Grievance Redressal / Complaint Policy

1. Purpose

Shyamsharanam Skills and Livelihood Foundation (“SSLF”, “we”, “us” or “our”) is committed to maintaining a fair, respectful, transparent and accessible mechanism through which individuals and stakeholders can raise concerns, complaints, grievances or feedback relating to SSLF’s activities, programmes, services, website, communications or interactions.

This Grievance Redressal / Complaint Policy explains how complaints may be submitted, reviewed and addressed by SSLF.

2. Scope

This Policy applies to complaints or grievances relating to SSLF, including, as applicable:

• Students, trainees and programme participants
• Beneficiaries
• Applicants
• Donors
• Volunteers
• Employees and other persons interacting with SSLF
• Parents or guardians of beneficiaries or participants
• Partners and other stakeholders
• Website users
• Persons affected by an SSLF programme, activity or communication

The Policy applies to concerns relating to SSLF’s programmes, services, administration, communications, fundraising activities, website interactions and other activities undertaken by or on behalf of SSLF.

3. What Can Be Reported

A grievance or complaint may relate to matters such as:

• Programme delivery or administration
• Participant or beneficiary treatment
• Staff or volunteer conduct
• Discrimination, harassment or inappropriate behaviour
• Accessibility or inclusion concerns
• Volunteer-related concerns
• Donation or fundraising-related concerns
• Donation receipt or acknowledgement issues
• Refund or cancellation-related matters
• Website or communication-related concerns
• Privacy or personal-information concerns
• Misrepresentation or unauthorised representation of SSLF
• Concerns regarding misuse of SSLF’s name, logo or resources
• Partner or third-party conduct connected with an SSLF activity
• Any other reasonable concern relating to SSLF’s activities or interactions

4. How to Submit a Complaint

Complaints may be submitted to SSLF through:

Email: info@shyamsharanam.org

Where appropriate, a complaint may also be communicated through other official communication channels made available by SSLF from time to time.

A complainant should, where possible, provide sufficient information to enable SSLF to understand and review the concern.

5. Information to Include

A complaint may include:

• Name and contact details of the complainant
• Nature of the complaint or concern
• Date, location and relevant programme/activity, where applicable
• Names or details of persons involved, if known
• Relevant documents, photographs, messages or other supporting information
• The action or resolution being requested, where applicable

A person should provide information honestly and to the best of their knowledge.

6. Anonymous Complaints

SSLF may consider anonymous complaints where sufficient information is provided to understand the concern.

However, anonymous complaints may limit SSLF’s ability to:

• Seek clarification
• Verify facts
• Conduct a complete investigation
• Communicate the outcome to the complainant

Where possible and appropriate, complainants are encouraged to provide contact information.

7. Acknowledgement and Review

SSLF will make reasonable efforts to acknowledge and review complaints received through its official channels.

The time required to address a complaint may depend upon:

• The nature and seriousness of the concern
• The information available
• The number of persons or organisations involved
• The need for supporting documents or verification
• Whether the matter involves a third party or external authority
• Applicable legal or regulatory requirements

SSLF does not guarantee a fixed resolution period for every complaint.

8. Fair and Impartial Handling

SSLF will seek to handle grievances fairly and objectively.

Depending upon the nature of the complaint, SSLF may:

• Review available information and records
• Seek clarification from the complainant
• Request supporting documents
• Speak with relevant persons
• Review programme or administrative records
• Consult appropriate internal or external persons where necessary
• Take corrective or preventive action where considered appropriate

The nature and extent of review will depend upon the circumstances of each matter.

9. Confidentiality and Privacy

SSLF will handle complaint-related information with reasonable confidentiality and in accordance with applicable law and its privacy practices.

Information may be shared with relevant persons where reasonably necessary for:

• Reviewing or resolving the complaint
• Protecting individuals
• Meeting legal or regulatory obligations
• Preventing fraud, abuse or misconduct
• Responding to a lawful request or requirement

SSLF cannot guarantee absolute confidentiality where disclosure is required or permitted by law or is necessary to appropriately address the matter.

10. Protection Against Retaliation

SSLF does not support retaliation against a person who raises a genuine concern or complaint in good faith.

A complainant should not be disadvantaged merely for raising a genuine concern.

This protection does not prevent SSLF from taking appropriate action where a complaint is deliberately false, fraudulent, malicious or abusive.

11. False, Malicious or Abusive Complaints

SSLF encourages complaints made honestly and responsibly.

Where it is established or reasonably determined that a complaint has been deliberately fabricated, maliciously submitted, knowingly misleading or intended to harass another person, SSLF may take appropriate action in accordance with applicable law and its internal procedures.

A complaint will not be treated as malicious merely because it cannot be substantiated.

12. Safeguarding and Child Protection

Concerns involving children or vulnerable persons will be treated seriously and handled with appropriate care.

Where a complaint relates to suspected child abuse, exploitation, violence, sexual misconduct, trafficking, serious neglect or another safeguarding concern, SSLF may take appropriate protective and reporting measures in accordance with applicable law and its Safeguarding & Child Protection Statement.

13. Donation and Refund Complaints

Donation-related complaints, including concerns regarding duplicate transactions, payment errors, refunds, cancellations, receipts or acknowledgements, will be considered in accordance with the applicable Donation Terms & Conditions / Donation Policy and Donation Refund & Cancellation Policy, as relevant.

Where a complaint concerns a payment gateway, bank, UPI service or another external payment service, SSLF may need to coordinate with the relevant service provider.

14. Privacy and Data Complaints

Complaints relating to the collection, use, storage or handling of personal information may be submitted through:

Email: info@shyamsharanam.org

Such matters will be considered in accordance with applicable law and SSLF’s Website & External Privacy Policy and other applicable privacy practices.

15. Complaints Involving Third Parties

Some SSLF programmes or activities may involve partners, employers, educational institutions, service providers, volunteers or other third parties.

Where a complaint concerns a third party, SSLF may:

• Review the matter to the extent within its responsibility
• Seek information from the relevant third party
• Take appropriate action within its authority
• Refer the complainant to the appropriate external organisation or authority where necessary

SSLF cannot guarantee action or a particular outcome by an independent third party.

16. Accessibility and Assistance

SSLF seeks to make its grievance mechanism reasonably accessible.

Persons who require reasonable assistance in communicating a complaint may contact SSLF at:

info@shyamsharanam.org

Where reasonably practicable, SSLF may consider appropriate communication or accessibility arrangements based on the circumstances.

17. Outcome and Communication

Where appropriate, SSLF may communicate the outcome or status of a complaint to the complainant.

The information provided may be limited where disclosure could:

• Breach another person's privacy
• Affect confidentiality
• Interfere with an investigation
• Create a safeguarding or safety risk
• Conflict with legal or regulatory requirements

The outcome of a complaint does not necessarily mean that the complainant will receive the specific remedy requested.

18. Escalation

If a complainant believes that a matter has not been appropriately addressed, they may communicate the concern again through:

info@shyamsharanam.org

The complainant should clearly state that the communication relates to an earlier grievance and provide relevant reference details, if available.

Where a matter falls under the jurisdiction of a government authority, regulator, law-enforcement agency or other competent authority, the complainant may also approach that authority directly.

19. Emergency Matters

This grievance mechanism is not intended to replace emergency services, police assistance, medical assistance or other immediate protective intervention.

20. Record Keeping

SSLF may maintain appropriate records of complaints and their handling for legitimate administrative, accountability, safeguarding, legal, compliance and organisational purposes.

Such records will be handled subject to applicable law and SSLF’s privacy and record-management practices.

21. No Guarantee of a Particular Outcome

Submitting a complaint does not guarantee that:

• The complaint will be upheld
• A particular person or organisation will be found responsible
• A particular action will be taken
• Compensation or financial remedy will be provided
• A programme, decision or activity will be changed

Each complaint will be considered based on the available facts, applicable policies, responsibilities and applicable law.

22. Protection of Good-Faith Complainants

SSLF encourages individuals to raise genuine concerns without fear of unfair treatment.

A person who reports a concern in good faith will not be considered to have acted improperly merely because the concern is ultimately not substantiated.

23. Policy Relationship

This Policy should be read together with other applicable SSLF policies and documents, including, where relevant:

• Website & External Privacy Policy
• Website Terms & Conditions / Terms of Use
• Donation Terms & Conditions / Donation Policy
• Donation Refund & Cancellation Policy
• Website Disclaimer
• Volunteer Policy / Volunteer Terms & Conditions
• Safeguarding & Child Protection Statement
• Accessibility Statement
• Other applicable programme or project-specific policies

Where a specific policy or applicable law establishes a specialised procedure, that procedure may apply to the relevant matter.

24. Policy Changes

SSLF may update, modify or replace this Policy from time to time to reflect changes in its activities, legal requirements, operational practices or organisational needs.

The latest version published through SSLF’s official channels will apply from its stated effective date.

25. Governing Law

This Policy shall be interpreted in accordance with the laws applicable in India.

Subject to applicable law, matters relating to this Policy shall fall within the appropriate jurisdiction of competent courts in India.

26. Contact Us

For grievances, complaints, concerns or related communications:

Shyamsharanam Skills and Livelihood Foundation (SSLF)