top of page

Client and Employee Grievance Policy


1. Purpose

CARRY is committed to maintaining a supportive and respectful environment for both clients and employees. This policy outlines procedures for addressing and resolving grievances to ensure fair treatment and the prompt resolution of concerns.

2. Scope

This policy applies to all clients and employees affiliated with CARRY, including volunteers and contractors.


3. Client Grievance Procedure

  • Clients are encouraged to address grievances informally with the relevant staff member or supervisor.

  • Clients can submit a written complaint to the designated grievance officer within 48 hours if the grievance remains unresolved.

  • Upon receiving a complaint, the grievance officer will investigate the matter promptly and impartially.

  • CARRY will strive to resolve grievances within a reasonable timeframe and communicate the outcome to the client.


4. Employee Grievance Procedure

  • Employees are encouraged to discuss concerns informally with their immediate supervisor or HR representative.

  • Employees can formally submit a written complaint to HR within 48 hours if the grievance persists.

  • HR will conduct a thorough investigation, ensuring confidentiality and fairness.

  • Efforts will be made to resolve employee grievances promptly and communicate the outcome to the employee.

5. Confidentiality and Non-Retaliation

  • All grievances will be handled with confidentiality, respecting the privacy of those involved.

  • CARRY prohibits any form of retaliation against individuals who raise grievances in good faith.

6. Review and Resolution

  • CARRY is committed to promptly addressing and resolving grievances to the best of its ability.

  • Regular reviews of grievance procedures will be conducted to ensure their effectiveness and fairness.

7. Reporting and Documentation

  • CARRY will maintain records of grievances and resolutions for compliance and review purposes.

8. External Resources

  • If internal procedures do not resolve the grievance satisfactorily, individuals may seek assistance from relevant external agencies or authorities.

9. Compliance

  • All employees and stakeholders are expected to comply with this grievance policy.

bottom of page