A Transparent, Fair and Efficient Process
Durga Devi Charitable Trust, operating as an assessment agency affiliated with NCVET, is committed to maintaining 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.
Who Can Raise a Grievance
Employees
Permanent, contract and temporary staff.
Assessors, Proctors and Evaluators
Domain experts involved in assessment and evaluation.
Candidates
Undergoing skill assessments.
.png)
Training Providers (TPs)
Affiliated with Skill India.
Other Stakeholders
Interacting with Durga Devi Charitable Trust.
Our Objectives
Provide a clear and transparent process for lodging grievances.
Ensure timely and fair resolution of grievances.
Foster a culture of trust and accountability.
Maintain compliance with regulatory and ethical standards.
What Constitutes a Grievance
For the purpose of this mechanism, a grievance is a formal complaint or concern related to the following:
- 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 NCVET guidelines
Grievance Redressal Committee
| Designation | Role | Authorized Person |
|---|---|---|
| Chairperson | Senior management representative | Mr. Vipin Kumar |
| Employee Representative | Member from HR or administration | Ms. Shruti Gupta |
| 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.
Grievance Filing Process
Written Submission
Formal letter submitted to the HR department.
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.
Grievance Resolution Process
- Grievance Received
- Acknowledgment Sent to Complainant
- Review & Fact-Finding
- Hearing (if required)
- Resolution Decision
- Implementation of Corrective Actions
- 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 |
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.
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.
Conclusion & Contact
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.