Payana: Grievance Redressal Policy and

Complaints Mechanism

1. Introduction:

Payana is committed to maintaining a positive work environment where all employees, consultants,

advisors, volunteers, beneficiaries and stakeholders are treated with dignity, respect, and fairness.

As part of our commitment to transparency, accountability, and employee welfare, this Grievance

Redressal Policy outlines the procedures for addressing grievances, complaints, and concerns related

to misconduct, harassment, discrimination, abuse, negligence, financial misconduct, or violations of

organizational policies and legal requirements.

2. Legal Framework:

This policy draws its salient points and features from various laws and statutes applicable in India,

including but not limited to:

- The Industrial Employment (Standing Orders) Act, 1946

- The Sexual Harassment of Women at Workplace (Prevention, Prohibition and Redressal) Act, 2013

- Payana Code of Ethics and Conduct Policy

- Payana Whistleblower Protection Policy

3. Grievance Redressal Mechanism:

3.1 Establishment of Grievance Redressal Committee (GRC):

- Payana shall establish a Grievance Redressal Committee (GRC) comprising impartial and trained

members from diverse backgrounds, including civil society, management, HR, legal, and other

external advisors if necessary.

- The GRC shall be responsible for receiving, reviewing, investigating, and resolving grievances and

complaints in a fair, transparent, and timely manner.

3.2 Functions of the Grievance Redressal Committee:

- Receive and document grievances, complaints, or concerns raised by employees, volunteers, or

stakeholders.

- Conduct impartial investigations into allegations of misconduct, harassment, discrimination, abuse,

financial misconduct, or violations of organizational policies and legal requirements.

- Ensure confidentiality and protection for whistleblowers and individuals reporting grievances.

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- Provide opportunities for mediation and resolution of grievances through dialogue and consensus-

building.

- Recommend appropriate disciplinary action or corrective measures to address substantiated

grievances.

- Monitor and review the implementation of grievance redressal decisions and recommendations.

4. Grievance Redressal Procedure:

4.1 Filing a Grievance:

- Any employee, volunteer, or stakeholder who wishes to file a grievance or complaint shall submit a

written complaint to a designated individual(s) (Ombudsman1

).

- The complaint should include detailed information regarding the nature of the grievance,

individuals involved, relevant dates, and supporting evidence or documentation.

4.2 Review and Investigation:

- Upon receipt of a complaint, the Ombudsman shall review the complaint and determine the

appropriate course of action, which may include conducting an investigation or referring it to the

GRC.

- The ombudsman shall have wide-ranging powers to investigate the veracity of the complaint

personally or to recommend to the governing body the formation of an independent committee for

this purpose. An independent GRC will investigate each case individually, including the ability to call

witnesses, examine documents and will make recommendations for corrective or punitive actions.

- The GRC may interview relevant parties, gather evidence, and seek expert advice if necessary to

facilitate a thorough and impartial investigation.

4.3 Resolution and Follow-up:

- Following the investigation, the GRC shall make recommendations for resolution, which may

include corrective actions, disciplinary measures, or policy changes.

- The GRC shall communicate its findings and recommendations to the relevant parties and monitor

the implementation of corrective measures.

- The GRC shall maintain records of all grievances, investigations, and resolutions for documentation

and review purposes.

5. Protection of Whistleblowers:

Payana is committed to protecting whistleblowers who report grievances, misconduct, or violations

of organizational policies and legal requirements. Whistleblowers shall be safeguarded against

retaliation, victimization, or discrimination for raising concerns in good faith. Refer to the Payana

Whisleblower Policy for further details.

1

an official appointed to investigate individuals' complaints against a company or organization, especially a public authority

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6. Confidentiality and Privacy:

All grievance proceedings shall be conducted with the utmost confidentiality and sensitivity to

protect the privacy and dignity of individuals involved. Information related to grievances shall be

disclosed only to authorized personnel on a need-to-know basis.

7. Training and Awareness:

Payana shall provide regular training and awareness programs to employees, volunteers, and

stakeholders on the Grievance Redressal Policy, including their rights, responsibilities, and the

procedures for filing grievances. Training shall emphasize the importance of maintaining a respectful

and harassment-free workplace culture.

8. Review and Evaluation:

This Grievance Redressal Policy shall be reviewed periodically to assess its effectiveness and

relevance. Feedback from stakeholders shall be solicited to identify areas for improvement, and

necessary updates or revisions shall be made accordingly.

Conclusion:

By implementing this Grievance Redressal Policy, Payana reaffirms its commitment to promoting

transparency, accountability, and fairness in the workplace. We encourage all employees,

volunteers, and stakeholders to utilize the grievance redressal mechanisms provided to address