Public Grievance Redressal Mechanism

1. Institutional Governance & Purpose

Ashjyoti Foundation is committed to complete operational transparency, ethical non-profit governance, and prompt redressal of citizen inquiries and grievances. This mechanism establishes a formal, accessible avenue for donors, volunteers, members, and the general public to submit feedback, report discrepancies, or request administrative review.

2. Scope of Grievance Redressal

Citizens may submit grievances regarding:

1. Donation & Financial Disclosures: Missing donation receipts, PAN submission corrections for Form 10BD filings, or duplicate payment refund inquiries.
2. Rescue & Veterinary Operations: Animal rescue status updates, feedback on ambulance response coordination, or sanctuary visitation requests.
3. Volunteer & Member Services: Volunteer ID badge issuance, certificate verification queries, or training program schedules.
4. Community Feeder & RWA Coordination: Guidance on lawful street animal feeding, conflict resolution with neighborhood associations, or local humane education.

3. Multi-Tier Escalation Hierarchy

To ensure systematic investigation and time-bound resolution, grievances are processed through a 3-tier structure:

Tier 1 — Frontline Helpdesk

• Channel: info@ashjyotifoundation.org | Phone: +91 75310 99000 (Mon–Sat, 9:00 AM – 7:00 PM IST)
• Target: Initial acknowledgment and ticket reference assigned within 2 business days (48 hours).
• Resolution: Direct operational clarification or receipt issuance within 5 working days.

Tier 2 — Nodal Grievance Redressal Officer

• Channel: grievance@ashjyotifoundation.org
• Scope: Unresolved Tier 1 matters, formal complaints regarding staff conduct, or financial disputes.
• Resolution: Independent factual review and written resolution issued within 7 to 10 working days.

Tier 3 — Board Governance & Fiduciary Oversight

• Scope: Matters involving institutional compliance, legal interpretation, or persistent disputes.
• Resolution: Formal review by the Board of Directors with conclusive administrative directives within 15 working days.

4. Confidentiality & Protection Against Retaliation

• Strict Privacy Safeguards: Complainant identities, phone numbers, and communication logs are handled with strict confidentiality and never disclosed publicly.
• Whistleblower Protection: Volunteers, staff members, and citizens raising genuine concerns in good faith are protected from adverse administrative actions or retaliation.

5. Frivolous or Vexatious Communications

To ensure critical veterinary emergency resources remain accessible for genuine animal welfare needs, complaints found to be defamatory, vexatious, or submitted with malicious intent to disrupt operations will be closed following formal written notice.