Grievance Redressal and Complaints Policy

To give donors, beneficiaries, volunteers, CSR partners and members of the public a clear route to raise a complaint and have it addressed.

Key provisions

A complaint can be submitted by email, phone, or the Contact page form
An acknowledgement is sent, and the complaint is resolved or given a clear status update, within a reasonable, stated timeframe once this process is operational
Complaints about a specific trustee or senior staff member are escalated directly to the full Board of Trustees
This policy covers service and conduct complaints; a data protection specific complaint should also reference the Beneficiary Privacy and Consent Policy and Privacy Policy

Escalation

A named Grievance Redressal Officer and Data Protection contact have not yet been designated by the Board of Trustees. Until a trustee resolution names that person, direct all grievances and data requests to contact@devsfoundation.com or +91 77991 00040, and update this page the day someone is appointed.

Policy record

Classification	Operationally necessary
Applicable legal references	Digital Personal Data Protection Act 2023, grievance redressal provisions, General principles of charitable trust accountability
Responsible role	Grievance Redressal Officer
Approval authority	Board of Trustees, Dev's Foundation Trust
Status	Draft, not yet approved by the Trustees
Version	0.1, draft
Review schedule	Annually, or on a relevant change in law

This is a draft policy template written for site structure purposes. It has not been reviewed by a lawyer. Please have it checked against applicable Indian law, including the Digital Personal Data Protection Act 2023 where relevant, before publishing it as the Trust's actual policy.