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Understanding the Grievance:
a) Open Door Policy: General invitations to employees informally drop in the Concerned Officer’s room and talk informally over their grievance. They may even present the grievance through the official contact numbers of the said officers.
b) Gripe Boxes: employees can drop their anonymous complaints.
c) Opinion Surveys: Through mentor and other feedback schemes, the opinion surveys may be conducted for better understanding.
d) E-mails: Through separate e-mails to HRD
Grievance Redressal Procedure:
a) An aggrieved employee shall first present his/her grievance verbally or in writing to the concerned head of the department. The HOD is required to furnish the answer within 48 hrs of the presentation of grievance.
b) If the employee is not satisfied with the answer , he/she can approach to the concerned officers appointed by management for that purpose directly .The officers must give his/her answer within 3 days of the presentation of the complainant
c) If the employee is not satisfied with the answer , he/she can approach to the “Disciplinary and Grievance Redressal Committee” which shall evaluate the case and make its recommendations to Management within seven days of presentation of the case. The employee would be communicated the recommendation within 3 days.
d) If the committee fails to take the decision within the stipulated time or the employee is not satisfied with the decision, he/she can an appeal for revision to management. Management is supposed to communicate its decision within seven days of employees revised petition.
The formal procedure should only be used if it has not proved possible to resolve the conflict or problem through the informal channels described above. At each stage of the procedure, all correspondence should be copied to the representative, if there is one, of the employee who has raised the grievance and to any other employee who is directly involved.