Grievance Handling and Natural Justice (English)

[Audio] This process ensures fairness for everyone in the workplace. All decisions are made based on facts, without bias or personal judgment. It also helps us resolve issues quickly. By addressing concerns early, we can prevent misunderstandings from becoming bigger problems. Most importantly, it protects everyone. Employees are given the opportunity to be heard, and unfair actions, including wrongful dismissal, can be avoided. A fair process builds trust, strengthens relationships, and creates a better workplace for all..

[Audio] What is a grievance? A grievance is any concern, complaint, or misunderstanding related to your work. It can happen when something feels unfair, unclear, or not handled properly. For example, it may involve unfair treatment, where you feel you are treated differently without a valid reason. It could also be a workplace conflict, such as a disagreement or issue with your supervisor or colleague. In some cases, a grievance may relate to salary or benefits, such as concerns about pay, allowances, or entitlements. It can also involve the work environment, including safety, comfort, or working conditions. If something does not feel right, it is important to speak up early. Raising your concern helps the company understand the issue and take action before it becomes more serious. Remember, staying silent may cause the problem to grow bigger. A fair and open discussion is the first step toward a solution..

[Audio] Why does this process matter? First, it ensures fairness for everyone. Every employee should be treated equally, and decisions must be based on facts, not personal opinions or bias. Second, it provides protection for employees. A proper grievance process ensures that concerns are heard, and no one is treated unfairly or disciplined without a fair review. Third, it helps resolve issues faster. By raising concerns early and following a clear process, problems can be addressed before they escalate into bigger conflicts. Finally, it reduces legal and workplace risks. When issues are handled properly, the company can avoid disputes, complaints to external authorities, and potential legal action. In summary, a fair process builds trust, promotes respect, and creates a better workplace for everyone..

[Audio] Our commitment is to ensure that this process applies to everyone in the organization. Regardless of your role or employment type, you have the right to be treated fairly and to raise your concerns. For union employees, the grievance process is aligned with the collective agreement, ensuring that your rights are protected and properly represented. For non-union employees, the same fair process applies. You are equally entitled to raise concerns, be heard, and receive a fair and unbiased decision. Managers and supervisors also play an important role. They are responsible for listening carefully, handling concerns professionally, and ensuring that decisions are made fairly and consistently. This shared commitment helps create a workplace where everyone feels respected, supported, and confident to speak up when needed..

[Audio] The grievance process is designed to resolve issues in a fair and structured way. Employees are encouraged to raise concerns at the lowest level first, where most issues can be resolved quickly. Step one is to speak with your immediate supervisor. This is usually an informal discussion where you can explain your concern openly and seek a quick resolution. If the issue is not resolved, the next step is to escalate it to your Department Head. At this stage, a more detailed review will be conducted to better understand the situation and find a solution. If the matter remains unresolved, it can then be referred to the Human Resources Department. HR will formally review the case, ensure both parties are heard, and provide support for a fair outcome. If no agreement is reached, the issue may be escalated to the Managing Director. At this level, a final decision will be made, especially for more complex or serious cases. Throughout this process, the goal is to ensure fairness, transparency, and timely resolution. Employees are encouraged to communicate openly and raise concerns early to prevent issues from becoming more serious..

[Audio] The first step in the grievance process is to speak with your immediate supervisor. This is usually a direct and honest conversation, where you can raise your concern openly. You should clearly explain what happened, including any relevant details or examples. Your supervisor will listen to your concern and try to understand the situation. In many cases, issues can be resolved quickly at this stage without the need for further escalation. It is important to approach the discussion in a calm and professional manner. Focus on the facts, and be open to communication and feedback. Supervisors also have a responsibility to handle the concern fairly, listen without bias, and provide a reasonable response. Remember, raising your concern early helps prevent the issue from becoming more serious. A simple discussion at this stage can often lead to a quick and effective solution..

[Audio] If your concern is not resolved at the first stage, you have the right to escalate the matter. This should be done within five working days after receiving the response from your supervisor. At this stage, the issue will be brought to your Department Head for further review. You should clearly explain the situation again, including what actions have already been taken and why you are not satisfied with the outcome. This helps the Department Head understand the full context and assess the matter fairly. Union employees may choose to bring a union representative to support them during the discussion. For non-union employees, you may bring a trusted colleague or seek support from HR if needed. The purpose of this step is to ensure a more thorough and objective review, and to find a fair resolution to the issue. Remember, this process is not about blaming, but about resolving concerns in a fair and respectful manner..

[Audio] If the issue is still not resolved, it will be referred to the Human Resources Department for review. At this stage, HR will ensure that both sides are heard fairly. This means giving all parties the opportunity to explain their situation, provide relevant information, and clarify any misunderstandings. HR will conduct a neutral and unbiased review. Decisions are based on facts, evidence, and company policies, without any personal bias or assumptions. HR may also facilitate discussions between the parties to better understand the issue and explore possible solutions. The goal at this stage is to reach a fair and reasonable outcome that is acceptable to both parties. This step is important to ensure transparency, fairness, and consistency in how concerns are handled across the organization..

[Audio] If the issue is still not resolved after the HR review, it may be escalated to the Managing Director. At this stage, the Managing Director will conduct a final internal review of the case. All relevant information, including previous discussions and findings, will be carefully considered before a final decision is made. If no agreement is reached internally, the matter may then be referred to the Ministry of Human Resources or the relevant external authority. This step is considered the last resort and is only taken when all internal processes have been fully exhausted. It is important to understand that most issues can and should be resolved within the company through open communication and a fair process. External escalation may involve more formal procedures and can take a longer time to resolve. Therefore, employees are strongly encouraged to use the internal grievance process effectively and raise concerns early to achieve a timely and fair outcome..

[Audio] What is natural justice? Natural justice is a principle that protects every employee from unfair or biased decisions. It ensures that all concerns and cases are handled in a fair, transparent, and consistent manner. There are three key principles of natural justice. First, the right to be heard. This means every employee must be given the opportunity to explain their side of the story before any decision is made. Second, no bias. Decisions must be made impartially, without favoritism, personal opinions, or conflict of interest. Third, decisions must be based on facts. All conclusions should rely on evidence, information, and proper review, not assumptions or hearsay. These principles help ensure that decisions are fair, reasonable, and justified. In simple terms, no one should be judged unfairly. This is the foundation of a respectful and trustworthy workplace..

[Audio] Every employee, regardless of role or position, has the right to be treated fairly in the workplace. First, you have the right to be treated fairly. This means you should be respected at all times, and decisions affecting you must be reasonable, consistent, and not influenced by bias. Second, you have the right to explain your side. Before any decision is made, you must be given the opportunity to share your perspective, clarify the situation, and provide relevant information. Third, you have the right to be informed. You should be clearly notified of any decisions, actions, or outcomes related to your case, so that you understand what is happening and why. Finally, you have the right to bring support. If needed, you may be accompanied by a union representative, a trusted colleague, or seek support from HR during the process. These rights are in place to ensure that every employee is treated with fairness, transparency, and respect..

[Audio] A fair process works both ways. Every employee plays an important role in ensuring that the grievance process is honest, effective, and respectful. First, be honest. When raising a concern, provide truthful information and share your situation in good faith. Avoid exaggeration or withholding important details, as this may affect the fairness of the process. Second, provide accurate information. Support your concern with clear facts, examples, or evidence where possible. This helps others understand the situation better and make fair decisions. Third, respect the process. Follow each step of the grievance procedure and allow time for proper review. Avoid bypassing the process unless necessary, as each stage is designed to resolve issues fairly. Finally, stay professional. Communicate respectfully with all parties involved, even if the situation is difficult. Maintaining professionalism helps ensure a constructive and positive outcome. Remember, a fair process requires cooperation from everyone involved. By working together, we can resolve issues effectively and maintain a respectful workplace..

[Audio] The grievance process follows a general timeframe to ensure that issues are handled in a timely manner. As a guideline, each stage of the process is typically completed within five working days. This helps keep the process moving and ensures that concerns are not delayed unnecessarily. However, flexibility is allowed when needed. If both parties agree, the timeframe may be extended to allow more time for discussion, review, or gathering of information. This is important because the focus is not just on speed, but on achieving a fair and proper resolution. Rushing a decision may lead to misunderstandings or unfair outcomes. Therefore, while timelines provide structure, quality and fairness will always come first. The goal is to ensure that every case is handled carefully, thoroughly, and with respect for all parties involved..

[Audio] The open door approach allows employees to communicate directly with management when needed. It encourages transparency, openness, and mutual trust within the organization. If you wish to meet with management, the first step is to give at least three working days' notice. This allows sufficient time to arrange the meeting and ensure availability. Next, you should clearly state the topic you wish to discuss. Sharing the subject in advance helps management understand the purpose of the meeting and prepare accordingly. Finally, the meeting will take place as an open and respectful discussion. Both parties are encouraged to communicate honestly, listen to each other, and work towards a mutual understanding. This approach supports a positive workplace culture, where employees feel comfortable to speak up and management remains accessible..

[Audio] Not every situation requires the same approach. It is important to choose the right process based on the nature of your concern. If you are facing a workplace issue or conflict, such as a misunderstanding, disagreement, or concern about treatment, you should use the grievance process. You may raise the matter with your supervisor or seek support from HR. If the issue involves serious misconduct or ethical concerns, such as fraud, harassment, or violation of company policies, the whistleblowing policy should be used. In this case, you may report the matter to HR or the compliance function through the proper channel. If you simply need an informal discussion or clarification, the open door approach is suitable. You may speak directly with your manager or HRA to discuss your concern in a more relaxed and open setting. Choosing the correct process helps ensure that your concern is handled appropriately, efficiently, and fairly..

[Audio] In summary, there are three key messages to remember. First, speak up early. Do not wait for issues to become bigger problems. Raising your concern early allows the company to understand the situation and take action before it escalates. Second, follow the process. Each step in the grievance procedure is designed to ensure fairness and protect both employees and the company. By following the process, concerns can be handled in a structured and consistent way. Third, everyone deserves fairness. The grievance process is built on mutual respect, where both rights and responsibilities apply to all employees. When we speak up, follow the process, and treat each other fairly, we create a workplace based on trust and understanding. A fair process builds trust and harmony in our workplace..