1. Introduction
Durga Devi Charitable Trust, operating as an assessment agency affiliated with NCEVT, we are committed to maintain a transparent, fair, and efficient grievance redressal mechanism. This policy ensures that grievances raised by employees, assessors, proctors, candidates, training providers, and other stakeholders are addressed promptly and effectively.
2. Scope
This policy applies to:
• Employees (permanent, contract, and temporary staff).
• Assessors, Proctors and evaluators.
• Candidates undergoing skill assessments.
• Training Providers (TPs) affiliated with Skill India.
• Other stakeholders interacting with Durga Devi Charitable Trust.
3. Objectives
• To provide a clear and transparent process for lodging grievances.
• To ensure timely and fair resolution of grievances.
• To foster a culture of trust and accountability.
• To maintain compliance with regulatory and ethical standards.
4. Definition of Grievance
A grievance is any formal complaint or concern related to:
• Assessment process and results.
• Misconduct by staff, assessors, or training providers.
• Bias, discrimination, or unfair treatment.
• Administrative inefficiencies.
• Workplace-related concerns.
• Violation of company policies or NCEVT guidelines.
5. Grievance Redressal Committee (GRC)
Durga Devi Charitable trust has constituted a Grievance Redressal Committee (GRC) to handle grievances efficiently. The GRC comprises:
| Designation | Role | Authorized Person |
|---|---|---|
| Chairperson | Senior management representative | Mr. Vipin Kumar |
| Employee Representative | Member from HR or administration | Ms. Riya Pal |
| Assessor Representative | Experienced assessor in the field | Ms. Divya Kaushik |
| External Expert | Industry expert or legal advisor | Ms. Khushi Gupta (Advocate) |
The GRC is responsible for reviewing, investigating, and resolving grievances in a structured manner.
6. Grievance Filing Process
Grievances can be lodged through multiple channels:
• Email: Grievance email ID ([info@durgaskills.in]).
• Online Portal: Company grievance portal available on the website.
• Written Submission: Formal letter submitted to the HR department.
• Helpline: Grievance redressal helpline ([011-45075903]).
Steps for Filing a Grievance:
1. Identify the Grievance: Clearly define the issue with supporting evidence.
2. Submit Complaint: Use any of the available channels to submit the grievance.
3. Acknowledgment: The complainant receives an acknowledgment within 48 hours.
4. Review & Investigation: The GRC investigates within 7 working days.
5. Resolution & Action: A resolution is provided within 15 working days.
6. Escalation: If dissatisfied, the complainant may escalate the issue to senior management or relevant regulatory bodies.
7. Grievance Resolution Process
Resolution Flowchart:
1. Grievance Received.
2. Acknowledgment Sent to Complainant.
3. Review & Fact-Finding.
4. Hearing (if required).
5. Resolution Decision.
6. Implementation of Corrective Actions.
7. Closure & Feedback Collection.
Types of Resolutions:
| Nature of Grievance | Resolution Process |
|---|---|
| Assessment-related complaints | Re-evaluation or independent review |
| Employee disputes | Mediation, counseling, or policy intervention |
| Misconduct allegations | Disciplinary action, suspension, or termination |
| Process inefficiencies | Policy updates or procedural improvements |
8. Confidentiality & Non-Retaliation
• All grievances are handled with strict confidentiality.
• Retaliation against complainants is strictly prohibited.
• Anonymous grievances are accepted but may require additional verification.
9. Monitoring & Reporting
• A quarterly report on grievances and resolutions is reviewed by senior management.
• Regular audits ensure compliance and efficiency of the grievance mechanism.
• Feedback from complainants is collected to improve the process.
10. Conclusion
Durga Devi Charitable Trust is dedicated to resolving grievances effectively, fostering a positive work and learning environment. Stakeholders are encouraged to utilize this mechanism to address concerns constructively.
For any grievance, contact: [info@durgaskills.in]
