Grievance Redressal Policy

 

Background

This Grievance Redressal Policy works as guideline for handling and redressing the complaints/grievances if any raised by the stakeholders in a time bound manner. The Grievance Redressal Mechanism under this Policy will also deal with the issue relating to services provided by Indian Register of Shipping (“Company”). This Policy was approved by the Executive Chairman of the Board on 12th July 2024.               

Objective

IRS is committed to provide excellent service to its stakeholders on a regular and consistent basis for the Company’s sustained growth. Handling of Complaints and Grievances is an important activity of any customer‐oriented organization. IRS believes that quick and effective handling of complaints as well as prompt corrective and preventive actions are essential for the growth of the Company.

The objective of this Grievance Redressal Policy (Policy) is to provide a clear, transparent and structured process / procedures to communicate and handle grievances and ensure a timely and fair resolution. The external stakeholders include customers, vendors, service providers, partners, public and others who deals with the Company.

Scope

This Policy applies to all grievances raised by the external stakeholders regarding the Company’s services, employees or any other matter of concern.

The procedures/processes contained in this Policy are applicable to the Head Office and all the branches/offices of IRS situated across the world and to all activities where there is an interaction with the stakeholders.

The policy contains two sections:
a. Capturing stakeholder grievances
b. Grievance Redressal Mechanism

Definitions

  • Grievance: Any complaint or concern raised by an external stakeholder.
  • Complainant: The external stakeholder raising the grievance.
  • Management Representative (MR): The designated official of the Company i.e. Management Representative who will be point of contact for handling all grievances.

 

1. Capturing stakeholder grievances

Submission of Grievances

Grievances can be submitted through the following channels:

  • Visit: Personal visit to the Company’s offices
  • Email: Send an email to grievance@irclass.org
  • Telephone: Call our grievance redressal no. +91-22-71199472/530
  • Postal Mail: Address the grievance to:

The Management Representative (for grievances relating to the Company) / The Head HR (for grievances relating to employees); Indian Register of Shipping; 52-A Adi Shankaracharya Marg; Opp Powai Lake, Powai; Mumbai -400072. India.

Acknowledgment of Grievance

Upon receipt of the grievance, the Company will:

  • Acknowledge receipt within 5 business days.
  • Provide a unique grievance reference number for tracking purposes.

 

2. Grievance Redressal Mechanism

Investigation and Resolution

Initial Review: The MR will forward the complaint to the concerned person for resolution and conduct an initial review of the grievance within 7 business days of acknowledgment.

  • Investigation: Depending upon the findings of the initial review, if the grievance requires further investigation, the MR in consultation with the Management will constitute a team consisting of senior members for further investigation.
  • Time Frame
    • 07 working days – Initial review by the MR
    • 15 working days – Investigation by the designated team
    • 21 Working days – Complete investigation and submission of report.
  • Feedback to the complainant - The MR will communicate the resolution to the complainant within 30 business days from the date of receipt of the grievance. If more time is required, the complainant will be informed of the delay and the expected resolution timeline.

Escalation

If the complainant is not satisfied with the resolution, they can escalate the grievance to:

  • managing.director@ irclass.org
  • The escalation will be reviewed, and a final decision will be communicated within 15 business days of the escalation.
  • The MD will also investigate repeat complaints from the said stakeholders.

Confidentiality

All grievances will be handled with the utmost confidentiality. Information related to the grievance will only be shared with individuals directly involved in the resolution process.

Documentation and Reporting

  • All grievances, their resolutions, and related communications will be documented and retained for a minimum of 3 years.
  • The MR will prepare a half yearly report summarizing the grievances received and their resolution status for review by senior management.

Continuous Improvement

The Company will periodically review the grievance redressal process and policy to ensure effectiveness and make improvements as necessary based on feedback and changing circumstances.

Communication of the Policy

This Policy will be:

  • Published on the Company’s official website.
  • Included in external communications, such as emails and newsletters.
  • Displayed prominently in company offices and locations