At Al Shahid Overseas Pvt. Ltd., we are committed to maintaining a transparent, fair, and responsible grievance handling system that ensures every voice — whether of our candidates, employers, or partners — is heard and addressed with professionalism.
We believe in conducting all our operations ethically and lawfully. As part of this commitment, we have established a clear and accessible grievance redressal mechanism that allows anyone associated with us to raise concerns related to recruitment processes, documentation, visa issues, or deployment experiences.
All complaints are treated seriously and resolved promptly through structured review and communication channels. We encourage honest feedback as it helps us improve our services and uphold the highest standards of integrity.
We maintain open lines for clients and candidates to report any issue via email, phone, or in-person meetings.
Every complaint is acknowledged within 24 hours and reviewed thoroughly by the concerned department.
All grievances are handled with strict confidentiality to protect the rights and privacy of individuals involved.
Based on the nature of the issue, appropriate action is taken in coordination with internal teams and external stakeholders, if necessary.
After resolution, we follow up with the complainant to ensure satisfaction and prevent recurrence.
To ensure accessibility and convenience, we provide multiple ways to register complaints or concerns:
A well-defined grievance management system strengthens trust between us and our clients, candidates, and associates. It demonstrates our dedication to continuous improvement and our belief that no concern should go unheard.
We do not see complaints as negative — rather, we view them as opportunities to enhance our processes, strengthen relationships, and reinforce our values of honesty, transparency, and fairness.
As an ISO 9001:2015 certified company and a member of the Nepal Association of Foreign Employment Agencies, we strictly follow international quality and ethical guidelines. Our grievance handling policy aligns with the Responsible Business Alliance (RBA) Code of Conduct and promotes zero-cost, non-discriminatory, and lawful procedures.
We are proud to contribute at least 10% of our annual profits toward employee training and CSR initiatives, which includes improving our grievance mechanisms and supporting affected individuals when needed.
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