1. Purpose

The purpose of this grievance redressal process is to provide a clear, confidential and fair mechanism for reporting concerns related to services, conduct, safety, ethics, confidentiality, safeguarding, harassment, data protection, conflicts of interest or any other organisational matter.

2. Who Can Raise a Grievance

A grievance may be raised by:

• Clients or service users
• Family members or caregivers
• Employees and consultants
• Psychologists, counsellors, trainers and facilitators
• Interns, volunteers and trainees
• Partner organisations and vendors
• Any individual interacting with Weal in an official capacity

3. Matters That Can Be Reported

Concerns may include, but are not limited to:

• Service-related concerns or dissatisfaction
• Unethical conduct or professional misconduct
• Harassment, bullying, discrimination or sexual misconduct
• Child protection or safeguarding concerns
• Confidentiality or data protection breaches
• Conflict of interest concerns
• Unsafe behaviour during therapy, workshops, outreach or training
• Misuse of organisational resources or authority
• Concerns involving vendors, partners or external collaborators

4. How to Submit a Grievance

A grievance may be submitted verbally or in writing. Written complaints are encouraged wherever possible so that the concern can be documented accurately.

Complaints may be addressed to:

• The Grievance Redressal Committee
• The Ethics Committee
• The Child Protection Officer, where applicable
• The Data Protection Officer, where applicable
• A supervisor, programme lead or senior representative of Weal

5. Information to Include

To help Weal review the matter properly, the grievance should include:

• Name and contact details of the person reporting, if they are comfortable sharing
• Date, time and location of the incident or concern
• Names of individuals involved, if known
• A clear description of the concern
• Any supporting documents, messages, screenshots or evidence
• Whether immediate safety support is required

6. Confidentiality

All grievances will be handled with confidentiality. Information will be shared only with individuals directly involved in reviewing, investigating or resolving the concern, or where disclosure is required by law or necessary for safety.

7. Review and Resolution Process

7.1. Acknowledgement

The complaint will be acknowledged after it is received and documented by the appropriate authority.

7.2. Initial Assessment

The matter will be reviewed to assess urgency, safety concerns, seriousness and the appropriate process for resolution.

7.3. Investigation

Where required, an investigation may include discussions with concerned individuals, review of records, examination of evidence and consultation with relevant committees or authorities.

7.4. Resolution

Appropriate steps will be taken based on the nature and severity of the grievance. This may include clarification, corrective action, warning, training, suspension, termination, referral or legal escalation where required.

8. Protection Against Retaliation

Weal does not tolerate retaliation against any person who raises a grievance in good faith, supports another person in reporting a concern or participates in an investigation. Any retaliation will be treated as a serious violation.

9. Safeguarding and Emergency Concerns

If the grievance involves immediate risk to a child, adult, client, staff member or any vulnerable person, Weal will prioritise safety and may take urgent steps, including referral to appropriate authorities, emergency support services or mandatory reporting as required by law.

10. Record Keeping

All grievances, investigation notes, decisions and actions taken will be documented and stored securely. Access to these records will be limited to authorised personnel only.

11. Contact for Grievance Submission

To submit a grievance or raise a concern, please contact Weal through the official communication channels.

12. Commitment to Fair Redressal

Weal is committed to addressing grievances with fairness, urgency, confidentiality and respect for all individuals involved.