LIFE INSURANCE CORPORATION OF INDIA CENTRAL OFFICE, MUMBAI "Yogakshema’, Jeevan Bima Marg, Mumbai- 400 024 Department: Personnel/ER/A Circular No.: CO/Per/ER-A/279/2021 Date: 20.10.2021 TO ALL OFFICES OF THE CORPORATION Re: Grievance Redressal Machinery (GRM) for employees of the Corporation. Reference is invited Circular No.:CO/PerlER-A/032/2013 dated 24.05.2013, Circular No: CO/Per/ER-A/180/2018 dated 06.03.2018 and Circular No: CO/Per/ER-A/187/2018 dated 18.08.2018 regarding Grievance Redressal Machinery (GRM) for employees of the Corporation. As Central Government has declared every Saturday as public holiday for L.I.C of India vide Gazette Notification S.O, 1630(E). Dated 15" April, 2021, revised instructions regarding redressal of grievances of employees of the Corporation are given below: ‘The employees of the Corporation have free access to Officers for redressal of their grievances. However, the need for formulation of a uniform Grievance Redressal process is felt in view of the large number of employee related complaints being received at various offices through the Right To Information Act for redressal of their routine grievances. Hence, it has been felt necessary to modify the existing internal mechanism for Redressal of Grievance of the staff to effectively deal with the internal grievances of the employees. Accordingly, following instructions are being issued: posal of Grievances: (1) Primary Level: Initially, a complaint in respect of grievance should be made in writing by the employee to the concemed Primary Level Authority given in the table below. The Primary Level Authority should register the grievance, look into it and redress it preferably within fifteen working days of its receipt under intimation to the complainant. Reference to higher office, if required, shall be forwarded within seven working days of its receipt with full facts of the case under intimation to the complainant, : Primary Level é Sr. | Office in which Staff Grievance Officer Available | Type of | No.| employee is (SGo) onceina | Hearing | i working Week | 1_| Branch Office/SSO | in-charge of Branch Office Frida 2 | Divisional Office | Manager of the concerned Dept. Friday (ADM / DM) ns Personal 3 | Zonal Office Asstt. Secretary / Secretary of the Friday | Hearing coneemed Dept. (on 4 | Central Office Dy. Secretary / Secretary of the Friday | request) concemed Dept. w(2) Secondary Level: An employee should approach Secondary Level Authority given in the table below only when his grievance has not been redressed at Primary Level. The complaint should contain the initial reference made to the Primary Level SGO along with the decision, if any. The matter may be resolved preferably within thirty working days of its receipt under intimation to the complainant. ‘Secondary Level Office in which StaffGrievance | Available once | Type of employee is working | Officer (SGO) in a Month Hearing Branch Office/ Divisional | in-charge of Division | Last Friday of Office e every month _| Personal Zonal Office H.O.D. of the Last Friday of | Hearing (on ins concemed Dept. every month _| request) | (3) First Appeal: An employee feeling dissatisfied can go for first appeal to the authority given in the table below. Such appeal should contain all references made at Primary Level and Secondary Level along with the decisions, if any. The matter may be resolved preferably within sixty working days of its receipt under intimation to the complainant. First Appeal Sr. | Office in which employee | Staff Grievance No. is working _| officer(sco) _| 1 | Branch Office/ Divisional —_| Zonal Manager-In- Office / Zonal Office charge (4) Final Appeal: An employee has the option of Final Appeal to the authority given in the table below. Such appeal should contain all references made at Primary Level, Secondary Level and First Appeal Level along with the decisions, if any. The matter may be resolved preferably within sixty working days of its receipt under intimation to the complainant. Final Appeal Sr. | Office inwhich employee | Staff Grievance No. is working Officer (SGO) 1 | Branch Office/ Divisional | H.0.D. of Office / Zonal Office / concerned Dept. of Central Office Central Office {) Every Branch (Division | Zone / Department of Central Office will have Staff Grievance Officers (SGOs) by virtue of holding designation as stated above to deal with grievances of employees working in the respective offices. (i) Concerned department means the department to which the grievance pertains and not the department where the employee is posted. (ii) In respect of employees posted in Central Office, provision has not been made for Secondary Level and First Appeal because their appeal will be directly addressed by the HOD of the concemed department of Central Office. (iv) Every grievance from the Staff should be registered in a Register maintained as per Proforma enclosed with this circular. w/ fl™) (wi) (vil) (ox) Co) (xi) ii) i) (xiv) (xv) (xvi) The Staff Grievance Officers will discuss only individual grievances with individual employees and not receive / entertain / discuss any grievance from Union / Associations. Staff Grievance Officers should monitor the grievances and ensure that timely action is taken on the same. As a general rule, no grievance / complaint should remain pending beyond the specified time period as stated above. If itis likely to take more time, it should be suitably acknowledged by giving an interim reply. As far as possible self-speaking replies should be given in response to the grievances / complaints submitted by the employees. Grievances / complaints from staff members should contain complete details of the issue along with supporting documents, if any. The specific request of the staff member should invariably be furnished in the representation. ‘An employee while submitting his/her grievance/complaint should refrain from using derogatory, insulting remarks / statements directed towards any other employee(s) of the Corporation. ‘Anonymous or pseudonymous grievances / complaints will not be taken cognizance of, No TE/DA and / or Special Leave / On Duty will be granted for personal hearing. ‘An employee appealing under Regulation 47 of L.C. of India (Staff) Regulations, 1960 should not approach Grievance Redressal Machinery during pendency of the matter. ‘An employee against whom disciplinary proceedings have been initiated or contemplated or penalty has been imposed under Regulation 39 of L.I.C. of India (Staff) Regulations, 1960, he/she cannot seek Redressal for such matters under Grievance Redressal Machinery. An employee whose grievance is pending with Women Cell (Circular Letter Ref.CPIPerlER-AICL7 dated 01/01/2013,Circular No.ZD/1145/ASP/2010 dated 04/02/2010, Cir.No.3849/ASP/97 dated 28/11/1997 & Circular No. ZDIT74IASP/92 dated 17/09/1992) or SC/ST Cell, he/she can not approach Grievance Redressal Machinery till pendency of the matter. if an employee has already approached any judicial forum, he/she can not approach Grievance Redressal Machinery til pendency of the matter Retired employees can also approach Grievance Redressal Machinery through their ‘servicing Divisional Office. All the offices and employees are directed to follow the provisions scrupulously and strictly adhere to the timelines provided in the circular. A suitable mechanism is to be established in all the offices for proper acknowledgement and redressal of such complaints. ‘The contents of this circular may be brought to the notice of all the employees working under your jurisdiction. This supersedes the instructions issued vide our invited Circular No: CO/Per/ER-A/032/2013 dated 24.05.2013, Circular No: CO/Per/ER-A/180/2018 dated 06.03.2018 and Circular No: CO/Per/ER-A/187/2018 dated 18.06.2018 De (Personnel) ExecutiveGrievance / Complaint Register for employees BO/DOIZOICO) _ Sr.| Dateof | Name, | Particular | Date on | Particular | Date of | Date | Remark No| Receipt | S.RNo, | sof | which | sof | followup| of s of | Designatio | Complain | Complai | action | action & | Final Complai | n&Place | tinbrief | ntwas | taken particular | Actio nt | of Posting attended s n of to Take | Complaina a nt i 2 3 4 5 6 7 a | 9