The University is committed to the following:
➢ Receiving all complaints and appeals without discrimination or bias.
➢ Maintaining full confidentiality throughout all stages of the grievance process.
➢ Attempting to resolve complaints initially through direct discussion.
➢ Referring cases to neutral committees where necessary to ensure fairness.
➢ Granting employees the right to appeal within defined timeframes (30 days from the original grievance
decision).
➢ Updating employee records with final outcomes to ensure transparency and documentation.

➢ Fairness: decisions are made objectively without bias.
➢ Confidentiality: information is only shared on a need-to-know basis.
➢ Timelines: complaints are resolved promptly within set timeframes.
➢ No Retaliation: Employees are protected from retaliation when raising grievance.
➢ Right to appeal: employees may challenge decisions through appeal.

Grievance: Any issue an employee considers unfair or inequitable related to work, rights, or pay.
Appeal: A formal request to reconsider a decision previously made regarding a grievance.

1. Informal resolution
➢ The employee submits the grievance to the immediate supervisor within 48 working hours of the
incident.
➢ Grievance is presented verbally first for discussion and resolution.
➢ Whether resolved or not, the grievance must be documented in writing.
➢ The supervisor must respond within 5 days or escalate to the next level.
➢ If the supervisor is directly involved in the grievance, the matter must be escalated to the higher
management or HR department.
2. Formal Grievance submission
➢ If unresolved, the grievance must be submitted in writing to the HR Director or the CEO within 10
working days of the incident or failed informal resolution.
➢ The HR Department reviews the grievance:
➢ For administrative or operational matters, HR is responsible for conducting the investigation and
facilitating resolution.
➢ If the issue is legal in nature (e.g., contracts, harassment, discrimination, pay disputes, or rights-related
matters), HR refers the case to the Legal Affairs Office.
Investigation
➢ For administrative grievances: HR conducts the investigation, reviews documents, meets with involved
parties, and consults relevant policies.
➢ For legal grievances: the Legal Affairs Office conducts the investigation, including document review,
interviews, and legal assessment.
➢ Confidentiality and impartiality are maintained throughout the process.
Decision
➢ For administrative grievances: HR issues a written decision and communicates it to the employee.
➢ For legal grievances: the Legal Affairs Office issues a written decision and communicates it to the
employee.
➢ Employees have the right to appeal according to the Appeals Procedures.

1. Submission of Appeal
➢ Employees have the right to appeal against the decision within 10 working days of receiving the
discission.
➢ Appeals reviewed by independent panel “The Appeals Committee” that not involved the initial
decisions.
➢ Appeals must be reviewed and decided within 30 working days.

2. Investigation
➢ The Appeals Committee receives the case within one week of the discission.
➢ The Committee is responsible for investigating grievance thoroughly, including reviewing documents,
interviewing parties, and consulting relevant policies.
➢ The Committee operates with impartiality and ensures confidentiality throughout the process.

3. Decision
➢ After completing its investigation, the Appeals Committee issues its recommendations.
➢ The Committee’s decision is binding and represents the final settlement of the grievance.