Grievance Redressal Policy

At PassportToWork, we are committed to ethical recruitment, transparent operations and fair treatment of every worker, employer and partner. If something has gone wrong — or you simply need help — we want to hear from you and resolve it quickly.

1. What you can complain about

• Demands for placement fees by sub-agents or any party using our name
• Discrepancies between offered wages, contract terms and actual employment conditions
• Withholding of passport, salary or end-of-service benefits
• Unsafe working or living conditions
• Harassment, discrimination, abuse or forced labour
• Delays in visa, deployment or repatriation
• Errors in invoices, payments or refunds
• Privacy concerns or misuse of personal data
• Any other dissatisfaction with our service

2. How to reach us

You can file a complaint through any of the following channels — whichever is easiest:

3. Grievance Officer

In accordance with Indian law and our recruitment licence, we have appointed a dedicated Grievance Officer:

Name: Ms. Priya Sharma
Designation: Grievance Redressal Officer
Email: grievance@passporttowork.com
Phone: +91 80 0000 0000 (extension 101)
Office hours: Mon–Sat, 9:30 AM to 6:30 PM IST

4. What to include in your complaint

To help us resolve your complaint quickly, please share:

• Your full name and contact details
• Worker ID, employer name or job order number (if applicable)
• A clear description of what happened — dates, locations, people involved
• Copies of relevant documents (contract, payslips, screenshots, photos)
• What outcome you are seeking

5. Our resolution process

1. Acknowledgement (within 24 hours): You receive a unique grievance ID and the name of the officer handling your case.
2. Investigation (1–5 working days): We collect facts from all sides — worker, employer, sub-agent, in-country supervisor.
3. Resolution (within 7 working days): A written decision and remedy is shared with you. Most cases resolve here.
4. Escalation: If you are not satisfied, you may escalate to our Internal Grievance Committee within 14 days.
5. External recourse: If still unresolved, you can approach the authorities listed in Section 7.

6. Confidentiality and protection from retaliation

All complaints are handled in strict confidence. We do not tolerate retaliation against any worker or employee who raises a concern in good faith. If you experience retaliation, report it immediately and we will investigate as a separate, high-priority complaint.

7. External authorities

If your complaint is not resolved to your satisfaction, you may approach:

• Protector General of Emigrants (PGE), Ministry of External Affairs — for emigration and overseas placement issues. Visit emigrate.gov.in
• Indian Mission/Embassy in the destination country — for in-country welfare and contract issues
• Labour Commissioner of your state — for domestic placement issues
• Data Protection Board of India — for privacy and data protection complaints under the DPDP Act, 2023
• Consumer Disputes Redressal Commission — for service-related disputes

8. Anti-trafficking and forced labour

PassportToWork has zero tolerance for human trafficking, forced labour, debt bondage, or any form of modern slavery. If you suspect any such practice — even involving our own staff or partners — please report it immediately. Reports may also be made anonymously to:

• National Human Rights Commission (NHRC): 011-2338-2742
• Anti-Human Trafficking Unit (AHTU): via local police

9. Continuous improvement

Every grievance — resolved or not — is reviewed monthly by our leadership to identify root causes and improve our processes. We publish anonymized grievance statistics in our annual transparency report.