GRIEVANCE POLICY

Who Can Raise Grievances

Our grievance procedure is open to all stakeholders, including:

  • Employees: Current and former team members

  • Business Partners: Vendors, suppliers, and collaborators

  • Valued Clients: Customers using our logistics services

  • General Public: Community members and concerned citizens

When to File a Grievance

We encourage you to reach out if you have concerns regarding:

  • Security Operations: Issues related to our Security Operations Management System (SOMS)

  • Legal Compliance: Suspected violations of applicable laws or regulations

  • Human Rights: Any breach of fundamental rights or dignity

  • Service Quality: Concerns about our logistics services or business practices

Our Commitment to Resolution

We do not merely record complaints – we take meaningful action. Our dedicated team ensures:

  • Prompt Response: Timely acknowledgment and investigation of all grievances

  • Thorough Investigation: Complete root cause analysis of reported issues

  • Corrective Actions: Immediate steps to address and resolve concerns

  • Preventive Measures: Systematic improvements to prevent recurrence

  • Continuous Improvement: Regular evaluation of our processes and policies

How to Submit Your Grievance

We have made it simple and convenient to reach us:

Contact Methods:

Please include:

  • Your contact information

  • Detailed description of the concern

  • Relevant dates and locations

  • Supporting documents (if available)

  • Preferred method of communication for follow-up

Our Response Process

  1. Acknowledgment: Confirmation of receipt within 24 hours

  2. Investigation: Thorough review of your concerns

  3. Resolution: Communication of findings and actions taken

  4. Follow-up: Ensuring effectiveness of implemented solutions

Confidentiality and Protection

We assure you that:

  • All grievances are handled with strict confidentiality

  • Your identity is protected throughout the process

  • No retaliation will be tolerated against anyone raising genuine concerns

  • Anonymous reporting is welcomed and equally valued

Thank you for helping us maintain the highest standards of integrity and service excellence. Your voice matters, and we are committed to listening and acting responsibly on every concern raised.