Quess Singapore

Menu

Grievance Handling Process

1. Purpose & ObjectivesThe grievance handling process aims to:
  • Provide employees with a clear, fair, and confidential channel to raise workplace concerns.
  • Ensure that all complaints are addressed promptly, impartially, and without retaliation.
  • Promote a safe, respectful, and inclusive work environment in line with Singapore’s Employment Act, TAFEP guidelines, and MOM advisory on grievance handling.
  • Minimise potential disputes, workplace disruptions, and legal risks by resolving matters internally in a structured manner.
2. ScopeThis process applies to:
  • All employees of Quess Singapore (permanent, contract, and temporary staff).
  • Workplace issues, including but not limited to:
    • Employment terms & conditions
    • Workplace conflicts or unfair treatment
    • Harassment, bullying, or discrimination
    • Health & safety concerns
    • Breach of company policy
3. Guiding PrinciplesOur grievance procedure follows these principles:
  • Accessibility – Employees know how and where to raise grievances.
  • Timeliness – Issues are addressed as soon as practicable.
  • Fairness – All parties are given the opportunity to be heard.
  • Confidentiality – Details of the grievance are kept private and shared only on a need-to-know basis.
  • Non-Retaliation – Employees are protected from retaliation for lodging a grievance in good faith.
  • Compliance – Aligned with MOM’s Advisory on Managing Workplace Harassment and TAFEP’s Fair Employment Guidelines.
4. Grievance Handling Framework
🗣️ Step 1: Informal Resolution (Early Stage)
  1. Employee raises concern informally with immediate supervisor or team lead.
  2. Supervisor should:
    • Listen actively and acknowledge receipt of concern.
    • Attempt to resolve at this stage through discussion, clarification, or mediation.
    • Document the informal discussion (date, issue, outcome) for internal tracking.
If the issue cannot be resolved or the employee is uncomfortable speaking to the supervisor (e.g., if the supervisor is involved), proceed to formal grievance procedure.
📝 Step 2: Formal Grievance Submission by Employee
    • Employee submits grievance in writing using the Grievance Form (physical or digital).
    • Description of incident/concern
    • Date(s), time(s), parties involved
    • Desired outcome or resolution
    • HR mailbox / email
  • Directly to HR Business Partner
  • Confidential (reachout@quesscorp.sg)
Acknowledgement
  • HR acknowledges receipt within 2 working days.
  • HR assures employee that matter will be handled fairly and confidentially.
🔍 Step 3: Investigation
  • Assign impartial case officer or panel.
  • Review documents, emails, reports.
  • Conduct interviews with complainant, respondent, and witnesses.
  • Keep written records.
  • Complete investigation ideally within 14 working days.
⚖️ Step 4: Decision & Resolution
  • HR / Investigation Panel reviews findings objectively.
  • Grievance substantiated → remedial action taken
  • Grievance unsubstantiated → explain findings
  • Mediation recommended if relationship repair is possible
  • Corrective actions may include training, counselling, or disciplinary action.
📢 Step 5: Communication of Outcome
  • HR communicates decision in writing.
  • Explanation provided without breaching confidentiality.
  • Support resources offered if required.
🔁 Step 6: Appeal Process
  • Appeal allowed within 5 working days.
  • Reviewed by senior or independent panel.
  • Decision is final.
Scroll to Top