Lakshmi Green Ship Recyclers LLP ("the organization") is committed to being open and responsive to any complaints or suggestions for improvement made by its employees or any members of the community. The organization will at all times seek an outcome to a complaint which is satisfactory to all parties and will endeavor to incorporate suggestions for improvement into development and business improvement programs.
The purpose of this policy is:
To establish the principles which are to govern the Organisation's response to complaints and suggestions for improvement.
To ensure the existence of procedures through which employees and members of the community can communicate complaints and suggestions for improvement regarding any aspect of the Organisation's services, functioning or operations, all company policy including discrimination, harassment, abuse, voluntary labor and respect full treatment.
To enable the organization to address all complaints through ensuring that they are recorded, considered, resolved and monitored.
To ensure that suggestions for improvement are actively encouraged, received, considered and if appropriate, delegated with their implementation monitored are recorded.
The organization shall implement and maintain a formal complaints procedure to ensure that all complaints are responded to in a timely and impartial fashion.
The organization shall ensure that all suggestions for improvement and complaints are recorded, considered and retained for process improvement purposes.
The organization encourages employees and members of the community who have a suggestion for improvement or complaint in relation to any aspect of the organization or to the actions of a staff member to express this through the formal relevant procedures.
Formal complaints can be written or verbal. If verbal, the assisting staff member will document the complaint. Access to interpreters will be available if required.
The organization shall address all complaints in a confidential manner. Only the people directly involved in making, investigating or resolving a complaint will have access to information about it.
The organization shall ensure that the complaint investigation process is impartial. No assumptions will be made nor any action taken until all relevant information has been collected and considered.
The organization shall ensure that any complaint is free of repercussions for the complainant. The organization will take all necessary steps to ensure that no victimization occurs against anyone who makes a complaint.
The General Manager will be responsible for managing the complaints procedure and will ensure that complaints are forwarded to the relevant person for consideration and resolution. The organization shall ensure that employees, as well as other members of the community, are able to directly contact the General Manager if it be their wish.
All information relating to a complaint will be kept on a Complaints Register and no documentation will be kept on an individual's client or staff file.
The organization shall ensure that all staff is aware of this policy and its related procedures.
The organization recognizes the right of individuals to approach an external agency if the formal complaints procedure has not resolved the issue to their satisfaction.
