GRIEVANCE REDRESSAL POLICY
Last Updated: 8 September 2026
Grievance Redressal Policy
Seva Charitable Trust is committed to maintaining a transparent, respectful and responsible approach towards individuals who interact with the Trust, its website, programmes, activities or services.
This Grievance Redressal Policy provides a mechanism for submitting complaints, concerns or grievances relating to the Trust or its website.
1. Who Can Submit a Grievance?
A grievance may be submitted by:
- A website visitor.
- A donor.
- A volunteer.
- A programme participant.
- A community member.
- A partner or stakeholder.
- Any other person who has a genuine concern relating to the Trust or its activities.
2. Matters That May Be Raised
Grievances may relate to matters including:
- Website-related concerns.
- Donation or payment-related issues.
- Communication or acknowledgement issues.
- Privacy or personal-information concerns.
- Volunteer or participation-related concerns.
- Concerns regarding Trust activities or programmes.
- Conduct of persons representing the Trust.
- Accessibility or other reasonable concerns relating to interaction with the Trust.
3. Grievance Officer / Authorised Representative
Grievance Officer / Authorised Representative
Seva Charitable Trust
Email: info@sevacharitabletrust.com
Phone: +91 7978890542
The Trust may designate or update the authorised person responsible for handling grievances from time to time.
4. How to Submit a Grievance
A grievance may be submitted by email or by contacting the Trust using the details below.
Please provide, where possible:
- Your name and contact details.
- Date or approximate date of the incident or issue.
- Relevant transaction/reference number, if applicable.
- A clear description of the grievance.
- Supporting documents or information, if available.
- The resolution or action you are requesting.
Providing sufficient information will help us review the matter more efficiently.
5. Acknowledgement and Review
We will make reasonable efforts to acknowledge a grievance within 7 working days of receiving the complaint, subject to the availability of sufficient information.
The Trust will review the grievance fairly and may request additional information or clarification where necessary.
The time required to resolve a matter may vary depending on its nature, complexity and whether information from third parties is required.
6. Confidentiality
The Trust will make reasonable efforts to maintain the confidentiality of grievance-related information.
Information may be shared with relevant persons where reasonably necessary to investigate and resolve the grievance or where disclosure is required by law.
7. Anonymous Complaints
Anonymous grievances may be considered where sufficient information is provided to allow meaningful review.
However, the Trust may not be able to provide a response or seek clarification where the complainant’s identity or contact details are unavailable.
8. False or Malicious Complaints
The grievance mechanism is intended for genuine concerns.
Complaints containing deliberately false information, threats, abusive content or malicious allegations may not be considered where there is a reasonable basis to determine that the complaint is being misused.
This does not prevent a person from raising a genuine concern in good faith.
9. Donation and Payment Grievances
For donation-related complaints, please provide the relevant transaction details, such as:
- Date of transaction.
- Amount.
- Transaction/reference ID.
- Payment method or payment gateway, where known.
- Contact details used during the transaction.
The Trust may need to coordinate with the relevant bank, payment gateway or service provider to investigate the matter.
10. Privacy-Related Grievances
Privacy-related concerns may be submitted using the contact details below.
Where required, the Trust may verify the identity of the person making the request before providing information or taking action concerning personal data.
11. Escalation
If a complainant is not satisfied with the response provided, they may submit the matter again with additional information or explain why they believe further review is necessary.
The Trust will make reasonable efforts to review such escalation appropriately.
Nothing in this policy prevents an individual from exercising any rights or remedies available under applicable law.
12. Changes to This Policy
Seva Charitable Trust may update this Grievance Redressal Policy from time to time.
The latest version will be published on this page with the applicable “Last Updated” date.
13. Contact Details
Seva Charitable Trust
At/PO – Semiliguda, Koraput, Odisha – 764036, India
Email: info@sevacharitabletrust.com
Phone: +91 7978890542