A formal Complaint / Grievance handling procedure for all individuals except (i) Employees (ii) Shareholders (iii) Vendors & (iv) Customers for whom a formal Grievance Redressal System already exists.

A "Grievance" for the purpose of this Scheme would mean, a cause of distress felt on account of being wronged, to form a reason for complaint, relating to any Individual / Group (other than those not covered under the Scheme), arising out of any decision taken by IL in relation to that Individual/Group.

Grievances that will not be taken up include :

• Anonymous complaints / Frivolous cases / others in respect of which inadequate supporting details are provided.





• Cases involving decisions/policy matters in which the aggrieved has not been affected directly/indirectly.





• Cases where quasi judicial procedures are prescribed for deciding matters or cases that are sub-judice.





• A grievance which has already been disposed of by the High - Powered Committee.





• Complaints of corruption. These are to be lodged separately with the Vigilance Officer.