Grievance Redressal Policy
The Grievance Redressal Forum has been created to provide an avenue for all stakeholders such as Local Communities, Customers, or any other supply chain stakeholders to raise a grievance pertaining to the perceived or real instances of wrong or unfair treatment.
All grievances will be reviewed by the Management Representative of Dalmia Polypro Industries Private Limited (DPIPL) who will ensure that such grievances are dealt with promptly, fairly and in accordance with other related policies of the organization. Our management representative is Mr. Mayank Gauda, Senior Manager – IR & HR and he is available on +91 9766176603 and firstname.lastname@example.org
DPIPL has broadly categorized the grievances the below mentioned table.
Product related grievances.
Payment related grievances.
Data privacy related grievances.
Content related grievances.
SUPPLY CHAIN (Manufacturers, Suppliers/ Vendors etc.)
Raw material/product related issues.
Transportation related issues.
Payment and contract terms.
Documentation related issues.
Unethical behaviour by DPIPL’s personnel.
Risk to community health and safety.
Accidents (road and traffic safety).
Environmental and social impacts related to Dalmia’s activities.
Other miscellaneous issues.
Grievance Related to Company Operations and Information disclosure.
The above list is non-exhaustive and is only an illustrative list of grounds under which a complaint and request for an investigation can be made.
To make the redressal mechanism more meaningful and effective, a structured system has been built.
Step 1: Grievance submission:
The grievant shall submit the grievance to DPIPL through the Grievance Form on our website or via email including following information.
Grievant details: including first name, last name, email address, organization/ company name, type of grievant and country.
Grievance details: including who the grievance is being submitted against, country of issue, reason of the grievance, previous attempts to solve the grievance and preferred remedy.
Step 2: Assessment:
Within 3 working days, DPIPL will assess if the grievance falls under the predefined scope and decide whether the grievance is acceptable. We may contact the grievant for more details to be able to assess the acceptability of the grievance. If the grievant does not provide the requested information within 14 working days, the grievance will not be accepted, and the case will be closed.
If the grievance is accepted, the grievant will receive a formal acknowledgement and details of the next steps in the procedure.
If the grievance is not accepted, DPIPL will inform the grievant of the reasons why the submitted grievance does not fall within the Grievance Mechanism’s scope.
Step 3: Investigation:
Within 20 working days of the date the grievance is accepted, DPIPL will proceed to look into the circumstances of the case, speak with the parties involved, and confer with relevant stakeholders. The grievant may be contacted to contribute additional information.
Step 4: Final Decision:
Within 10 working days of the date the investigation has been concluded, DPIPL will outline investigation findings, define remedial actions, and communicate them to the grievant. The final decision should be reasonable, proportional to the grievance and consider cultural norms. It will become final by the 10th working day after its communication to the grievant unless the deadline is interrupted by an appeal.
No appeal on the final decision is possible.
Recording and Reporting:
All grievances (Internal and External) shall be recorded in a tabular format (online database) to keep track of grievances and commitments. This will reduce the risk of leaving any issues open and identifying opportunities for improvement and bettering relationships. The online grievance database shall be maintained by the Management representative and submitted to the Managing Director monthly. The structure of the register shall be as follows.
DPIPL shall ensure the identity and details of a complainant and other persons involved in and/or assisting in an investigation will be kept confidential to the extent permitted by law and Company policy. No unfair treatment will be meted out to the grievant and the Company shall not resort to any kind of discrimination, harassment, victimization, or any other unfair employment practice being adopted against the grievant.