CONTACT AND GRIEVANCE OFFICER POLICY

Students Wellbeing Foundation of India (SWFOI)

1. Purpose

This policy explains how individuals can contact Students Wellbeing Foundation of India (SWFOI) and raise concerns complaints or grievances related to services policies conduct or website usage.

SWFOI is committed to listening responsibly while maintaining organisational integrity and legal protection.

2. Who Can Raise a Grievance

Grievances may be raised by

• Students seeking support
• Members
• Volunteers
• Leaders
• Donors
• Website users
• Any individual interacting with SWFOI

Raising a grievance does not create any right claim or entitlement against SWFOI.

3. What Can Be Raised as a Grievance

Concerns may include but are not limited to

• Website related issues
• Membership or volunteer related concerns
• Behavioural or conduct issues
• Safety or safeguarding concerns
• Policy related clarifications
• Communication related complaints

SWFOI reserves the right to determine whether a matter qualifies as a grievance.

4. How to Contact SWFOI

You may contact SWFOI through the following channels

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Official website contact form

SWFOI does not guarantee response timelines and replies are subject to availability and priority.

5. Grievance Officer

SWFOI appoints a Grievance Officer responsible for reviewing concerns and deciding appropriate action.

Grievance Officer details

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Designation Grievance Officer
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The Grievance Officer acts on behalf of SWFOI and decisions taken shall be final.

6. Grievance Handling Process

Upon receiving a grievance

• SWFOI will review the information provided
• Additional details may be requested
• Internal assessment will be conducted if required
• An appropriate response or action may be decided

SWFOI is not obligated to provide detailed explanations or written outcomes.

7. Confidentiality

Grievances are handled with reasonable confidentiality.

However confidentiality cannot be guaranteed where

• Disclosure is required by law
• Safety or security is at risk
• Information must be shared internally or with authorities

8. Misuse of Grievance Mechanism

False malicious repetitive or misleading grievances are strictly discouraged.

SWFOI reserves the right to

• Dismiss such grievances
• Restrict communication
• Terminate membership or association
• Take appropriate action

9. Limitation of Liability

SWFOI shall not be held liable for

• Dissatisfaction with grievance outcomes
• Delays in response
• Actions taken based on internal discretion
• Third party involvement or outcomes

All engagement with the grievance mechanism is voluntary.

10. Policy Updates

SWFOI may revise this policy at any time without prior notice.
The latest version published on the website shall be final and binding.

Final Acknowledgement

By contacting SWFOI or submitting a grievance you confirm that you have read understood and agreed to this Contact and Grievance Officer Policy.