Grievance Procedures

Policy Name: Grievance Procedure

The Company is committed to providing the highest level of service and care to all individuals we serve. In the event of a complaint or grievance, we follow a structured procedure to ensure that concerns are addressed effectively and satisfactorily.

Procedure:

Step 1: Initial Resolution

1. To report a grievance, individuals or their representatives should communicate the concern either verbally or in writing to the designated department within the Company.
2. Company staff will document and investigate all activities related to the grievance, analyze the situation, and work towards a resolution. A decision will be communicated to the concerned party within ten (10) days.

Step 2: Escalation to Director

1. If the initial resolution does not meet the satisfaction of the concerned party, they have the option to request the escalation of their grievance to the agency's Director.
2. The Director will conduct further investigations and work to reach a resolution within the specified timeframe.

Step 3: External Escalation

1. If the grievance remains unresolved after involving the Director, and the concerned party is not satisfied with the resolution, they may contact appropriate government local institutions for external assistance.
2. The Company will assist in this process to ensure that the concern is adequately addressed.

Contact Information:

For assistance or to initiate the grievance process, individuals or their representatives can contact any upper management staff.

Grievance Log:

The Company maintains a separate grievance log (Appendix 29), which includes the following information:

• Name of the individual making the complaint
• Date the complaint is received
• A clear description of the complaint
• Date of the final disposition of the complaint

This information will also be documented in the individual's file for record-keeping purposes.