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Palm InfoTech Pvt. Ltd. employees have the right to present complaints concerning their wages, hours of work, or conditions of work. This regulation applies to complaints by all the categories of employees enumerated above.

Any retaliatory action, including a reprimand, taken against an employee for exercising this right is prohibited and may be considered a separate and distinct cause for complaint.

Most problems or complaints can be resolved through discussions between the employee and the immediate supervisor. If this does not produce a satisfactory result, the employee may present a complaint under the provisions of this regulation.

The Executive Officer or other officer performing that function on behalf of Palm InfoTech Pvt. Ltd. will be responsible for administration and interpretation of this System regulation. The Executive Officer is authorized to appoint representatives to perform any or all of the duties described in this regulation. All references in this regulation to "Executive Officer" include any such representative. If circumstances warrant, the Executive Officer (EO) may arrange for another appropriate designee to perform the duties of this nature.

This regulation includes procedural steps that may need to be modified to provide a fair and workable process for employees stationed away from the company's headquarters or employees visiting the fields. The EO is authorized to modify this process when required by the organizational structure or geographical dispersion of employees. Any modified procedures must conform in principle with the procedures established in this regulation.

Each unit of the company will publish a rule establishing specific responsibilities and timing for each of the steps outlined in this regulation, including specific mediation procedures. Unit rules, where they are different from the general rules, must be reviewed by the Executive Officer (EO) and the Human Resources Unit (HRU).

If at any stage of this process the employee files a formal complaint with an external compliance agency alleging that he or she has been illegally discriminated against, the Executive Officer or the Human Resources Unit (HRU), whichever applicable will immediately advise the Executive Committee of the complaint. Complaints of illegal discrimination are to be handled in accordance with applicable laws of the kingdom of Nepal.

If the employee intends to have a representative present at any of the meetings described in this procedure, he or she must notify the person with whom the meeting is to be held (or the human resources officer) of the name of such person and whether or not that person is an attorney. If a representative of the employee is to attend any meeting, the administration may request that a representative from the Executive Committee be present. If the employee appears with a representative without having given the notice described above, the employer may postpone the meeting.

System employees may present complaints individually and/or through a representative. Any representative of an employee under this process may not be acting as an official representative of an organization that claims the right to strike. If a representative is a coworker of the employee, the representative may not receive reimbursement for salary, travel, or per diem for activities related to such representation. The representative employee may take vacation leave, compensatory leave, or leave without pay to represent the aggrieved employee, in compliance with the policies, regulations, and rules for such leaves.

In the informal process, if a supervisor is a Unit Head, or higher, any reference to "Unit Head" will refer to the next higher-level administrator.

The following acts on the part of the employee may constitute abandonment of a complaint:

i,	failing to respond or take an action required by the process within the time limit specified by the component's rule;
ii,	failing to appear for a meeting scheduled under Sections 2 or 3 without adequate cause; or
iii,	otherwise failing to advance the complaint in a timely manner, as determined by the Executive Officer. The human resources unit officer may unilaterally declarea complaint to be abandoned and close the file, or may undertake a review of the status of the complaint upon request of the department head or other representative of the Company. No further action or appeal will be allowed following such determination of abandonment and closure of the file.

An employee may submit to the Executive Officer a written request for a delay or extension of time because of inability to appear for a scheduled meeting, or inability to comply with an established deadline for action under the unit rule. Such request must state the circumstances that caused the employee to be unable to meet the time requirement. The Executive Officer may approve such a request only when the delay is reasonably justified. An employee may make more than one request for a delay during the course of a complaint proceeding, but each request will be considered separately by the Executive Officer for purposes of determining whether the delay is reasonably justified.

The employee and the unit head may mutually agree to a rescheduling or delay of any action or meeting required by this regulation or a component rule, and shall notify the Executive Officer in writing of such agreement.

2. Informal Complaints

a.

An employee is encouraged to first discuss a complaint with his or her immediate supervisor or, if the employee does not feel comfortable discussing the complaint with his or her supervisor, the employee may request a meeting with the Executive Officer. The Executive Officer may take a statement from the employee and provide the statement to the unit head. In addition, the Executive Officer may provide information and assistance to the employee concerning policies, regulations, rules and procedures, including an explanation of available options, and may assist the employee with any other step in the complaint and appeal process.

b.
If the complaint is not resolved through informal discussions with the supervisor, the employee may request a meeting with his or her unit head. The purpose of the meeting will be to seek a mutually satisfactory resolution through discussion. The employee may request the meeting personally or may request that the Executive Officer make the arrangements.

c.
The Executive Officer may attend the meeting to serve as a facilitator and/or to provide assistance in interpreting polices, regulations, rules and procedures. The Executive Officer may not serve as advisor to either party at the meeting.

d.

The unit head may attend the meeting if agreeable to the employee and his or her unit head.

e.
The unit head may advise the employee of the decision at the time of the meeting and soon after must provide a written decision to the employee and send copies to the Executive Officer.

3. Formal Complaints

a.

Although employees are encouraged to follow the informal complaint process first, employees may file a formal complaint within the deadline without first going through the informal process. The formal process begins when the employee completes a complaint form and delivers the form to the Executive Officer. Delivery may be by letter delivered in person, telefax, by registered mail (certified mail, return receipt requested. The forms are available from the office of the Admin Assistant.

b.

The Executive Officer is available to answer questions regarding the complaint form and policies, regulations, rules and procedures and to provide assistance as needed, such as when an employee has communication difficulties due to language barriers or has a disability.

c.
The Executive Officer will retain the original complaint form and forward copies to the Executive Committee, the respondent and to the Admin Assistant designated to review complaints under this regulation. The Executive Officer also will facilitate and coordinate the investigation of the complaint.

d.
The Admin Assistant will review the complaint and provide a written decision to the employee based on the merits of the complaint. A copy of the decision will be sent to the Executive Officer. This will be the final decision on the complaint.

4. Mediation

a.
At any point in the informal or formal complaint process before the Admin Assistant issues a decision an employee may request a facilitated discussion or mediation.

b.
The following actions are not eligible for mediation under the terms of this regulation:

i.
non-renewal of a written contract of employment for a specific term,

ii.
termination of an employee due to lack of funds,

iii.
termination of a probationary employee's employment, and

iv.

the voluntary resignation of an employee due to the employee's perception of unsatisfactory working conditions.

c.
Mediation is not available for complaints regarding anyone missing a deadline stated in a policy, regulation or rule, or a supervisor's failure to follow all steps of the regulation.

d.
If an employee fails to appear for a scheduled meeting for mediation, the Executive Officer may cancel the mediation if the mediator determines that the employee had been given adequate notice of the time, place, and purpose of the mediation. The informal and formal complaint procedures will remain available to the complainant, but mediation is no longer an option.

e.
A settlement by the parties of some or all issues in the case, at any stage of the proceedings, will close the mediation with regard to any issues settled. Issues settled in the informal or formal stages of the complaint procedure will not be reopened during mediation. Issues not settled before or during mediation will be resolved through the process in section 5 of this regulation.

f.
Agreements will be set forth in a memorandum of understanding. All parties must agree to the wording of the memorandum and parties to the mediation must sign the memorandum stating their understanding and full agreement of these terms.

5.Resolution if mediation agreement is not reached

a.
If mediation ends without full agreement, the concerned parties are at liberty to the services of a Government Court and all information related to the complaint, except that which was revealed during the mediation process, will be passed on by the Executive Officer to the same.

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