Introduction

A robust complaint redressal mechanism is crucial for fostering a safe and inclusive workplace. It ensures that employees feel heard and supported when they report incidents of harassment or inappropriate behavior. A transparent, fair, and timely process is essential for maintaining employee trust and organizational integrity. This guide outlines the steps for establishing a solid complaint redressal mechanism, as well as the timeline for processing complaints and step-by-step instructions for handling them effectively.

How to Establish a Robust Complaint Redressal Mechanism

1. Designate Reporting Channels:
   • Set up multiple accessible reporting channels (email, phone, online portal, or in-person reporting).
   • Ensure the channels are confidential to protect the identity of the complainants.
2. Create a Clear Reporting Process:
   • Define how employees can report complaints.
   • Outline the steps for filing, investigating, and resolving complaints.
3. Form an Internal Complaints Committee (ICC):
   • Establish an ICC with trained members, including external experts, for unbiased judgment.
4. Ensure Timely Action:
   • Set clear timelines for filing, inquiry, and resolution.
   • Communicate timelines to employees.
5. Ensure Confidentiality and Protection:
   • Protect the confidentiality of complainants and witnesses.
   • Ensure there is no retaliation or victimization.
6. Train Staff on the Process: Conduct regular training for employees and management.
7. Maintain Records and Monitoring: Keep detailed records and regularly assess the mechanism’s effectiveness.

Timeline of Complaint Redressal Process

1. Complaint Filing: Filed within 3 months of the incident.
2. Complaint Acknowledgment: Within 7 days of receiving the complaint.
3. Inquiry Process: Completed within 90 days.
4. Report Submission: Within 10 days of inquiry completion.
5. Implementation of Recommendations: Within 60 days of report submission.
6. Appeal Process (if applicable): Concluded within 60 days.

Step-by-Step Complaint Redressal Process

1. Filing the Complaint: Employees report incidents through available channels.
2. Acknowledging the Complaint: ICC acknowledges within 7 days and provides a reference number.
3. Investigation by ICC: ICC conducts a thorough inquiry within 90 days.
4. Submission of Findings: ICC submits findings to the employer.
5. Action on Findings: Employer implements recommendations (e.g., disciplinary actions).
6. Feedback and Follow-up: Ensure resolution and no retaliation occurs.