Grievance Redressal Policy
How to raise a complaint, what to expect and how we handle privacy, safeguarding and payment concerns.
On this page
1. Purpose and scope
We want to hear about problems so that we can fix them. This policy explains how to raise a grievance and how we will handle it. It applies to privacy concerns, website and content complaints, payment issues, volunteer or staff conduct, safeguarding concerns and any alleged breach of our policies.
2. Our Grievance Officer
- Grievance Officer
- yet to be appointed
- contact@sangathya.org
- Postal address
- Registered address will be published once registration is complete
- Response hours
- Monday to Friday, excluding public holidays.
The Grievance Officer is responsible for receiving, acknowledging, coordinating and responding to grievances. We will update the officer’s name and contact details once the appointment is made.
3. How to raise a concern
You can write to the Grievance Officer by email or post. If you need an alternative method because of accessibility, language or safety concerns, tell us and we will try to accommodate it.
Please include:
- Your name and contact details, unless you wish to remain anonymous.
- The policy, person, programme or transaction involved.
- What happened, when and where.
- Any relevant documents, screenshots, transaction references or names of witnesses.
- The outcome you are seeking.
If you are reporting a safeguarding concern, do not wait to gather all details. Report it immediately and share what you know.
4. Acknowledgement and resolution
We aim to acknowledge a grievance within 48 hours and resolve it within 30 days. If the matter is complex, involves an external investigation or requires information from a third party, we may need more time. We will tell you if we need an extension and explain why.
Where a grievance relates to a legal right with a different statutory timeline, that timeline will apply.
5. Confidentiality
We treat grievances confidentially and share information only with people who need it to investigate or resolve the matter. We may need to share limited information with advisers, authorities or the person complained about to conduct a fair process. We will handle personal data under our Privacy Policy.
6. Protection from retaliation
We do not tolerate retaliation against anyone who raises a grievance or reports wrongdoing in good faith. If you believe you have been treated unfairly because you raised a concern, report it immediately to the Grievance Officer or a trustee.
7. Escalation
If you are not satisfied with our response, you may ask for an internal review by a trustee who was not involved in the original decision. If the matter remains unresolved, you may approach the competent authority under applicable law, such as the Data Protection Board of India for privacy concerns, the police or child-protection authorities for safeguarding concerns, or a consumer forum where applicable.
8. Records
We keep grievance records for up to 3 years after closure, or longer if needed for legal proceedings, safeguarding or audit. We keep records secure and access-limited.
9. Accessibility and language
We will try to provide information in an accessible format or another language where reasonably possible. Please tell us what you need.
10. Review
We review this policy periodically and will publish any updated version here with a new date.
Need help with this policy?
Write to contact@sangathya.org. Our Grievance Officer is yet to be appointed. Postal address: Registered address will be published once registration is complete.