Grievance Redressal Policy

Procedure:

The complaints can be made via this link or e-mail to grievance.redressal@dalmiapolypro.in

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.

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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.

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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.