Grievance Redressal:

Objective:

  • The objective of the Grievance Redressal policy of the Company is to ensure the fair and equal treatment to all its stakeholders without any bias -irrespective of caste, creed, race, gender, special abilities – on all occasions
  • The resolution of grievances is within defined Turn Around Time (TAT)
  • The resolution process is accelerated with proactive interventions by the Grievance Redressal Committee to cause nil distress to the stakeholders

Brief description of the Policy:

The policy framework lays down requirements related to aspects of principal of grievances redressal, registration of complaints, escalation of complaints, resolution of complaints, periodic review of records Principles of Grievance Redressal:  

  • Our stakeholders will be provided with information on how to raise their grievances or concerns at all offices and on website.
  • The process to raise a complaint / escalation / grievance would involve only relevant investigative questions without any kind of hassle to the stakeholders.
  • Resolutions would follow the simple principle of ensuring an efficient resolution.
  • We shall always remain quick and consistent in providing necessary information or process requested by the stakeholder.

Registration of complaints: 

For External Stakeholders:

The Company enables its stakeholder’s to register complaints through multiple channels. The various channels available to stakeholders are as follows: –

  • E-mail: Any person having a cause for raising grievance or making an appeal or for any other concern can send an email to grievances@navriti.com for the redressal of their grievance or concern. Respective contact details for the Grievance Redressal Committee members are mentioned in the escalation matrix given later in this policy document.
  • Registered / Corporate / Administrative Offices: Stakeholders can speak to the officials-in-charge at the Company’s offices for resolution of their issues or register their grievances at the Office Complaints Register available at reception.
  • Grievance Redressal Unit: Stakeholders can reach out to a dedicated Number of Grievance Redressal Unit over phone and email which is updated on our website under section => Grievance Redressal.
  • A Report containing number of complaints received, resolved, unattended during the Financial Year, timeline for resolution and summary of such grievance is provided to the Management /Board for their review of GR mechanism in order to streamline the process as well as for reduction of complaints.

For Internal Stakeholders (Employees of Navriti):

At Navriti we have 2 different procedure that an employee can choose to solve the issue:

  • Open Door Procedure
  • Step Ladder Procedure

Open Door:

A process of open communication and transparency allows employees to bypass their supervisors to engage with senior management. Open door policies exist to encourage employees to offer suggestions and ideas, provide or solicit feedback, seek personal or professional counsel, or address concerns within the company.

At Navriti we maintain that every employee has rights to speak openly with their employer about issues face-to-face, rather than through e-mail. The open door policy serves to empower employees, knowing that their voice is heard and issues are quickly addressed and resolved.

Step Ladder Policy:

Process:

  • Employee sends an email to his/her immediate supervisor regarding the issue.
  • The supervisor has to come back with a solution within 3 days otherwise it is escalated to the BU Head.
  • The BU Head has to find a solution for the same in 14 days else it is escalated to HR department.
  • HR has to come up with a solution within 20 days from the date it has been assigned.
  • In case HR is not able to solve the issue of its own; it will be passed to grievance redressal committee.
  • In case the issue remains unsolved or still the employee remains dissatisfied with the decision of the grievance committee, the issue is forwarded to an arbitrary whose decision remain final.

Escalation of complaints:

Level 1:  

The stakeholder may register his/her query/ complaint to the Company which shall be addressed to the Grievance Redressal Officer (GRO) in connection with any matter pertaining to business practices, or any other matter which is directly linked with the company. The details of the Grievance Redressal Officer are given as follows:

Name of the Grievance Redressal Officer: Mr. K Santosh

Email id: grievances@navriti.com 

Address: Navriti Technologies Pvt Ltd, A-75 First Floor,Sector -5,Noida,Uttar Pradesh-201301, India.  Email ID: ksantosh@navriti.com

Level 2:  

If the complaint is not resolved within 15 days, the stakeholder shall complaint to the Senior GRO of the Company: 

Name: Ms. Soumya Hegde

Email id: grievances@navriti.com

Address: Navriti Technologies Pvt Ltd, # 9, 100 Feet Road, Bendre Nagar, Bengaluru – 560070, Karnataka, India.

Email ID: soumya.h@navriti.com

Level 3:  

If the complaint / dispute is not redressed within a period of one month from date of its receipt, the stakeholder may appeal to:

Email id: grievances@navriti.com

Mr. Mrinal Kumar – Chief Executive Officer, 

Address: Navriti Technologies Pvt Ltd, # 9, 100 Feet Road, Bendre Nagar, Bengaluru – 560070, Karnataka, India.

Email ID: mrinal.k@navriti.com

Policy Revision:

This policy is subject to revision based on the extant company policy from time to time.

ANNEXURE – I

Grievance Submission Form:

To ensure that all relevant particulars are available for further actions to be taken, full details must be recorded at the time of receiving a grievance or complaint as shown below:

Particulars of Stakeholder /Client

 

Particulars of the Grievance

 

Date

Name

Address

Landline/ Mobile

Email

Subject of the grievance

Office

Brief description

1

2

3

4

5

6

7

8

 

Grievance Redressal:

Process

Maximum Turn Around Time (TAT)

Acknowledge a grievance

3 business days

Resolve a grievance

Within 15 days

Closure of the grievance

A complaint shall be considered as disposed of and closed when 

•               Request of the complainant has been fully acceded or,

•               Where the complainant has indicated in writing, acceptance of the response of the Company or,   Where the complainant has not responded to the Company within 6 weeks of the Company’s written response

 

Grievance Redressal Committee:

Presence of (Committee Redressal)
(Yes/No) 
Name of the GRC Members  Email ID  Role  TAT  from 
Grievance 
Receipt 
(Working Days) 
Yes K Santosh ksantosh@navriti.com GRO 3rd Day
Yes Soumya Hegde soumya.h@navriti.com Senior 7th Day
GRO
Yes Mrinal Kumar mrinal.k@navriti.com CEO 10th day

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