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1. INTRODUCTION
This Grievance Redressal Policy (“Policy”) establishes a formal mechanism for the receipt, acknowledgment, and resolution of grievances raised by individuals, beneficiaries, donors, partners, or any other stakeholders (hereinafter referred to as the “Complainant”) engaging with the activities, services, programs, or platforms of VAARADHI Trust (“Trust”).
The Trust is committed to ensuring that all grievances are addressed in a fair, transparent, timely, and efficient manner, in line with principles of natural justice, accountability, and good governance, and in compliance with applicable Indian laws including the Information Technology Act, 2000 and allied rules.
2. DETAILS OF THE ORGANIZATION
| Legal Entity Name | VAARADHI Trust |
| Nature of Organisation | Non-Profit / Charitable Trust |
| Registered Office | 7-2-C8 & C8/2, G.V. Chambers, Sanathnagar, IDA Sanath Nagar, Secunderabad, Hyderabad, Telangana – 500018 |
| contact@vaaradhi.org.in | |
| Contact Number | +91-7674996876 |
| Website | https://www.vaaradhi.org.in |
3. PURPOSE OF THE POLICY
This Policy aims to:
- Provide a structured and accessible grievance redressal mechanism
- Ensure fairness, consistency, and transparency in handling complaints
- Promote accountability within the Trust’s operations
- Strengthen stakeholder confidence and trust
- Facilitate timely resolution of grievances
The Policy is aligned with recognized NGO governance standards and good governance frameworks such as the Central Board of Direct Taxes guidelines on charitable institutions.
The Trust shall treat all complainants with dignity, respect, and impartiality.
4. DEFINITION OF GRIEVANCE
A “Grievance” or “Complaint” refers to any written or verbal communication expressing dissatisfaction with the Trust’s services, activities, personnel, decisions, or operations, and seeking remedial action.
This definition is consistent with general consumer protection principles under the Consumer Protection Act, 2019, where applicable.
The following shall not be treated as grievances under this Policy:
- Incomplete, anonymous, or vague complaints lacking material details
- General suggestions, feedback, or appreciation
- Requests for information, clarification, or guidance
5. GRIEVANCE REDRESSAL MECHANISM
5.1 Submission of Complaints
Grievances may be submitted through any of the following channels:
- Email communication
- Telephone communication
- Written application addressed to the registered office
- Website or online contact form (where available)
Digital submissions shall be handled in accordance with applicable provisions of the Information Technology Act, 2000, including reasonable data protection and cybersecurity practices.
5.2 Grievance Officer
The Trust designated a Grievance Officer responsible for receiving, processing, and resolving complaints, in line with intermediary due diligence principles (where applicable) under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
The details of the Grievance Officer are as follows:
Name: Prateek Sharma
Email: admin@vaaradhi.org.in
Phone: +91-9247582318
5.3 Acknowledgment of Complaint
All complaints shall be acknowledged within 48 (forty-eight) hours of receipt. A unique reference number shall be issued to the Complainant for tracking purposes.
5.4 Resolution Timeline
The Trust shall make reasonable efforts to resolve grievances within 30 (thirty) days from the date of receipt, consistent with standard dispute resolution practices followed by non-profit organizations in India.
In cases requiring additional time, the Complainant shall be informed of the delay along with reasons thereof.
5.5 Closure of Complaint
A complaint shall be deemed resolved and closed when:
- The Complainant communicates acceptance of the resolution provided; or
- No response is received from the Complainant within 30 (thirty) days from the date of communication of the resolution
6. ESCALATION MECHANISM
If a Complainant is not satisfied with the resolution provided, the grievance may be escalated to the Senior Grievance Officer:
Name: Imran Ali
Email: imran.ali@vaaradhi.org.in
Phone: +91-9247582317
The Senior Grievance Officer shall review the grievance and provide a response within 7 (seven) working days from the date of escalation.
Where applicable, unresolved matters may also be referred to appropriate legal or regulatory authorities in accordance with Indian law.
7. WORKING HOURS
The grievance redressal system shall operate during the following hours:
- Monday to Saturday: 10:00 AM – 6:00 PM
- Sunday and Public Holidays: Closed
8. INFORMATION REQUESTS
Any individual may request the following information prior to or during engagement with the Trust:
- Registered office and branch details (if any)
- Contact information
- Details of programs and services
- Any other relevant information necessary for transparency and informed engagement
Such requests shall be handled in accordance with applicable transparency and disclosure norms and, where relevant, provisions of the Right to Information Act, 2005 (to the extent applicable to the Trust).
9. CONFIDENTIALITY AND FAIR TREATMENT
All grievances shall be handled with strict confidentiality, to the extent practicable, and in compliance with evolving data protection principles under Indian law, including the Digital Personal Data Protection Act, 2023.
The Trust shall ensure that no Complainant faces retaliation or discrimination for raising a grievance in good faith, consistent with ethical governance standards.
10. POLICY REVIEW AND AMENDMENT
The Trust reserves the right to review, modify, or amend this Policy from time to time to ensure its effectiveness, compliance with applicable laws, and alignment with recognized non-profit governance best practices, including those encouraged by the Ministry of Corporate Affairs for transparency and accountability.
11. COMMITMENT
Vaaradhi Trust is committed to continuous improvement and views grievances as an opportunity to enhance its services, strengthen accountability, and increase its positive impact, in alignment with principles of responsible non-profit governance in India.