A. (1) The Organisation shall have a Grievance Redressal Policy providing the procedure for receiving, processing, redressing and disclosing grievances against the Organisation or any valuer member of the Organisation by-
(a) any valuer member of the Organisation;
(b) any person who has engaged the services of the concerned valuer members of the Organisation; or
(c) any other person or class of persons as may be provided by the Governing Board.
(2) The Grievance Redressal Committee, after examining the grievance, may- (a) dismiss the grievance if it is devoid of merit; or
(b) initiate a mediation between parties for redressal of grievance.
(3) The Grievance Redressal Committee shall refer the matter to the Disciplinary Committee, wherever the grievance warrants disciplinary action.
B. The Grievance Redressal Policy shall provide for-
(a) the format and manner for filing grievances;
(b) maximum time for acknowledging receipt of a grievance is 10 working days in the prescribed format;
(c) maximum time for the disposal of the grievance by way of dismissal, reference to the Disciplinary Committee or the initiation of mediation i.e. 15 working days;
(d) details of the mediation mechanism
(e) provision of a report of the grievance and mediation proceedings to the parties to the grievance upon dismissal or resolution of the grievance;
(f) action to be taken in case of malicious or false complaints;
(g) maintenance of a register of grievances made and resolutions arrived at; and
(h) periodic review of the Grievance Redressal Mechanism.
Policy Brief & Purpose:-
Our Grievance Redressal Policy explains how valuer member or any person who has engaged the services of the concerned valuer members of the Organisation or any other person or class of persons as may be provided by the Governing Board can voice their complaints in a constructive way. Grievance Redressal Committee and Governing Body should know everything that annoys or hinders their curriculum, so that they can resolve it as quickly as possible. It shall be ensuring that a fair grievance procedure to be heard and avoid conflicts.
The purpose of this organization is to encourage the aforesaid to communicate their grievances. That way we can foster a supportive and pleasant workplace for everyone.
The Policy will also ensure that such grievances are dealt with promptly, fairly and in accordance with other related Policies of the Organization. This includes concerns from a valuer member about an action that has been taken or a contemplated action in relation to them.
This policy should be read in conjunction with other related Policy Documents such as the Code of Conduct. Any additional related Policies passed by the Organization will automatically become conjunct to this Policy.
This policy refers to everyone in the company regardless of position or status. The initial approach to settling any issue is open communication. A valuer member or other person should first seek to resolve any complaint with his/her immediate senior through informal discussion. If such discussion does not resolve the matter informally then it will be believed that his/her complaint rises to the level of a grievance, then they may initiate a formal grievance as described in this policy in an effort to seek an equitable solution.
For the purposes of this Policy, a ‘grievance’ is defined as any type of problem, concern, or complaint related to work or the work environment. A grievance may be about an act, omission, situation, or decision that the valuer member thinks to be unfair, discriminatory, or unjustified.
This Grievance Redressal Policy shall not be available to contest, dismissal, demotion, suspension or other disciplinary measure. If a grievance is filed and a disciplinary action has begun for the same or related issue, no further action shall be taken with the grievance procedures while such disciplinary action is pending.
Policy elements :-
Grievance Definition :-
We define grievance as any complaint, problem or concern of any concerned regarding their workplace, job or co-worker relationships. Grievances can be filed for any of the following reasons:
• Workplace Harassment
• Health and Safety
• Inappropriate Behaviour
• Any other genuine issue, if any
This list in not exhaustive. However, concerned should be try to resolve less important issues informally before they resort to a formal grievance. Valuer members or any concerned person who file grievances can:
• Reach out to direct Chairperson or Valuer member of the Grievance Redressal Committee
• File a grievance form explaining the situation in detail
• Appeal against any formal decision
Whosoever face allegation have the right to:
• Receive a copy of the allegations against them
• Respond to the allegations
• Appeal against any formal decision
The Committee is obliged to:
• Have a formal grievance procedure in place
• Communicate the procedure
• Investigate all grievances promptly
• Treat all who file grievances equally
• Preserve confidentiality at any stage of the process
• Resolve all grievances at the earliest
Whenever the grievance procedure is being followed, it is important that issues should dealt fairly. The following elements shall be considered in doing so:
• All valuer members or any concerned persons should always try to resolve problems in the work place at the earliest possible opportunity and usually with the least possible formality.
• All efforts shall be put to address matters before they reach the stage of becoming a formal grievance issue.
• All valuer members or any concerned should raise and deal with issues promptly and should not unreasonably delay meetings, decisions or confirmation of those decisions.
• All valuer members or any concerned person should act consistently.
The Organization recognizes that a formal grievance procedure can be a stressful and upsetting experience for all valuer members or concerned persons involved.
Hence, everyone involved in the process are entitled to be treated calmly with respect wile upholding confidentiality. The Organization will not accept and/or tolerate abusive or insulting behaviour form anyone taking part in or conducting grievance procedures. Any such behaviour will be treated as misconduct under the disciplinary policy of the Organization.
The Organization also recognizes the diverse needs of the services provided as well as that of the workforce. Hence, this Policy is aimed to provide a common platform that ensures the processes implemented under this Policy does not place any valuer member at a disadvantage over others.
Developing and implementing a procedure for lodging and managing grievances shall compliment this Policy. The Grievance Redressal Committee shall develop such procedures in consultation with the Governing Body from time to time as it deems fit.
The Committee(s) shall designate chairman or any member of committee, if agreed, as the Grievance Redressal Officer for dealing with all the grievances. The role and functions of Grievance Redressal Officer may be specified by the Committee(s) from time to time.
1. Ask to fill out a grievance form
2. Talk with the valuer member or concerned person to ensure that matter is understood completely
3. Provide the valuer member who faces allegations with a copy of the grievance
4. Reference to Mediation Mechanism
5. Investigate the matter or ask the help of an investigator when needed
6. Keep valuer members informed throughout the process
7. Communicate the formal decision/report to all the valuer members involved
8. Take actions to ensure the formal decision is adhered to
9. Deal with appeals by gathering more information and investigating further
10. Keep accurate records
This procedure may vary according to the nature of a grievance. For example, if a valuer member is found guilty of racial discrimination or malicious or false complaints the company shall begin disciplinary procedures.
In case the Committee(s) directs the parties to seek mediation as a means of redressal of grievance, Grievance Redressal Officer shall intimate the decision of Committee(s) to parties to resolve their grievance through mediation and ask the parties if they are willing to take part in the mediation process to try and resolve the grievance. Both parties will have a maximum of 7 days from the date of receipt of communication to decide whether or not to take part in the mediation process. In case of mediation process initiated by the Committee(s), the Mediator shall ensure adherence to the timelines and rules for mediation as approved by the Committee(s) from time to time.
Where a grievance has been resolved, the mediator shall within 5 days of resolution of grievance provide a report stating details and outcome of the mediation to the Grievance Redressal Officer to be placed before Committee(s) as well as the concerned parties. Upon receipt of Report from mediator that grievance has been resolved, the Committee(s) shall close the grievance as resolved. In case, a grievance has not been resolved, the mediator shall provide a report stating details of the case along with the reason as to why the case has not been resolved to the Grievance Redressal Officer to be placed before Committee(s) as well the concerned parties within 15 days from the end of the mediation proceedings.
Upon receipt of Report from mediator that grievance has not been resolved, the Committee(s) shall decide and dispose of the grievance by recording reasons thereof. The following ground rules will apply, subject to any changes on which the parties and the Grievance Redressal Officer agree.
(a) The process is non-binding.
(b) Each party may withdraw at any time after attending the first session, and before execution of a written settlement
agreement, by written notice to the mediator and the other party or parties.
(c) The Grievance Redressal Officer shall be neutral and impartial.
(d) The mediator shall control the procedural aspects of the mediation. The parties will cooperate fully with the mediator.
i. The mediator is free to meet and communicate separately with each party.
ii. The mediator will decide when to hold joint proceedings with the parties and when to hold separate proceedings. The mediator will fix the time and place of each session and its agenda in consultation with the parties.
(e) The process will be conducted expeditiously. Each representative will make every effort to be available for proceedings.
(f) The mediator will not transmit information received in confidence from any party to any other party or any third party.
unless authorized to do so by the party transmitting the information, or unless ordered to do so by a court of competent jurisdiction.
(g) Unless the parties agree otherwise, they will refrain from pursuing litigation or any administrative or judicial remedies during the mediation process or for a set period of time, insofar as they can do so without prejudicing their legal rights.
(h) Unless all parties and the mediator otherwise agree in writing, the mediator and any persons assisting the mediator will be disqualified as a witness, consultant or expert in any pending or future investigation, action or proceeding relating to the subject matter of the mediation (including any investigation, action or proceeding which involves persons not party to this mediation).
(k) If the dispute goes into arbitration, the mediator shall not serve as an arbitrator, unless the parties and the mediator otherwise agree in writing.
(i) The mediator may obtain assistance and independent expert advice, with the prior agreement of and at the expense of the parties. Any person proposed as an independent expert also will be required to disclose any circumstances known to him or her that would cause reasonable doubt regarding the candidate’s impartiality.
(j) Mediator shall not be liable for any act or omission in connection with the mediation, except for his/her own willful misconduct.
(k) The mediator may withdraw at any time by written notice to the parties.
i. for serious personal reasons,
ii. if the mediator believes that a party is not acting in good faith, or
iii. if the mediator concludes that further mediation efforts would not be useful.
DISMISSAL OR INITIATION OF MEDIATION
The Grievance Redressal Committee, after examining the grievance, may-
(a) dismiss the grievance if it is devoid of merit; or
(b) initiate a mediation between parties for redressal of grievance.
A report of the grievance and mediation proceedings shall be given mandatorily to the parties to grievance upon dismissal or resolution of the grievance.
ACTION TO BE TAKEN IN CASE OF MALICIOUS OR FALSE COMPLAINTS
In case the Committee(s), on investigation of the grievance, finds that a false grievance/ complaint has been made or that a grievance/complaint has been made with a malicious intent, the Committee(s) shall take such reasonable steps as they deem necessary to curb the initiation of such false and/or malicious complaints in the future.
However, a mere inability to provide adequate proof to substantiate the grievance/complaint shall not be construed as false and malicious grievance/complaint.
Maximum time for acknowledging receipt of a grievance is 10 working days in the prescribed format.
Maximum time for the disposal of the grievance by way of dismissal, reference to the Disciplinary Committee or the initiation of mediation i.e. 15 working days.
ROLES AND RESPONSIBILITIES
The Grievance Committee shall be responsible to ensure that grievances are dealt with effectively in accordance with the Grievance Procedures set out for the implementation of this Policy.
In doing so, the Committee shall adhere to the following principles:
• Take grievances seriously taking on board why the valuer member or any concerned person feels aggrieved, unhappy or dissatisfied,
• Investigate the facts and surrounding circumstances, and showing the valuer members or any concerned person that this been done thoroughly and sensitively,
• Actively look for a solution that will satisfy the valuer member or any concerned person, where practical, without causing disproportionate difficulty for the organization or the Valuer member’s colleagues,
• Provide feedback to the valuer member or any concerned person about what can, and cannot be done to resolve the grievance,
• Take necessary follow-up action
The Committee should ensure that the following set of records of the grievances made and their resolutions should be kept and also ensures the filing and safekeeping of the records:
• The nature of the grievance
• Written grievance statements
• Action taken with reasons for it to be taken
• A resolution copy
• Additional supporting documents, if any
The Grievance Redressal Committee shall review Grievance Redressal Mechanism in the first month of financial year i.e. April or whenever the need arises to review in consultation with the Governing Body to make such changes required or otherwise.
All valuer members of the Grievance Redressal Committee and those assigned for record keeping, as well as any staff valuer member questioned in relation to an issue at hand, are bound by the duty of confidentiality at all the times and hold in confidence, all documentation and information exchanged in the process.