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    Staff Grievance Redressal Policy

    Uploaded by

    Kumar Kishlay
    The document outlines the staff grievance redressal policy and procedures of Margdarshak Financial Services Ltd. It details the coverage of grievances, disqualifications, procedures for filing grievances, and the escalation process. The grievance redressal process involves initially raising issues with supervisors, then the staff grievance redressal officer, and ultimately the staff grievance redressal committee if still unsatisfied. All attempts will be made to resolve any grievances within 30 days.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Staff Grievance Redressal Policy

    Uploaded by

    Kumar Kishlay
    684 views6 pages
    The document outlines the staff grievance redressal policy and procedures of Margdarshak Financial Services Ltd. It details the coverage of grievances, disqualifications, procedures for filing grievances, and the escalation process. The grievance redressal process involves initially raising issues with supervisors, then the staff grievance redressal officer, and ultimately the staff grievance redressal committee if still unsatisfied. All attempts will be made to resolve any grievances within 30 days.

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    Staff-Grievance-Redressal-Policy

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    The document outlines the staff grievance redressal policy and procedures of Margdarshak Financial Services Ltd. It details the coverage of grievances, disqualifications, procedures for filing grievances, and the escalation process. The grievance redressal process involves initially raising issues with supervisors, then the staff grievance redressal officer, and ultimately the staff grievance redressal committee if still unsatisfied. All attempts will be made to resolve any grievances within 30 days.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    684 views6 pages

    Staff Grievance Redressal Policy

    Uploaded by

    Kumar Kishlay
    The document outlines the staff grievance redressal policy and procedures of Margdarshak Financial Services Ltd. It details the coverage of grievances, disqualifications, procedures for filing grievances, and the escalation process. The grievance redressal process involves initially raising issues with supervisors, then the staff grievance redressal officer, and ultimately the staff grievance redressal committee if still unsatisfied. All attempts will be made to resolve any grievances within 30 days.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 6

    MARGDARSHAK FINANCIAL SERVICES LTD.

    STAFF GRIEVANCE
    REDRESSAL POLICY AND
    PROCEDURES
    2018
    STAFF GRIEVANCE REDRESSAL POLICY AND PROCEDURES

    1. Preface................................................................................................................................................................................
    2. Coverage ............................................................................................................................................................................
    3. Disqualification ..................................................................................................................................................................
    4. Procedure for filing of Grievances .....................................................................................................................................
    5. Process of Staff Grievance Redressal Mechanism/ Escalation process .............................................................................
    6. Closure of Complaint .........................................................................................................................................................
    7. Process Flow ......................................................................................................................................................................

    2
    STAFF GRIEVANCE REDRESSAL POLICY AND PROCEDURES

    1. Preface
    1.1. Margdarshak believes in maintaining good relationship with the employees to maintain
    and preserve the dignity of the employee. Good employer employee relationships go a
    long way in preserving the employees for a longer tenure and in building their trust.
    1.2. Any sort of dissatisfaction or discontent among the employees, if attended, makes the
    employee feel a sense of lack of justice and fair play and the complaint then assumes a
    status of grievance. A grievance needs to be redressed in order to bring about the smooth
    functioning of the individual in the organisation. Accordingly, the Staff Grievance
    Redressal Policy has been put in place which will offer an open communication channel
    for the staff to discuss their grievances.
    1.3. The policy aims at creating a healthy working environment for all the employees of
    Margdarshak.

    2. Coverage
    Staff grievances can be filed in cases of employee dissatisfaction/complaint as described below:
    2.1. Any discontent related to infrastructure which hinders the smooth functioning of the
    activities of the employee or jeopardises health and safety of the employee. For example
    these may include health, sanitation or safety related issues, or software and hardware
    related problems.
    2.2. Any discontent related to salary, incentive and employee loan.
    2.3. Any discontent related to processing of bills eg travel and lodging, delay in receiving
    stationery from Head Office, delay in joining formalities etc.
    2.4. Proper training not received by staff or training not useful/adequate for the role.
    2.5. Improper work sharing within the team, a particular person burdened with work, long
    working hours etc.
    2.6. Any discontent related to delay in appraisals and promotions or transfers.
    2.7. Delay in receiving leaves and working on holidays.
    2.8. Female employee facing sexual discrimination at workplace or workplace safety not
    maintained for women.
    2.9. Gaps in communication of policy changes, non availability of contact information of
    senior staff.

    The examples mentioned above are only indicative and not exhaustive. In case of any such
    unsolved complaints, the employee can choose to use the staff grievance policy. Also, to seek
    any long awaited information sought by the employee from any support department at Head
    Office, the employee can route his/her grievance through the Staff Grievance Redressal Officer
    (SGRO).

    3. Disqualification
    3.1. All grievances related to fraud/suspected fraud or sexual harassment at workplace will
    be covered under ‘The Whistle Blower Policy’ and ‘Sexual Harassment Policy’
    respectively and is excluded from the purview of this policy.

    3
    STAFF GRIEVANCE REDRESSAL POLICY AND PROCEDURES

    3.2. Any grievance raised by more than one employee and is of collective nature. The Staff
    Grievance Committee shall only entertain cases raised by individual employees.

    4. Procedure for filing of Grievances


    4.1. Phone Call: Employees can contact the Staff Grievance Redressal Officer at
    7704805765;
    4.2. Written Complaint: Employees can write to [email protected] or
    post their written complaint to the registered address of the Head Office as mentioned
    below:

    Staff Grievance Redressal Officer


    Plot No. 118, Dayal Farms,
    Ganeshpur - Rehmanpur,
    Dewa Road, Lucknow- 226019

    4.3. Walk ins: Employees can meet the Staff Grievance Redressal Officer in person at Head
    Office and register their grievance

    5. Process of Staff Grievance Redressal Mechanism/ Escalation process


    5.1. The staff member must make all efforts to resolve the grievances at the immediate or
    next supervisor level in Weekly Review Meetings (applicable for Operations Team).
    5.2. If the staff member has communicated the issue but no solution is given within the
    reasonable time or he/she is not satisfied with the solution provided he can contact the
    next immediate supervisor or the Staff Grievance Redressal Officer at the Head Office in
    case the immediate supervisor reports directly to the Head Office. The staff member can
    also use the above channel if he/she has a grievance against his supervisor.
    5.3. After passing through the above steps if the staff is not satisfied then he can escalate his
    issue directly to the Staff Grievance Redressal Officer at Head Office. The employee can
    choose to remain anonymous. Employees can give written complaint in closed envelope
    marked in Private and Confidential and marked to Staff Grievance Redressal Officer.
    5.4. At the head office, the Staff Grievance Redressal Officer has to maintain the log of
    grievances in the “Staff Grievance excel sheet” and provide complaint reference number
    to the complainant within 1 working day. He/she is required to maintain the details of
    the open complaints, complaints in progress and the complaints closed.
    5.5. The Staff Grievance Redressal Officer (SGRO) shall forward the complaint to the
    relevant department within 1 day of receipt of the complaint.
    5.6. The Department will in turn inform the SGRO about the closure of the employee
    grievance. If the SGRO does not receive any feedback from the concerned department
    within a period of 7 days, then the issue will be escalated to the Department Head. The
    Staff Grievance Redressal Officer will ensure that the grievance is resolved within a
    period of 14 days. The SGRO will hence communicate to the staff the resolution as
    provided by the department.

    4
    STAFF GRIEVANCE REDRESSAL POLICY AND PROCEDURES

    5.7. In case the Grievance is baseless or cannot be resolved, the SGRO will communicate the
    same to the complainant concerned over phone or by email.
    5.8. If the staff is still unsatisfied with the resolution that is communicated by the SGRO then
    he can contact the Staff Grievance Redressal Committee in the Head Office which is
    constituted by the following members
    Rahul Mittra (Chairman)
    Santosh Kulshreshtha- Staff Grievance Redressal Officer
    Gagandeep Sehgal-Member
    Ram Shankar Mishra, Member
    5.9. The aggrieved employee can also meet the member/s of the Staff Grievance Redressal
    Committee personally and explain the issue.

    6. Closure of Complaint
    6.1. In any case all attempts will be made to close the complaint within 30 days.

    5
    7. Process Flow
    <Staff Grievance Redressal Policy_Process Flow>
    <within 7 days of receipt of formal complaint> <14 days> <30 days>

    Staff reports his grievance to Staff makes a formal If the grievance falls under the
    <Staff>

    his immediate supervisor. If complaint to the Head- purview of Sexual Harassment or


    complaint is against the HR (Staff Grievance fraud then the staff will be informed to
    supervisor then escalate his Redressal Officer- submit a written complaint to the
    grievance to his next SGRO) if not satisfied Internal Complaints Committee or
    supervisor with the resolution Head of Internal Audit

    SGRO will report the SGRO will cross check


    grievance to the In case grievance is with the staff and note
    SGRO records the
    not closed by whether satisfied with
    <HRD>

    grievance in a excel sheet concerned department


    Staff makes a head. Concerned Dept concerned dept, resolution. If not then fix
    (google docs) and provide
    complaint to the will close the complaint SGRO to give staff appointment with the
    complaint number to the
    SGRO within 7 days. SGRO in reminder and close Staff Grievance
    staff within 1 day of receipt
    turn will communicate the grievance within Committee
    of grievance
    through staff preferably 14 days
    over email or phone call
    <Committee>

    If the grievance does not fall


    under the purview of HRD HRD/Audit gives a
    Committee takes a decision on
    then the matter is taken to detail report to the
    action to be taken
    the committee. The Committee
    committee conducts a detail
    investigation through HRD/
    Audit

    Staff Grievance Redressal

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