1. Purpose
Green Being Foundation is committed to transparency, accountability, ethical conduct, and respectful communication with donors, volunteers, beneficiaries, partners, and website visitors.
This Grievance Redressal Policy establishes a process for receiving, reviewing, and resolving complaints relating to the Foundation's activities, donation process, website, communications, and services.
2. Scope of the Policy
This policy applies to grievances concerning:
- Donations, payment confirmations, and donation receipts.
- Duplicate, failed, or incorrectly processed transactions.
- Refund and cancellation requests.
- Privacy concerns and the handling of personal information.
- Volunteer activities, events, and programme-related concerns.
- Conduct of representatives or personnel acting on behalf of the Foundation.
- Website accessibility, content, or technical issues.
- Other concerns relating to the Foundation's activities.
3. How to Submit a Grievance
A grievance may be submitted by email or through the Foundation's published contact channels.
Please provide the following information, where relevant:
- Your name and preferred contact details.
- A clear description of the complaint.
- The date and location of the incident, if applicable.
- The donation transaction reference, if the complaint relates to a payment.
- Relevant supporting documents or screenshots, where available.
- The resolution you are seeking.
Grievance Email: info@greenbeingfoundation.org
Phone: +91 94333 15395
Postal Address: 2/8, T N Chatterjee Street, Baranagar, Kolkata, 700090, West Bengal, India
Please do not include passwords, UPI PINs, complete card details, or one-time passwords in your complaint.
4. Acknowledgement of Complaints
The Foundation aims to acknowledge grievances within three to five working days of receipt, where contact details are available.
If additional information is needed, the complainant may be contacted for clarification.
5. Review and Resolution
The Foundation will review each grievance fairly and objectively. Relevant records may be examined, and the concerned personnel or service providers may be consulted where necessary.
The Foundation aims to provide an initial resolution or progress update within 15 working days, depending on the nature and complexity of the matter.
If a matter requires additional time, the complainant will be informed of the delay and, where reasonably possible, the expected timeline for further action.
These timelines are the Foundation's intended service standards and do not replace any mandatory deadlines under applicable law.
6. Escalation Process
If a complainant is dissatisfied with the initial response, or the grievance remains unresolved, the matter may be escalated by replying to the original complaint email with the subject line:
Escalation of Grievance – Green Being Foundation
The complaint will be referred to the Foundation's designated senior representative or authorized governing body member, as appropriate.
Escalation Contact:
Email: info@greenbeingfoundation.org
Subject: Escalation of Grievance – Green Being Foundation
The Foundation should designate an appropriate person to oversee escalated complaints and update this policy if a separate grievance officer is formally appointed.
7. Privacy and Confidentiality
Grievance information will be handled with appropriate confidentiality and accessed only by persons who need it for review, resolution, or legal compliance.
Information may be shared with relevant payment providers, professional advisers, or competent authorities where necessary and lawful.
8. Protection Against Retaliation
The Foundation does not condone retaliation against individuals who raise genuine concerns in good faith.
Complaints will be handled respectfully, without discrimination, and on the basis of the information available.
9. Fraudulent or Abusive Complaints
The Foundation may take appropriate steps to address complaints that contain demonstrably false information, threats, or abusive content. However, a complaint will not be rejected merely because it is critical of the Foundation.
10. External Remedies
Nothing in this policy prevents a complainant from approaching a competent regulatory authority, law enforcement agency, payment provider, or other appropriate forum where legally entitled to do so.
11. Policy Review
Green Being Foundation may review and update this policy periodically to improve its grievance-handling process and comply with applicable legal requirements.
12. Contact Information
Green Being Foundation
Email: info@greenbeingfoundation.org
Phone: +91 94333 15395
Address: 2/8, T N Chatterjee Street, Baranagar, Kolkata, 700090, West Bengal, India
Website: https://www.greenbeingfoundation.org