Prudential Guards Limited

Complaint and Grievance Procedure

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Complaint and Grievance Procedure

Prudential Guards Limited is committed to maintaining a transparent and accessible process for addressing internal and external complaints and grievances. This procedure ensures that all concerns are managed fairly, promptly, and in compliance with ISO 18788:2015/PSC 1.-2022 and applicable legal requirements

The Procedure includes, but not limited

  • Mechanisms for complaint or grievance submission.
  • Information requirements for submitters, including corroborating evidence.
  • Defined timeframes for submission, investigation, and resolution.
  • Confidentiality and privacy safeguards.
  • Hierarchical steps for resolution, including an appeals process.
  • Internal and external investigation procedures.
  • Maintenance of files and records related to grievances and investigations.
  • Provisions for disciplinary actions.
  • Steps for resolving grievances and preventing recurrence.
  • Documentation protocols.
  • Communication of outcomes, including feedback to complainants.
  • Notifications to appropriate authorities where necessary.
  • Ongoing evaluation of the effectiveness of these procedures.

2. Receiving Complaints and Grievances

  • Complaints and grievances can be submitted through email: service@prudentialguards.com, written correspondence, or in person to designated personnel.
  • Anonymous complaints will be considered if sufficient evidence is provided for investigation.
  • Details required from the submitter include:
    • Name and contact information (if not anonymous).
    • Detailed description of the grievance.
    • Supporting evidence, where applicable.

Timeframes for Submission, Investigation, and Outcomes

All complaints and grievances will adhere to predefined timelines to ensure prompt and effective resolution:

  • Acknowledgment of complaints: Within 24 hours of receipt.
  • Investigation commencement: Within 48 hours of acknowledgment.
  • Investigation completion: Within 10 business days, depending on the complexity of the grievance.
  • Resolution and feedback to complainant: Within 5 business days after investigation completion.

3. Hierarchical Resolution Process
Grievances will be resolved in a structured manner to ensure proper handling:

  • First Level: Immediate supervisor or department head
  • Second Level: Senior management or Human Resources Manager
  • Final Level: Managing director or external mediation, if necessary.

4. Investigation Process
Investigations will follow a transparent and fair process:

  • Both internal and external investigations will be conducted based on the complexity of the grievance
  • Steps will include preventing witness intimidation and ensuring evidence is preserved
  • Complainants who act in good faith will be protected from retaliation

5. Root Cause Identification

The investigation aims to:

  • Identify the root cause of the grievance, whether organizational, procedural, or individual.
  • Use findings to inform corrective and preventive actions.

6. Corrective and Preventive Actions

Based on investigation findings:

  • Adjustments will be made to organizational policies and procedures.
  • Training and awareness programs will address identified gaps.
  • Disciplinary actions will be taken, proportional to the severity of infractions.

7. Communication of Outcomes

  • Complainants will be informed about the findings and resolutions through official communication
  • Feedback will be provided on actions taken to prevent recurrence

8. Notification to Authorities

  • Prudential Guards Limited will notify and engage with appropriate authorities as required by law
  • Reports and evidence will be shared in compliance with confidentiality protocols

9. Documentation and Feedback

  • All grievances, investigations, and resolutions will be documented and securely stored
  • Records will include timelines, actions taken, and resolutions for future reference

10. Monitoring and Review

  • The grievance process will be regularly monitored to ensure alignment with company policies and legal standards
  • Effectiveness will be assessed through periodic reviews and updates

Confidentiality Commitment

Prudential Guards Limited prioritizes confidentiality throughout the grievance process, ensuring the dignity and rights of all parties involved are safeguarded

For: PRUDENTIAL GUARDS LIMITED

MANAGING DIRECTOR

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