Grievance Redressal Policy

Grievance Redressal Policy

Ojeev Foundation

Effective Date: 12 May 2026
Last Updated: 27 June 2026

Grievance Redressal Policy

1. Introduction

Ojeev Foundation ("Foundation", "we", "our", or "us") is committed to maintaining the highest standards of integrity, transparency, accountability, fairness, and ethical conduct in all of its charitable activities.

As a registered Section 8 Company, Ojeev Foundation believes that every donor, volunteer, beneficiary, employee, partner, contractor, visitor, and member of the public has the right to raise concerns, complaints, suggestions, or grievances regarding any aspect of the Foundation's operations.

This Grievance Redressal Policy establishes a transparent and accessible mechanism for receiving, reviewing, investigating, and resolving grievances in a fair, impartial, confidential, and timely manner.

The Foundation aims to ensure that every grievance is treated with respect and resolved efficiently while promoting trust and accountability among all stakeholders.

2. Purpose of this Policy

The objectives of this policy are to:

• Promote transparency and accountability.
• Provide an accessible complaint mechanism.
• Ensure fair and unbiased grievance handling.
• Encourage constructive feedback.
• Protect complainants from retaliation.
• Improve organizational governance.
• Maintain public confidence in the Foundation.
• Continuously improve operational standards.

3. Scope

This policy applies to all individuals interacting with Ojeev Foundation, including but not limited to:

• Donors
• Volunteers
• Employees
• Consultants
• Contractors
• Interns
• Beneficiaries
• CSR Partners
• Educational Institutions
• Government Agencies
• Vendors
• Community Members
• Website Visitors
• Event Participants
• Members of the Public

4. Guiding Principles

Every grievance received shall be handled based on the following principles:

• Fairness
• Natural Justice
• Transparency
• Confidentiality
• Respect
• Timeliness
• Accountability
• Independence
• Non-Discrimination
• Continuous Improvement

No individual shall be discriminated against based on religion, caste, gender, disability, age, nationality, ethnicity, language, or socio-economic background.

5. What is a Grievance?

A grievance is any complaint, concern, dissatisfaction, allegation, suggestion, or dispute related to the functioning of Ojeev Foundation.

Grievances may include concerns regarding services, programs, projects, donations, volunteer management, financial transparency, website usage, employee conduct, ethical issues, or organizational decisions.

6. Types of Grievances

The Foundation accepts grievances relating to, but not limited to:

A. Donation Related

• Donation acknowledgment delay
• Incorrect receipt issuance
• Missing donation confirmation
• Payment issues
• Duplicate donations
• Refund requests
• Tax receipt issues
• 80G certificate issues

B. Volunteer Related

• Volunteer misconduct
• Discrimination
• Harassment
• Unfair treatment
• Unsafe working conditions
• Volunteer management issues

C. Beneficiary Related

• Delay in assistance
• Eligibility concerns
• Program implementation
• Service quality
• Misconduct by representatives

D. Employee Related

• Workplace harassment
• Discrimination
• Ethical concerns
• Abuse of authority
• Workplace safety

E. Website Related

• Privacy concerns
• Incorrect information
• Security vulnerabilities
• Broken website functionality
• Accessibility concerns

F. Financial Concerns

• Fund utilization
• Donation transparency
• Accounting concerns
• Misuse of funds
• Procurement concerns

G. Child Protection

• Child safety concerns
• Abuse allegations
• Negligence
• Exploitation
• Unsafe environments

H. Environmental Concerns

• Environmental damage
• Waste management
• Sustainability concerns

I. CSR Partnerships

• Partnership disputes
• Project implementation
• Communication issues

J. General Complaints

Any other concern related to the Foundation's activities.

7. Who Can File a Grievance?

A grievance may be submitted by:

• Any donor
• Any beneficiary
• Any volunteer
• Any employee
• Any contractor
• Any vendor
• Any CSR partner
• Any government authority
• Any member of the public
• Any website visitor

Anonymous complaints may also be considered where sufficient supporting information is available.

8. How to Submit a Grievance

Grievances may be submitted through the following channels:

Email

info@ojeev.org

Website

Through the Contact Us or Grievance Form available on www.ojeev.org

Postal Address

Ojeev Foundation

B3, Basement, A44,

Sector 2,

Noida,

Uttar Pradesh – 201301

India

Telephone

+91 9220143121

9. Information Required

To enable an effective investigation, complainants are encouraged to provide:

• Full Name
• Contact Details
• Email Address
• Phone Number
• Date of Incident
• Description of Complaint
• Relevant Documents
• Photographs (if applicable)
• Payment Reference (if applicable)
• Donation Receipt Number (if applicable)
• Names of Persons Involved (if known)

Incomplete grievances may take longer to investigate.

10. Grievance Handling Process

Step 1

Receipt of grievance.

Step 2

Registration of grievance.

Step 3

Acknowledgement within 3 Business Days.

Step 4

Initial review.

Step 5

Investigation by the concerned department.

Step 6

Collection of evidence.

Step 7

Decision by the authorized committee.

Step 8

Communication of findings.

Step 9

Closure of grievance.

Step 10

Implementation of corrective actions where necessary.

11. Resolution Timeline

12. Confidentiality

All grievances shall be treated as confidential.

Information shall only be disclosed:

• When legally required.
• To investigate the grievance.
• To comply with court orders.
• To protect individuals from harm.
• To comply with applicable laws.

13. Protection Against Retaliation

Ojeev Foundation strictly prohibits retaliation against any individual who:

• Raises a complaint in good faith.
• Reports unethical conduct.
• Reports fraud.
• Reports corruption.
• Reports harassment.
• Cooperates during investigations.

Any retaliation may result in disciplinary action.

14. False or Malicious Complaints

Complaints made honestly will never result in penalties, even if not substantiated.

However, complaints that are intentionally false, fabricated, misleading, defamatory, or malicious may result in appropriate legal or administrative action where permitted by law.

15. Appeals

If the complainant is dissatisfied with the resolution, they may submit a written appeal within 30 days of receiving the decision.

The appeal should include:

• Original grievance reference
• Reason for appeal
• Additional supporting information (if any)

The Foundation will review the appeal and communicate its final decision after considering the available facts.

16. Record Keeping

The Foundation maintains records of grievances for operational, compliance, and legal purposes.

Records may include:

• Complaint number
• Date received
• Investigation details
• Supporting documents
• Final decision
• Corrective actions
• Closure date

Records are retained only for as long as reasonably necessary or as required under applicable law.

17. Corrective and Preventive Actions

Where appropriate, Ojeev Foundation may implement corrective measures, including:

• Policy revisions
• Process improvements
• Employee training
• Volunteer training
• Enhanced monitoring
• Disciplinary action
• Risk mitigation measures
• System upgrades

18. Fraud and Corruption Reporting

Any suspected fraud, bribery, corruption, financial misconduct, misuse of donations, forgery, or unethical conduct should be reported immediately.

The Foundation will investigate such reports promptly and may involve appropriate authorities where required.

19. Child Safety Concerns

Complaints involving children receive the highest priority.

The Foundation follows a zero-tolerance approach toward:

• Child abuse
• Child exploitation
• Child neglect
• Physical abuse
• Emotional abuse
• Sexual abuse
• Online exploitation

Where required, such matters may be reported to the appropriate authorities in accordance with applicable law.

20. Accessibility

Ojeev Foundation is committed to ensuring that its grievance mechanism is accessible to all individuals, including persons with disabilities and those requiring reasonable assistance in submitting or understanding the grievance process.

21. Policy Review

This policy may be reviewed periodically to reflect:

• Changes in applicable laws
• Regulatory requirements
• Organizational practices
• Stakeholder feedback
• Operational improvements

The latest version will always be available on the Foundation's website.

22. Contact for Grievances

Ojeev Foundation

Email: info@ojeev.org

Website: www.ojeev.org

Phone: +91 9220143121

Address:

B3, Basement, A44,

Sector 2,

Noida,

Uttar Pradesh – 201301

India

23. Governing Law

This Grievance Redressal Policy shall be governed by and interpreted in accordance with the laws of India.

Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the competent courts located in Noida, Uttar Pradesh.

24. Acceptance

By interacting with Ojeev Foundation, making a donation, volunteering, participating in our programs, using our website, or otherwise engaging with our services, you acknowledge that you have read, understood, and accepted this Grievance Redressal Policy.