Whistleblower Policy
Speak Up. Stay Protected. Help Us Do What’s Right.
ProntoServe is committed to maintaining a culture of integrity, accountability, transparency and ethical conduct. Our Whistleblower mechanism provides a responsible channel for raising genuine concerns about suspected misconduct or unethical practices connected with ProntoServe.
Last Updated: [18.07.2026]
Purpose of the Policy
The purpose of this Whistleblower Policy is to provide an appropriate and responsible mechanism through which eligible individuals may raise genuine concerns regarding suspected unethical, unlawful, fraudulent or improper conduct connected with ProntoServe Integrated Facility Management Services ("ProntoServe").
This Policy is intended to:• Encourage responsible reporting of genuine concerns about serious misconduct• Enable concerns to be raised at an early stage so that they can be addressed appropriately• Provide a structured process for receiving, assessing and, where required, investigating such concerns• Support confidentiality to the extent reasonably possible and permitted by applicable law• Help protect individuals who raise concerns in good faith from retaliation, victimisation or unfair treatment because of their report.
- This Policy is not intended to replace existing grievance, HR, customer service or POSH mechanisms, but to complement them for serious concerns that may affect ProntoServe’s integrity, governance, compliance or ethical standards.
What Can Be Reported?
- The Whistleblower mechanism is intended for serious concerns that may indicate misconduct or unethical practices, such as:• Fraud, theft or financial irregularities• Bribery, corruption or improper payments• Undisclosed or unmanaged conflicts of interest• Misuse or unauthorised use of company property, assets or resources• Falsification, manipulation or unauthorised destruction of records or documents• Serious or repeated violations of company policies or codes of conduct• Unethical business practices or serious breaches of trust• Regulatory or legal violations• Significant workplace health and safety concerns• Unauthorised disclosure or misuse of confidential or proprietary information• Retaliation against a person who has raised a genuine concern or assisted in an investigation• Any other serious misconduct that may adversely affect ProntoServe, its employees, clients or stakeholders.
What Should Not Be Reported Here?
- The Whistleblower channel is not intended to replace other established channels for routine issues. In general:• General customer or service inquiries should be directed to the appropriate Contact Us or Customer Support channel.• Service complaints should be raised through the designated Service Grievance or Client Relationship channel.• Routine employment or HR-related grievances (such as leave, payroll, performance feedback or interpersonal issues) should be raised through the HR / Employee Grievance process.• Complaints relating to sexual harassment at the workplace must be raised through the dedicated POSH complaint mechanism, in accordance with the Sexual Harassment of Women at Workplace (Prevention, Prohibition and Redressal) Act, 2013 and applicable policy.• Immediate threats to life, safety or security should be reported to appropriate emergency services or security contacts.Note: General service complaints, routine HR matters, customer inquiries and personal employment grievances should normally be submitted through the appropriate designated grievance or support channel, unless they involve serious misconduct covered by this Policy.
Review & Investigation Process
Reports raised under this Policy will be reviewed by an appropriately authorised person or body designated under ProntoServe’s internal procedures. Conflicts of interest will be identified and managed so that concerns are handled impartially. While specific steps may vary depending on the nature of the concern, a typical process may include:
STEP 01
Acknowledgement & Initial Review
Where contact details are available and appropriate, receipt of the concern may be acknowledged. An initial review is carried out to understand the nature of the concern, assess whether it falls within the scope of this Policy and determine the next steps.
STEP 02
Assessment & Investigation
If the concern appears to be credible and within scope, it may be subject to further assessment or a formal investigation. Investigations should be conducted fairly, objectively and, to the extent reasonably possible, confidentially. Persons against whom allegations are made will be treated fairly and in accordance with applicable procedures and law.
STEP 03
Outcome & Follow-Up
Based on the findings, appropriate recommendations or corrective actions may be considered, which could include process improvements, remedial steps, disciplinary action or other measures permitted by law and policy. Where appropriate and feasible, the whistleblower may be informed that the matter has been reviewed or closed, without sharing confidential details.
Note: Specific issues such as Sexual Harassment (POSH), routine HR grievances or customer service complaints will continue to be handled under their respective policies and procedures. This Policy does not guarantee a particular outcome or timeline for any report, but aims to ensure that concerns are taken seriously and handled appropriately.
Protection Against Retaliation
ProntoServe does not tolerate retaliation against individuals who, in good faith, raise genuine concerns under this Policy or participate appropriately in an assessment or investigation. Retaliation may include, for example: • Threats, intimidation or harassment • Unfair negative treatment, discrimination or victimisation • Unwarranted disciplinary action or adverse employment decisions • Unjustified changes to duties, roles or work conditions because of the report. Any suspected retaliation should be reported promptly through the designated reporting channel. Allegations of retaliation may themselves be treated as a serious concern under this Policy. Protection against retaliation does not prevent ProntoServe from taking legitimate action, in accordance with applicable law and policy, where an individual is found to have engaged in misconduct unrelated to the act of reporting.
Your safety and confidentiality are our highest priorities, and we are committed to handling genuine concerns responsibly and with care.
Whistleblower Reporting Form
Use this secure channel to report suspected serious misconduct or unethical practices connected with ProntoServe. Please provide as much factual detail as you can so that your concern can be assessed appropriately.
Thank you. Your concern has been submitted for appropriate review. Please retain your acknowledgement or reference number, if provided. For your protection and the integrity of the process, details of your report will not be displayed on this page.