personal matters of another person which are no way connected to the organization.
5) Grievance Cell-
SPIWD is committed to providing a safe, fair and harmonious working environment for its employees and external stakeholders like Training provider, Trainees and Assessor. Grievance Cell is being set up for handling day-to-day grievances related to TP, Assessor and Trainees or any other stake holder in relation to our business.
SPIWD Grievance Cell facilitates the resolution of grievances in a fair and impartial manner involving the respective functional department maintaining necessary confidentiality, as the case may be.
Any stakeholder with a genuine grievance may approach SPIWD Grievance redressal cell to submit his/her grievance in writing. The Grievance may also be submitted through email
6) Grievance Redressal Committee:
7) Functions of the Committee:
To provide with proper advocacy to stakeholders to express their grievances freely and frankly without any fear of being victimized;
To ensure that there is no reprisal of any kind against any applicant, witness, or any other participant in the grievance redressal process by reason of such participation in the grievance process.
To analyse the merits of grievances and conduct formal hearings and investigation as the case may be o to protect the privacy and confidentiality of all parties during the investigation, consistent with and subject to the policy guidelines;
To obtain the facts through relevant sources in a fair and objective manner, to work out a resolution of the issues involved with the parties named in the grievance application;
To ensure speedy disposal of every grievance application - within a maximum period of one month of the receipt of application;
8) Modes to Raise Grievance:
1. Online: Mail to the sent to the following email with the details of the grievance raised and the grievant contact details
2. Offline: The grievance can be reported via letter sent to SPIWD registered address:
9) Standard Operating Procedure (SOP) for Handling Grievance-
1. On receipt of complaint / grievance, Grievance Committee shall segregate the complaint, forward the grievance to the concerned department to get the appropriate response
2. The concerned committee shall investigate the cases directed accordingly
3. If required, a clarification from the concerned may be taken
4. The grievant shall be informed about the action taken by the committee
5. If the complaint / grievance is found invalid, the complainant and the person against whom the complaint is made, will be informed accordingly and penal action may be taken
6. The complaint in any case shall be resolved within 30 working days of its receipt
Grievance Redressal Process-
10) Closure of the Complaint
The complaint shall be considered as disposed of and closed when:
a. the grievant has indicated acceptance of the resolution;
b. the grievant has not responded within four weeks from the date of receipt of information on resolution The proceeding concerning each grievance will be recorded in a systematic manner. The information relating to the proceedings shall be treated as confidential and can be viewed only by the members of Grievance Redressal Committee, for the purpose of investigation.
All complaints ensured to be closed within one month.
11) Conduct of Grievant and Company
The grievant would maintain the confidentiality of complaint and under no circumstances speak/write/publish any content on any media which brings disrepute to the company. on event of such case happening, all proceedings would be stopped and legal proceedings would be initiated. All such matters will be subject Gautam Budha Nagar UP Jurisdiction.
12) Communication of Grievance Redressal Mechanism
a) Grievance Redressal Mechanism, is prominently displayed in the Offices.
b) All Client facing employees will inform clients about the Grievance Redressal Mechanism every time they visit clients on Monitoring visits.
c) Name of the Grievances Redressal officer ( GRO), email id is mentioned on every assessment confirmation and scheduling mail.
d) Employees is trained about the need to ensure that all Stakeholders are aware of the Grievance Redressal Mechanism.
Grievance Redressal Cell will collect formal feedback from relevant stakeholders (Assessor, Training Partner, etc.) from time to time; especially from the parties involved, on account for reviewing and improving the grievance handling and redressal process.
14) Policy Review
The Policy shall be reviewed annually.
15) GENERAL GUIDELINES:
a) The grievance must always be in the form of a detailed written complaint submitted via email at grievances at firstname.lastname@example.org and email@example.com or in person with hand written complaint to the Officer-In-Charge of Grievance Redressal Cell, within 15 days from the date of occurrence of the event giving rise to the grievance.
b) Formal grievance complaint shall include: a clear and concise statement of the event/issues, and a summary of steps taken, if any, by the grievant to resolve the problem or issues prior to the filing
c) a reasonably detailed description of the relevant facts, including the name/s of person/s, copies of relevant documents or other evidence relevant to the grievance
d) full name, contact information of the person escalating/initiating the grievance complaint
e) Group Grievance: If, it is a group grievance, list of all persons who are parties to the grievance to be attached. The list must include each person's name, email ID, Phone number, etc. The list must also designate one individual as spokesperson for the group.
f) Timeframe: It shall be the endeavour of the Grievance Redressal Committee to ensure redressal/disposal of every grievance within a period of one month of the receipt of application/grievance complaint.
g) Prohibition against Retaliation: SPIWD will strictly prohibit retaliation against any grievant, witness, or any other participant in the grievance redressal process by reason of such participation. Any concerns about the retaliation related to this process should be disclosed by the party to the Grievance Redressal Committee via firstname.lastname@example.org
h) No proxy will be allowed: The aggrieved party or assessor or Training partner shall have to apply individually and represent his/her case before the Grievance Redressal Committee – in other words no proxy will be allowed to represent his/her case
i) Confidentiality: SPIWD shall maintain confidentiality of information shared throughout the grievance process. All information collected will be treated as confidential and will not be disclosed to third parties without the consent of the parties involved. However, disclosures may be required for the purpose of factfinding or efforts to resolve the grievance. Parties involved in the grievance process will also have to maintain the confidentiality of the information discussed during the fact-finding process and the identity of the grievant.
j) Documentation: The information relating to the proceedings of grievances shall be treated as confidential and can be viewed only by the members of Grievance Redressal Committee, for the purpose of investigation. In order to monitor the redressal process from time to time the Grievance Redressal Cell shall maintain a grievance register under the supervision of Officer-in-Charge of Grievance Redressal Cell, which shall contain the following heads. The register will be treated as confidential and may not be accessed by anyone other than the members of Grievance Redressal Committee.
k) Appeals: If, the grievant is dissatisfied with the decision/ resolution of the Grievance Redressal Committee, then he/she can appeal the decision to the Arbitrator within seven days of the receipt of the committee’s decision. Such arbitrator would be jointly appointed by both parties. The Arbitrator shall provide final decision as speedily as possible as but not later than a month of receipt of the grievance. All cost related to arbitration would be equally shared by both parties.
The following complaints/grievances shall not be construed by the Grievance Redressal Cell for consideration and disposal:
1) Decisions of the Academic Council/Assessment Committees constituted by SPIWD.
2) Decisions with regard to disciplinary matters and misconduct of employees/Assessors.
3) Decisions with regard to the recruitment and selection
4) Decisions by competent authority on assessment and examination result/ revaluation or remarking of answer sheets.
5) Anonymous and frivolous complaints will not be entertained/processed
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