Complaints & Grievance
A clear channel for raising concerns, complaints, feedback or grievances relating to your interaction with Sunrise Foundation.
Sunrise Foundation welcomes genuine feedback and concerns that can help identify problems, improve communication and strengthen the experience of people interacting with the organisation.
1. Purpose
This page provides a public channel through which individuals may raise concerns or complaints relating to their interaction with Sunrise Foundation Rehabilitation Centre.
A complaint may relate to communication, administrative matters, services, conduct, information provided by the organisation or another matter requiring attention.
2. Who Can Raise a Concern?
A concern may be raised by an individual who has interacted with Sunrise Foundation or, where appropriate, by a family member, representative or other person raising a genuine concern on someone’s behalf.
Where a complaint concerns another individual’s private information, Sunrise Foundation may need to limit the information that can be disclosed in response.
3. Matters You May Report
Examples of matters that may be raised include:
- Concerns about communication or information provided by the organisation.
- Concerns about administrative processes.
- Concerns regarding conduct or behaviour.
- Concerns relating to services or interactions with the organisation.
- Concerns about website information or published organisational information.
- Feedback about areas where improvements may be required.
4. How to Submit a Complaint
The preferred method for submitting a formal complaint is email.
Telephone
5. Information to Include
To help Sunrise Foundation understand and review a complaint, please provide as much relevant information as reasonably possible.
- Your name and preferred contact details.
- The nature of your concern or complaint.
- Relevant dates or approximate dates.
- Names or roles of people involved, where known and appropriate.
- Relevant documents, screenshots or other supporting information, if available.
- The outcome or resolution you are seeking, if applicable.
6. What Happens After a Complaint?
Complaints received through the designated channel may be reviewed by the appropriate representative of Sunrise Foundation.
The complaint is received through the available communication channel.
The information provided may be reviewed to understand the nature and scope of the concern.
Additional information may be requested where it is reasonably necessary to understand the matter.
The concern may be considered by the appropriate person within the organisation and a response provided where appropriate.
7. Privacy and Confidentiality
Complaints may contain personal or sensitive information. Individuals are encouraged to provide only information relevant to the complaint.
Information received as part of a complaint will be handled with appropriate care and may be shared internally where reasonably necessary to review and address the matter.
Confidentiality cannot always be guaranteed where disclosure is required by law, necessary for safety, or reasonably required to investigate the concern.
8. Genuine and Responsible Complaints
Complaints should be submitted honestly and in good faith.
Sunrise Foundation may be unable to act on anonymous, incomplete, abusive, threatening, knowingly false or otherwise unusable complaints.
This does not prevent a person from raising a legitimate concern simply because they are unable to provide every piece of information requested.
9. Response and Resolution
Sunrise Foundation will consider complaints according to the information available and the nature of the matter raised.
The time required to respond may vary depending on the complexity of the complaint, the need for clarification and the availability of relevant information.
Where a complaint requires action by an external authority, professional or other organisation, the complainant may be advised accordingly where appropriate.
10. Immediate Safety or Medical Emergencies
The complaints channel is not an emergency medical or emergency-response service.
If there is an immediate threat to someone’s health or safety, seek appropriate emergency assistance without waiting for a response to an email or website enquiry.
11. Website-Related Complaints
Concerns about inaccurate website information, accessibility problems, broken links, privacy concerns or other website-related issues may be reported through the complaints email address.
Please include the relevant page or section and a brief description of the issue so that it can be identified more easily.
12. Contact Sunrise Foundation
Sunrise Foundation Rehabilitation Centre
Plot No. 256, Suraj Farm House,
Near Sarthak Farm / Vrindavan Society Lane,
Kalote Raitee Gaon Road, Kumbhivali,
Khopoli / Khalapur,
Maharashtra – 410203
Complaints:
complaint@sunrise-foundation.com
Management:
managment@sunrise-foundation.com
13. Related Policies
For information about the handling of personal information, please review our Privacy Policy .
For general website use, please review our Terms & Conditions .
For information concerning the limitations of health and recovery information published on this website, please review our Medical & Recovery Disclaimer .
14. Changes to This Policy
Sunrise Foundation may update this page when its organisational processes, communication channels or applicable requirements change.