Your feedback and concerns are important. This policy explains how we handle grievances — complaints about our services, staff, payouts, data, or anything else related to Easy Seva Foundation.
1. Three-Level Escalation
We have a structured escalation process. Please start at Level 1 — most issues are resolved there. If not satisfied, escalate to Level 2, and finally Level 3.
Level 1 — Donor Care
For general queries, payment issues, application status, or minor complaints.
- WhatsApp: +91 98765 43210
- Email: care@easylifefoundation.org
- Response: within 24 hours
- Resolution: within 7 working days
Level 2 — Grievance Officer
If Level 1 doesn't resolve your issue, or for serious complaints (fraud, misconduct, policy violations).
- Grievance Officer: Ms. Anita Sharma
- Email: grievance@easylifefoundation.org
- Response: within 3 working days
- Resolution: within 15 working days
Level 3 — Board / Nodal Officer
Final escalation — if Level 2 resolution is unsatisfactory.
- Nodal Officer: Mr. Vikash Kumar (Founder)
- Email: nodal@easylifefoundation.org
- Response: within 5 working days
- Final decision: within 30 working days
2. What to Include in Your Complaint
- Your donor ID and registered mobile/email
- Date and description of the issue
- Any relevant transaction reference, document, or screenshot
- What resolution you're seeking
- Preferred mode of response (email / WhatsApp / phone)
3. Turnaround Time
- Simple queries: 24-48 hours
- Payment issues: 5-7 working days
- Application/document disputes: 10-15 working days
- Serious grievances (Level 2+): 15-30 working days
4. External Escalation
If you are not satisfied with our response, you may approach:
- Consumer Protection: National Consumer Helpline (1915) or your local Consumer Court
- Data Privacy: Data Protection Board of India (under DPDP Act, 2023)
- Legal: Civil courts at Patna (exclusive jurisdiction)
5. Confidentiality & Retaliation
All grievances are handled confidentially. We do not retaliate against donors who file complaints. Whistleblowers against Foundation staff/volunteers are fully protected per our Whistleblower Policy (see Financial & Legal Documents).
6. Track Your Complaint
Every grievance receives a unique ticket ID. You can track status by replying to our acknowledgement email or WhatsApp message with the ticket ID.
7. Contact
WhatsApp: +91 98765 43210
General Email: care@easylifefoundation.org
Grievance Email: grievance@easylifefoundation.org
Nodal Officer: nodal@easylifefoundation.org