Help Centre
Raise Your Concerns — We’re Here to Listen, Solve, and Support, because Accountability is also a form of Sadqah, at TPF Aid, we see every concern as an opportunity to improve — and every question as a responsibility before Allah and humanity. You will never be ignored. You
will never be alone. If something goes wrong — we’ll make it right.
At TPF Aid, we believe that serving humanity also means being accountable, approachable, and transparent. Whether you’re a donor, volunteer, beneficiary, or visitor, your experience matters to us — and so do your concerns. If you face any issue, confusion, delay, or dissatisfaction with any of our services, campaigns, or communications, you have the full right to:
- Raise a query
- File a complaint
- Seek a fair and timely resolution
And we have a clear system in place to ensure you are heard, respectfully, and responsibly.
I. Issues You Can Report
- Delay or non-receipt of aid or donation receipt
- Fraudulent campaigns or suspected misuse
- Misbehaviour by any staff or volunteer
- Violation of privacy or misuse of information
- Technical issues with website, forms, or application
- Dispute regarding eligibility or verification
- Unethical or offensive content associated with the platform
- Feedback, suggestions, or service dissatisfaction
II. Step-by-Step Grievance Redressal Process
Stage 1: Initial Complaint
- Submit your complaint using:
- 📧 Email: [email protected]
- 📝 Website form: www.truepathfoundation.org/help-centre
- 📱 WhatsApp Helpline: +91-XXXXXXXXXX
- Please provide:
- Your full name, mobile number, and email
- Nature of complaint (with details and proof, if any)
- Reference ID or case number (if related to a campaign or donation)
Stage 2: Appeal Authority
If you are not satisfied with the response or the issue remains unresolved after Stage 1:
- File an Appeal Request to the TPF Aid Grievance Appeal Authority
- Email: [email protected]
- Subject: Appeal for Unresolved Complaint – [Your Name]
Your appeal will be reviewed by a senior representative not involved in the original decision,
ensuring impartiality.
Resolution Time: Within 10 working days
Stage 3: Ombudsman-Level Authority
If your issue still remains unresolved or you believe you have been treated unfairly:
- You may approach the TPF Aid Ombudsman Desk (internal high-level neutral review
body) - Email: [email protected]
- Must include:
- All previous correspondence and responses
- Clear summary of your grievance and what you seek
- Any legal document (if applicable)
The Ombudsman-like authority functions independently of day-to-day operations, acting as a last channel for unbiased grievance redressal.
Resolution Time: Within 15 working days
III. Final Legal Oversight
In rare and serious cases involving:
- Fraud
- Legal liability
- Financial disputes
- Reputational harm
- Breach of terms of use or trust
The matter shall be referred to the Legal Wing of True Path Foundation, whose decision shall be final, binding, and enforceable within the framework of Indian law. The Legal Wing reserves the right to initiate appropriate legal proceedings, arbitration, or mediation as deemed
fit under applicable law.
IV. Transparency, Confidentiality & Respect
- All complaints are handled with strict confidentiality and respect.
- Whistleblowers and concerned users are protected from retaliation.
- You will be updated via email or phone throughout your complaint process.
- False, malicious, or defamatory complaints may result in blacklisting or legal action.
Contact the Help Centre
Submit Online: www.truepathfoundation.org/help-centre
Email: [email protected]
WhatsApp Helpline: +91-XXXXXXXXXX
Visit Our Centres: Nearest TPF Aid regional office