Draft — requires legal review
Complaints and Grievance Policy
How to raise a concern or complaint, and how we will handle it.
Draft — requires legal review
This policy is a working draft. It has not yet been reviewed by a qualified legal professional and may change. Publishing it does not mean the foundation is compliant with any law. Hindi translations of policies will follow after legal review.
Who can complain
Anyone — community members, volunteers, donors, partners or members of the public — can raise a complaint about the foundation's work, conduct or communications.
How to raise a complaint
Write to us using the contact details on our Contact page. You can complain in Hindi or English. Anonymous complaints will be considered, though they may be harder to investigate.
What happens next
- We will acknowledge your complaint (target: within 7 days).
- A person not involved in the matter will look into it.
- We will aim to reply with an outcome within 30 days, or explain why it is taking longer.
Grievance officer
A grievance officer will be designated and their contact details published here, as required under applicable law.
Safeguarding concerns
Concerns about the safety of a child or vulnerable adult are handled immediately under the Child Safeguarding Policy.
No retaliation
No one will be treated unfairly for raising a complaint in good faith.
Questions
Questions about this policy can be sent through our Contact page.