GRIEVANCE REDRESSAL
If something has gone wrong, tell us.
Anyone can raise a grievance with Hammy's Hope — whether we helped your animal, you gave to us, you treat for us, or you simply saw something you think we got wrong. This is how, and what happens next.
In short
- Anyone may raise one — a beneficiary, pet parent, carer, veterinary partner, donor, volunteer, employee, or member of the public.
- Two routes, and both reach the same person: email contact@hammy.org.in, or WhatsApp and phone on +91 90280 85871.
- We acknowledge within 3 working days and aim to resolve within 15. If you are not satisfied with the answer, you can ask for it to be reviewed by someone senior.
- It is handled confidentially, and nobody who raises a genuine grievance in good faith will be penalised for it.
Our commitment
Hammy-Needy Animals' Hope Foundation ("Hammy's Hope", "we", "us" or "our") is committed to addressing complaints and concerns fairly, transparently, and within a reasonable timeframe.
This policy sets out who may raise a grievance, how to raise one, what happens after you do, and how long each stage should take.
Who can raise a grievance
A grievance may be raised by any beneficiary, pet parent, animal carer, veterinary partner, donor, volunteer, employee, or member of the public who has a concern regarding Hammy's services, activities, representatives, or processes.
You do not need to have received assistance from us, or given to us, to raise one.
How to raise a grievance
Grievances can be submitted through:
- Email: contact@hammy.org.in
- WhatsApp or phone: +91 90280 85871
The complainant should provide their name and contact details, details of the concern, relevant case or reference number (if applicable), and any supporting information.
Anonymous complaints may also be considered where sufficient information is provided. We cannot report an outcome back to you on an anonymous complaint, but we will still look into it.
The grievance process
- Acknowledgment. The grievance will be acknowledged within 3 working days, where contact details are provided.
- Review. The Grievance Officer will review the complaint and obtain additional information where necessary.
- Resolution. The Foundation will take appropriate corrective action and communicate the outcome to the complainant.
- Escalation. If the complainant is not satisfied with the response, they may request a review by a senior representative of the Foundation.
The Foundation aims to resolve grievances within 15 working days, subject to the complexity of the matter and the availability of required information.
Confidentiality
Grievances will be handled confidentially, and personal information will only be shared with authorized persons who need it for reviewing or resolving the complaint, or where disclosure is required by law.
How we handle personal information generally is set out in our Privacy Policy.
Protection from retaliation
Hammy's Hope will not tolerate retaliation against any person who raises a genuine grievance in good faith.
The Grievance Officer
Grievances are received and reviewed by our Grievance Officer.
Where a grievance concerns personal data and is not resolved to your satisfaction, you may also complain to the Data Protection Board of India, established under the Digital Personal Data Protection Act, 2023. Chapter V
Review and improvement
Hammy's Hope will periodically review grievances to identify recurring issues and improve its services and processes.
Not sure it counts as a grievance?
Raise it anyway, and we will sort out which it is.
You do not need the right words or a reference number. Tell us what happened and who it involved, and the Grievance Officer will take it from there.
