Grievance Policy
We are committed to addressing your concerns and feedback in a fair and transparent manner.
Need Immediate Help?
Contact our grievance team directly:
Phone
+91 89883 979071. Our Commitment
At NISHEE HIMALAYAN FOUNDATION, we believe that every stakeholder has the right to raise concerns and provide feedback about our operations, programs, and services. This Grievance Policy outlines our commitment to addressing complaints fairly, promptly, and transparently while maintaining the highest standards of accountability.
2. Scope of This Policy
This policy applies to grievances from:
- Donors and supporters
- Beneficiaries of our programs
- Volunteers and staff members
- Partner organizations
- Community members
- Any other stakeholder
3. Types of Grievances We Address
Program-Related
- • Program implementation issues
- • Service quality concerns
- • Discrimination or unfair treatment
- • Access to programs and services
Financial
- • Donation processing issues
- • Tax receipt problems
- • Fund utilization concerns
- • Payment disputes
Operational
- • Staff conduct or behavior
- • Website or technical issues
- • Communication problems
- • Privacy and data concerns
Ethical
- • Misconduct allegations
- • Transparency issues
- • Conflict of interest
- • Fraud or corruption concerns
4. How to File a Grievance
4.1 Multiple Channels Available
You can file a grievance through any of these channels:
Email (Preferred)
Send details to [email protected]
Phone
Call us at +91 89883 97907 (Mon-Fri, 9 AM - 6 PM)
Written Letter
Mail to: 144 SHILWARA VILLAGE SHIVPUR, Sangrah, Sangrah, Himachal Pradesh
In Person
Visit our office during business hours (prior appointment recommended)
4.2 Information to Include
To help us address your grievance effectively, please provide:
- Your name and contact information
- Date and description of the incident/issue
- Names of people involved (if applicable)
- Supporting documents or evidence
- Previous attempts to resolve the issue
- Your desired outcome or resolution
Anonymous Complaints: While we encourage you to provide your contact information for follow-up, we also accept anonymous complaints. However, our ability to investigate and respond may be limited without contact details.
5. Our Grievance Resolution Process
Acknowledgment (Within 48 Hours)
We will acknowledge receipt of your grievance and provide a reference number for tracking.
Initial Assessment (Within 7 Days)
We review the grievance, determine the appropriate investigation process, and assign a case handler.
Investigation (15-30 Days)
We conduct a thorough, impartial investigation, gathering facts and interviewing relevant parties.
Resolution & Response
We provide a written response with our findings and any corrective actions to be taken.
Follow-up
We monitor implementation of corrective actions and follow up to ensure your satisfaction.
6. Escalation Process
If you are not satisfied with the initial response, you can escalate your grievance:
Level 1: Program Manager
Initial review by relevant program or department head
Level 2: Executive Director
Review by senior management for complex or unresolved issues
Level 3: Board of Directors
Final internal review by the governing board
7. Confidentiality and Protection
- All grievances are treated with strict confidentiality
- Information is shared only with those who need to know for investigation purposes
- We protect the identity of complainants to the extent possible
- No retaliation will be tolerated against anyone filing a grievance in good faith
- False or malicious complaints may result in appropriate action
8. External Appeals
If internal processes do not resolve your grievance satisfactorily, you may approach:
- Charity Commissioner of your state
- Income Tax Department (for tax-related issues)
- Registrar of Companies (for company law matters)
- Consumer forums (for service-related disputes)
- Relevant regulatory authorities
9. Continuous Improvement
We use grievances as learning opportunities to:
- Identify systemic issues and root causes
- Improve our policies and procedures
- Enhance staff training and capacity
- Strengthen our programs and services
- Build stronger relationships with stakeholders
10. Record Keeping and Reporting
We maintain comprehensive records of all grievances, including:
- Nature and details of complaints received
- Investigation process and findings
- Actions taken and outcomes achieved
- Time taken for resolution
- Lessons learned and improvements implemented
Summary reports on grievances are included in our annual reports to ensure transparency.
Contact Our Grievance Team
Phone
+91 89883 97907Address
144 SHILWARA VILLAGE SHIVPUR, Sangrah, Sangrah, Himachal Pradesh - 173023
Business Hours
Monday - Friday, 9:00 AM - 6:00 PM
Report a Grievance
Use this secure form to report your concern. All submissions are treated confidentially.