Complaints and Grievance Procedures

1. Purpose

The purpose of these procedures is to define the processes followed in notifying and handling any complaints and grievances, as well as reporting violations from within or outside Ad-Dajla Sons for Security and Protection Services Limited, to facilitate their successful resolution in a timely manner.

Any inquiries arising from these procedures or their implementation can be directed to the management department on the company’s website at https://www.adsecprotect.com/.

2. Scope

These procedures apply to all operations related to handling complaints, grievances, and reporting violations, and must be strictly adhered to by all company employees, subcontractors, and any third parties.

3. Definitions

Complaint: An injustice or suffering you experience, which forms the basis for submitting a complaint to the higher authority in order to find appropriate solutions. Complaints may arise from within the company or from an external source.

Reporting violations: Any entity or customer, whether inside or outside the company, can report violations by providing sufficient evidence for the purpose of investigating them and holding the violator accountable.

4. References

International Code of Conduct for Private Security Service Providers (ICoCA) + ISO 18788:2015

5. Introduction

The policies and procedures aim to meet all aspects and principles in the complaint procedures according to the International Code of Conduct http://icoca.ch/en/icoc-association. The company is responsible for respecting human rights and fulfilling humanitarian responsibilities towards all those affected by its business activities, including its employees, customers, contractors, suppliers, and residents of the area where services are provided.

The company fully recognizes the importance of respecting the different cultures encountered in the workplace and the individuals met due to these activities. A clear and open reporting channel is the foundation of any procedure for addressing complaints and grievances. Therefore, employees, customers, contractors, and residents of the area where the company provides its services are encouraged to submit any complaint or grievance regarding any aspect of their work, work environment, professional relationships, or any disciplinary action taken against them.

6. Policy

The following is the company’s complaint and whistleblowing policy (all information will be kept confidential):

• A) The policy must be transparent and fair by nature and in its application.
• B) The company will investigate allegations thoroughly, quickly, and impartially while maintaining confidentiality.
• C) In the event of formal action being taken, the affected party must submit a written memorandum to the company’s management, detailing the complaint (nature, time, place, and involved individuals).
• D) The company wishes to address incidents promptly and will take steps to follow up, make decisions, and confirm actions as quickly as possible.
• E) The company will maintain records of any such claims, findings, or disciplinary measures, unless prohibited or protected by applicable law; these records should be available to the competent authority upon request.
• F) Employees have the right to be accompanied at any meeting related to a complaint.
• G) Affected parties can appeal the decision made.
• H) The company will fully cooperate with official investigations and will not engage or tolerate its employees’ obstructing witnesses, testimonies, or investigations.
• I) The company will take appropriate disciplinary actions, according to the company’s disciplinary procedures, which may include termination of service in the event such violations or illegal conduct are discovered. Ensure that individuals who report violations in good faith are protected against any retaliation for making these reports, such as protection from unjustified or inappropriate disciplinary actions, and that raised issues are examined and acted upon without unjustified delay.

7. Internal Procedure

Personnel are encouraged to discuss any problems, complaints or suggestions with their immediate local superior or direct to the Administration Department, explaining the nature of the problem and the relief sought. The Company would like complaints to be resolved informally, but where this is not possible, the following procedure must be adhered to:

Step 1 – Grievance Submission

Personnel can submit their grievance or complaint in writing to their superior/Country Manager and copy to the manager administration department at info@adsecprotect.com. Details of the grievance should include; the nature, time, place and those involved.

Step 2 – Grievance Hearing

Management will arrange for a meeting to take place as quickly as possible but within three working days to discuss the grievance. In preparing for such a meeting, management is to consider the following: having an HR representative & ops in attendance to record the meeting, making themselves aware of the full facts of the case, how similar grievances may have been resolved in the past, whether an interpreter may be needed. The aggrieved party has the right to be accompanied by a colleague, who may be allowed to address the meeting on the employee’s behalf, sum up the employee’s case, respond to any views expressed at the meeting and confer with the employee.

Step 3 – Management Decision Process

Once the hearing has finished, management will consult with the ops manager to consider the case. A decision will be presented in writing within three working days of the hearing. Once it has been made the manager is to inform the aggrieved party in writing of the outcome. The latter has the right to appeal if they are dissatisfied.

Step 4 – Grievance Appeal

If the aggrieved party is dissatisfied with the outcome of the decision, they can appeal, but this must be submitted within three working days explaining their grounds for appealing in writing to Managing Director. The appeal hearing should be arranged within five days and will be chaired by the Managing Director or nominated representative. The hearing will follow the format described in Step 2 above and the aggrieved party may be accompanied. The aggrieved party will be informed in writing of the final decision made by the Managing Director within five working days of the appeal hearing.

8. External Procedure

When a non-employee has a complaint against the company, the same procedure outlined in paragraph 7 will be followed, but the complaint will primarily be handled by the administration department manager. All these complaints and violations should be sent directly to the company’s complaint box or via email or the company’s official website using the form (WI-18-F02) whistle-blower@adsecprotect.com or https://www.adsecprotect.com/.

9. Record Management

• a) The complainant will retain a copy of the original grievance correspondence for his/her records.
• b) During each step of the process, a record of the progress will be minute and a copy sent to the administration Department for retention.
• c) Upon closure of the matter, the original claim with the accompanying minutes will be filed in the complainant’s personnel file as a record of the action steps and resolution.

10. Matters to be aware of when handling Grievances

When dealing with a grievance, management should be aware of and practice the following:

• a) Hold any grievance interview in private without interruptions.
• b) Where a grievance relates to the person’s Line manager, ensure that the employee can raise the grievance with someone else.
• c) Listen carefully to the person’s explanation of the problem and consider whether there is a deeper issue, which might be the root cause of the grievance.
• d) Listen to any conflicting points of view.
• e) Weigh up all evidence to see whether there is really an issue that needs to be addressed.
• f) Decide what action to take, trying to balance fairness to the person without compromising the business or other employees.
• g) Inform all concerned parties of the decision.
• h) Keep the process as confidential as possible.

11. Non-retaliation

The company will protect any employee, contractor, or third party who raises a complaint, grievance, or violation. Any form of retaliation, discrimination, or threats will not be tolerated and will be treated as a very serious disciplinary matter that may lead to termination.

12. Confidentiality

All the reporting is confidential. This means that the information will only be shared with a limited number of people on a strictly need to know basis. The Company will carry out the investigation and take the necessary action.

13. Publication

This policy and procedure will be disseminated to all employees as part of the induction process, displayed on company notice boards and the Company website for all non-employees.

14. Forms

The form is obtained by the complainants for all concerned parties electronically through the company’s website or directly from the administration department of the company.