Internal Grievance Redressal Mechanism (GRM)
The GRM of Apex Hospitals Pvt. Ltd. (AHPL) provides a standardised, inclusive system to receive, record, evaluate, address, and resolve grievances across all units. It ensures all voices are responded to respectfully and systematically.
Guiding principles include- Transparency, Fairness, Respect, and Accountability.
These principles govern all GRM operations as part of AHPL's ethical governance and social performance framework.
The mechanism applies across all AHPL facilities for internal stakeholders (employees, doctors, nurses, support staff, interns, trainees, contractual workers) and external stakeholders (patients, attendants, vendors, suppliers, contractors, visitors, community members).
Grievances covered include issues related to service delivery, workplace conditions, conduct, safety, welfare, contractual compliance, environmental and social impacts, and patient care.
Grievance Redressal Committees (GRCs)
Internal GRC- Employee Grievances
- Chairperson: Mrs. Tanu Sharma
- Members: Mr. Ashish Gupta, Ms. Manisha Lakhyani, Mr. Vinay Singh
- Member Secretary: Mr. Bhagirath Sharma
A separate ICC handles all sexual harassment cases.
Types of Grievances
Internal
- Compensation, benefits, payroll issues
- HR policy concerns
- Working conditions, safety, welfare
- Termination disputes
- Discrimination or harassment
- Ethical misconduct or managerial conflict
Internal Grievance Redressal Process
Stage 0 – Informal Resolution
Raise verbally with immediate supervisor/manager for early resolution.
Stage 1 – Formal Level 1 (HOD)
Submit written grievances to the HOD. Response within 3 working days.
Stage 2 – Formal Level 2 (HR)
Meeting conducted; written reply within 3 working days.
Stage 3 – Formal Level 3 (Grievance Committee)
Meeting conducted and grievance redressal within 7 working days.
Appellate Authority
Managing Director
Additional provisions include HR support at all stages, representative accompaniment, contractor grievance routing, and direct referral of POSH-related cases to ICC.
Confidentiality
Identity and personal data of the grievant are protected, shared only on a need-to-know basis, and not disclosed externally unless legally required or authorised.
