Grievance Redressal

Employee grievances occur in every workplace and handling them properly is important to maintain a harmonious and productive work environment. The aim of these guidelines is to provide guidance to the aggrieved employee(s) and other relevant interested parties so that issues or problems are addressed properly, if required escalated and to ensure that principles for handling employee grievances, such as procedural fairness, confidentiality, timeliness etc., are followed.

Objective

• To ensure a healthy and conducive work environment.
• To address employee concerns effectively and efficiently within the stipulated timeline.

Scope

This applies to all employees and interns of the company and covers complaints of the following nature, but not limited to:

• Terms & conditions of employment / service
• Administrative / Working conditions
• Employee relationships
• Moral / ethical issues
• Addressing workforce productivity and efficiency

Policy & Procedures

1. Informal Redressal

• Company commits to providing a congenial workplace where all employees are comfortable and feel empowered in voicing their concerns and raising genuine workplace grievances and employment related issues.
• All employees are encouraged to first speak informally and discuss any grievances/problems with their immediate supervisor/reporting authority, so that issues could be resolved amicably to the extent possible.
• Company is committed to provide a responsive, transparent, non-discriminatory and fair problem solving process across the organizational hierarchy.
• When a complaint to an immediate supervisor/reporting authority may be inappropriate under the circumstances, he/she may speak to the respective Functional Heads.

2. Formal Redressal

• If an employee feels that a formal complaint is more appropriate, he/ she shall provide a written, detailed explanation by e-mail or submit on paper to his/ her immediate supervisor of the problem and related events, if any, along with a summary of how he/she would expect the problem to be resolved.
• When a complaint to an immediate supervisor may be inappropriate under any circumstances, he / she may write / mail to the respective HR department.
• Employees can address their concerns / views that they sometimes may involve the mention details / actions of fellow colleagues or complaints the nature of which become embarrassing to the parties involved, or issues that have not been validated and are of serious nature for the operations / work environment, either to the HR Department or to their respective heads, from their official mail id giving proper details. This will be taken up by the disciplinary committee with strict confidentiality. Only those issues worthy of being taken up and issues which concern the business operations / or would affect the business operations / issues coming under the purview of the various policies of the company would be taken up.
• To the extent possible, all responses and communications to the grievant shall be in writing till the closure of the grievance.
• Once the grievance is closed to the satisfaction of the grievant, a formal or informal signoff shall be taken by the HR department. In cases where a formal signoff is not possible, the HR department shall send a written note/email to the grievant confirming the closure of his/her grievance.

3. Human Resources Assistance

Employees and interns are encouraged to utilize the services of the HR Department for consultation at any stage in the problem-solving process. Effort shall be made to resolve the problem as quickly and as confidentially as possible.

4. Grievance Escalation Matrix

For employee wellness, it is imperative that grievances are resolved on priority and in a time-bound manner. All team leaders, managers and members should strive to adhere to the below mentioned SLAs when dealing with any grievances. If the grievance is not addressed within the stipulated timelines or if the employee feels that their grievance is not addressed properly, employee can escalate it further as per the following escalation matrix.

For each grievance type, the SLA (in hours) covers the first response and the turnaround time (TAT) for issue / query resolution; the Escalation path applies if those timelines are missed - a further first response, escalated to HR, and a resolution TAT, escalated to the CEO.

• Related to salary, benefits, insurance, reimbursements - SLA: first response 24 hours; TAT for issue / query resolution 96 hours. Escalation: first response 48 hours to HR; TAT 120 hours to CEO.
• Health and safety issues - SLA: first response 24 hours; TAT for issue / query resolution 72 hours. Escalation: first response 36 hours to HR; TAT 96 hours to CEO.
• Working condition related - SLA: first response 24 hours; TAT for issue / query resolution 72 hours. Escalation: first response 36 hours to HR; TAT 96 hours to CEO.
• Workload related - SLA: first response 24 hours; TAT for issue / query resolution 96 hours. Escalation: first response 48 hours to HR; TAT 120 hours to CEO.

Contact Details

• Name: SRF
• Designation: HR Rep
• Email: HR@thirdaiautomation.com