Grievance Redressal
ARUNA is committed to accountability. All grievances are treated with confidentiality, dignity, and urgency.
Our Commitment
ARUNA maintains a zero-tolerance policy toward retaliation against anyone who raises a grievance in good faith. All submissions are kept strictly confidential. Anonymous complaints are also accepted and taken seriously. We ensure every grievance receives a written acknowledgement within 3 working days.
Grievance Address Hierarchy
Follow the levels below. Start at Level 1 and escalate only if unresolved at the previous level.
Level 1 — Field / Programme Level
Project Coordinator / Field Officer
First point of contact for any grievance related to field-level activities, staff conduct, or service delivery. Aimed at resolving issues within 7 working days.
Level 2 — Programme Management Level
Programme Manager / Regional Lead
If unresolved at Level 1 or if the grievance involves a field coordinator, escalate here. Expected resolution within 15 working days.
Level 3 — Senior Management / Executive Director
Executive Director, ARUNA
For serious or unresolved grievances, including those involving programme management. Resolution within 21 working days with written acknowledgement.
Level 4 — Governing Board
Chairperson, Board of Trustees
Final internal escalation tier for grievances not resolved at executive level, including allegations of misconduct, fraud, or rights violations.
Report Your Concern
All information is kept confidential. You may also submit anonymously.