SFL Grievance Redressal Policy

1. Introduction

Sports For Life (SFL) (hereinafter referred to as “Company”) aims to maintain an environment in all its academies and premises that is fair, nurturing and conducive of learning and coaching. We understand that there are various complexities in the day-to-day operations and grievances related to classes, human interaction, coach performance, violation of policy, etc. may arise. The Company is committed to providing a productive and conducive environment where grievances are dealt with fairly and promptly.

For any such incidents, we encourage all students, players, parents of students, customers/clients, service providers, vendors, to respectfully raise their concerns using the Grievance Redressal Mechanism outlined in this Policy.

This policy aims to clarify the procedures governing the policy and all other necessary information that an aggrieved may require to seek redressal.

2. Objective

• To establish a fair Grievance Redressal Mechanism for all Students, Players, Parents of Students, Clients, Service Providers, Vendors etc.
• To provide details of the Grievance Redressal Committee & Escalation Matrix.
• To define the Redressal Process.
• To ensure that we foster a fair & respectful culture within the Organization.
• Scope:
• This policy is applicable to all Clients, Students, Players, Parents of Students, Coaches, Vendors, Service Providers or any other person to whom the company provides its services.
• The mechanism only covers grievances which are non-sexual in nature and for which there is no separate policy or procedure (e.g. Prevention of Sexual Harassment Policy and Child Protection Policy has separate mechanisms).
• Definitions:
• A “Grievance” may be about any act, omission, situation or decision that the stakeholder thinks to be unfair, discriminatory, or unjustified and it can be against any policy, personnel, facilities, or action or decision, and shall be in the nature of seeking remedial action.
• The “Grievance Redressal Matrix” is an escalation matrix with the details of the point of contact in an ascending manner.
• The “Grievance Redressal Committee” is an independent body of four members formed for the purpose of investigating any grievances filed and providing remedy or solutions to the respective grievances.
• GRP – Abbreviation of Grievance Redressal Policy
• GRO - Abbreviation of Grievance Redressal Officer
• GRC - Abbreviation of Grievance Redressal Committee.
• Guiding Principles:
• Sensitivity: The stakeholders are encouraged to evaluate the situation with sensitivity and use the most effective way of raising the concern with the other person, directly. Addressing the issue informally and through dialogue is strongly encouraged.
• Integrity: Stakeholders involved in a grievance must act honestly and without any malice towards anyone. This means being honest with oneself and others, reflecting on one’s actions and taking responsibility of the same which might have created some impact on the other person.
• Confidentiality: Stakeholders involved in the grievance must maintain the confidentiality and privacy of others.
• No Retaliation: There will be no retaliation against the person who raises the concern, from the Company’s end. The stakeholders involved in the grievance should ensure that there is no retaliatory behaviour against anyone taking part in the redressal process. Any such behaviour will be considered as Gross Misconduct and may lead to disciplinary actions.
• Safety: The spirit of the mechanism and the process is to ensure that everyone has a safe place to raise their concerns.
• Redressal Guidelines:

A grievance can arise regarding any matter of discrimination, harassment, money laundering, bribery or corruption, anti-trust, health and safety violations, environmental violations, working conditions, data protection, matters relating to Intellectual Property (IP) confidentiality, company assets, change of policy, conflict of interest, and any acts of impropriety as per the Code of Conduct.

In such cases, the stakeholder is encouraged to raise the grievance with the concerned point of contact, as per the given escalation matrix, below, in point 7.

• Sports Academies – Escalation Matrix:

Note: The Executive Committee (EC) consists of total 4 members. Minimum 3 (three) EC members need to be present for conducting meetings or the proceedings.

If the grievance is escalated to L3 i.e. to the Executive Committee, then the following process will follow -

8. Grievance Redressal Process

Step 1: Filing a Complaint: The stakeholder must file the grievance in writing, through an Email to grievances@sportsforlife.in

Step 2: Investigation: The EC will initiate the enquiry, investigate the matter and collect evidence. The EC will follow the principles of natural justice during the entire course of the investigation. The investigation has to be completed by EC within 30 (thirty) days from the date of receipt of the complaint.

If the nature of the case is such that the investigation timeframe needs to be extended, it will be done by maximum 30 (thirty) days, i.e. total duration of the investigation period to be 60 (sixty) days.

All cases will be audited and reviewed in detail, taking into account documents, evidence and interviews.

Step 3: Report: Based on the findings from the investigation, the EC must submit its report with recommendations to the Employer and with confirmation from the Employer, the recommendations will be communicated to the parties involved and implemented within 0 (zero) to 30 (thirty) days, based on the nature of the recommendations.

If the recommendations are not approved by the Employer, the EC will revisit the findings and share revised recommendations.

Step 4: Appeal: If either party involved in the grievance are not satisfied with the EC recommendations, they may appeal to the CEO of the Company, within 10 days from the date of communication of the EC Recommendations.

Appeal Matrix:

9. Reporting & Records

• At all levels of the escalation matrix all records of the grievances received, resolution given, resolution timeline, process followed etc. will be maintained.
• A quarterly written report of grievances handled will be submitted by EC to the Board of Directors of the Company.
• Responsibilities:
• The Board of Directors of the Company shall have the overall responsibility for ensuring this Policy complies with legal and ethical obligations, and that all those under SFL’s control comply with this policy.
• The CEO is responsible for addressing and providing resolution to the grievances that are escalated to Level 2 (L2) of the Appeal Matrix. It is also the responsibility of the CEO to establish efficient business processes and checkpoints to minimize the volume of grievances.
• The Customer Support Team and Academy Operations Team are responsible for efficient management and resolution of the grievances lodged. To ensure the grievances are addressed and not further escalated to L3.
• The HR team shall monitor the effectiveness and review the implementation of this Policy, regularly considering its suitability, adequacy and effectiveness. Any required improvements identified, shall be made effective as soon as possible.
• Communication:
• Internal & External: The Company shall impart information on this policy to all existing employees, students, clients, athletes, service providers, various other internal or external stakeholders, and also to all new employees as part of the induction process. The Company may also conduct periodic surveys or collect feedback from employees as well as clients, about the implementation of this Policy.
• Disclosures: The Company shall make necessary disclosures about the compliance of this Policy to relevant stakeholders as per statutory or voluntary requirements.
• Revision: Any changes or revisions made will be notified to the stakeholders through official communication channels.