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Complain & Grievance Handling

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Complain & Grievance Handling

PURPOSE

The Aakarshan International Pvt. Ltd. (Aakarshan) is keen to provide a positive and supportive working environment for all of its employees, workers, customers, suppliers and stakeholders who are associated with us and will take every step to resolve issues quickly and efficiently, at the lowest possible level. All employees are expected to adhere to the organization’s dignity and respect policy, when considering making complaints in certain circumstances.

Hence we deliver an adequate appliance for all to lift up any dispute/conflicts/grievance while being associated with us. We ensure that such grievances are dealt with promptly, fairly and in accordance with other related Policies of the Organization.

COMMITMENTS

Aakarshan International Pvt. Ltd. is always committed and dedicated to make sure every issue must be solved and cleared with the proper outcome. In doing so management also makes sure whether the objectives of the issues have been met or not reaching with the end of the issues.

OUR COMPLAIN & GRIEVANCE POLICY

• The Aakarshan will make every effort to deal with disputes as quickly as possible, at the appropriate management level.
• Decisions on the outcome of a formal grievance will be made after case has been investigated.
• Person and other stakeholders shall raise grievance themselves, they cannot raise grievance on behalf of a colleague. But workers who are recruited/recruiting Aakarshan can assign third party as a complainer.
• Grievances can be in any form (verbal/written and also can drop in the suggestion box which eliminate the fair of reprisal), but it will be kept confidential. (Complains and complainers details will not be disclosed)
• Grievances shall be with the colleagues, or with anybody, though firstly can go through the related department head and if not then can go through the grievance management committee.
• Workers grievance are to be recorded and process as per complain handling procedure.
• Grievance shall be any type of problem, concern, or complaint related to work or the work environment. A grievance may be about and act, omission, situation, or decision that the Employee thinks to be unfair, discriminatory, or unjustified.
• There will be specific Grievance Handling Committee; Chairman/Managing Director will appoint five (5) members Grievance and Dispute Settlement Committee within 10 days. Member committee will be from the gender representative, hierarchy, new staff, and member.
• The settlement body will find out the nature of the grievance , written grievance statement , action taken with reasons for it to be take and a written statement of the decisions
• Grievance procedure either can follow as mentioned within the policy or Human Resource Development shall create within fifteen (15) days in coordination with top management and Grievance handling committee.
• Grievance will recorded independently by the employee
• Investigation will be carried out by the committee not alter than 21 days. ( as per the nature of the complaint, if needed long time than shall be increased time frame)
• Settlement will be done within 1 month (Depends on the nature of complain)
• Settlement body will not disclose matter it will be kept confidential

PROCEDURE

The grievance procedure is being followed as mentioned and in doing so issues are dealt fairly.
Grievance or dispute can be resolved as below;

1. First phase of imitation is open communication with the concern: All employees shall try to resolve problems in the work place at the earliest possible way and usually with the least possible formality. An employee tries to manage and resolve any complaint with their supervisor through informal discussion, if not manage or if problem with the supervisor then he/she will go through the grievance handling committee.

2. Processed for formal grievance to the committee: During this informal meeting, the employee should explain the nature of their complain.

3. Both parties will seek to reach agreement on how to take any actions forward. These could involve arranging further meetings with relevant third parties (Such as legal advisor) and complaints shall be settled.

4. For workers grievance, grievance will be recorded through the complain record register and form , and they are also requested to make a call at our office number or send message using any forms of social media to the number published in our notice board. Once grievance is recorded, complain form will be filled up and process according to complain handling procedures and solve on time. If needed, worker will be rescued from working place to Nepal and compensate according to mutual understanding or as per Foreign employment act of Nepal.

5. If worker/employer found to do anything Non-Conformance grievance activities and deserves punishment, they have right to keep their point and the reason with Top Management for fair and transparent justice.

APPLICATION

The application of this policy is to address the grievance either formally or informally with the best lowest possible way in a fair and responsible way at the earliest possible time and make working environment clean, health and smooth.

Email: grievance.aakarshan@gmail.com
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Aakarshan International Pvt Ltd (AIPL) is ethical recruitment organization, provides competent Nepalese human resource into a wide range. It came into...

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Contact Info

  • Airport, Kathmandu, Nepal
  • +9771 4598701
  • aakarshannepal.org