Grievances
Managing Grievances
DTC maintains clear and accessible grievance channels to support a fair and respectful working environment for employees and drivers. These mechanisms enable concerns to be raised promptly, reviewed objectively, and resolved before issues escalate.
Employees and drivers are encouraged to raise grievances relating to workplace treatment, conduct, or decisions. Cases are initially reviewed at line management level, with escalation to HR or senior management where required. All grievances are handled confidentially and must be submitted in writing within two weeks of the incident.
Grievance System
DTC follows a structured four‑stage grievance process with defined resolution timelines:
Review by Function or Section Lead within five working days
Escalation to Function Lead if unresolved, with a further five-day review period
Review by the Grievance or Violation Committee, including legal and HR representation, within ten working days
Final review by the CEO, with a decision issued within ten working days
If more time is required for review, employees are notified accordingly.
The AMAN platform serves as a confidential and reliable channel for receiving concerns from both internal stakeholders (drivers and employees) and external sources, ensuring that each submission is directed to the appropriate function for proper handling. All cases received through AMAN are assessed and routed accordingly, with Compliance overseeing every matter until it reaches a complete and fully documented closure. This approach promotes consistency, strengthens accountability, and provides a seamless experience for all individuals raising concerns.