Workplace conflict in Singapore? Here's your essential guide to the grievance procedure

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Conflict is a fact of life in any workplace. At some point in your professional life, you'll likely face a workplace grievance — whether it's harassment from colleagues, pay issues, or unfair treatment.

What can you do when conflict arises? That’s when your company’s workplace grievance procedure comes into play. Most organisations in Singapore, particularly those governed by the Ministry of Manpower (MOM) guidelines, have formal grievance procedures to address employee concerns and resolve disputes.

This grievance procedure should give you a voice and protect your rights under Singaporean law.

Here's your guide to the basics of a workplace grievance procedure. We'll walk you through how to file a formal grievance and what to expect throughout the investigation.

What is a grievance procedure?

A grievance procedure is a roadmap for employees to navigate and resolve workplace issues. It's a formal complaint procedure at work that provides a structured way to manage workplace conflicts, a crucial aspect of maintaining a harmonious work environment in Singapore.

A fair grievance procedure ensures that everyone is heard and treated equally. By having a transparent, accessible process, organisations signal their dedication to an inclusive work environment where each employee is valued and respected.

You can file a grievance if:

• You have raised your complaint informally with no results
• You don't want to deal with your concern informally and prefer going through formal channels
• Your complaint involves serious issues such as sexual harassment or whistleblowing

How to file a formal grievance procedure?

While every organisation will have its own process for workplace grievances, there are vital steps to follow. Here's a step-by-step guide to what you can expect from a workplace grievance procedure:

Step 1: Have an informal meeting with your manager

Your manager should be your first support line when you have a workplace issue. This is an opportunity to communicate your complaints and see if you can find a solution without escalating the situation.

Schedule a one-on-one meeting with your manager and explain the facts of your complaint. Keep things polite and professional—while it's good to express your feelings, avoid making jabs or accusations.

Sometimes, open communication is all it takes to work out a resolution. For instance, if you are concerned about an unreasonable workload, your manager may officially agree to reduce your work volume.

But sometimes, the informal route gets you nowhere. In this case, you can choose to escalate the situation and file a formal grievance.

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Step 2: File a formal grievance in writing

Before starting the process, familiarise yourself with your organisation's grievance procedure. You can consult your HR department or employee handbook for the specific steps to follow when filing a written complaint or filling out a grievance form. Knowing the policy is essential to follow the proper channels and meet deadlines.

When writing a formal grievance letter, here's what you typically need to include:

1. A concise statement of your grievance: State your concern and explain how it has impacted you.
2. Date, time, and location: Document the events or behaviours that led to your grievance. You should note the dates, times, places, and individuals involved.
3. Concrete evidence: If you've got the receipts — like emails, messages, or performance reviews — attach them to your letter. These can serve as valuable evidence when presenting your case.
4. Identification of witnesses: If there were any witnesses to the incidents or behaviours related to your grievance, identify them in your letter. Provide their names, contact information, and a brief statement of what they observed.
5. Your ideal resolution: Finish strong by stating the outcomes you want to see. Be clear and reasonable in your request, whether it's an apology, policy change, or compensation.

When writing your grievance letter, keep it neutral and polite. Here are some grievance letter templates and examples to help you communicate your grievance professionally:

Grievance letter template

Dear [HR manager's name],

I hope this message finds you well. I am writing to formally lodge a grievance concerning [brief description of the issue].

The incident(s) in question occurred on [date(s)] at [time(s)] and involved [person/people involved].

[Provide a detailed account of the incident(s), including specific actions, conversations, or behaviours of concern.]

This situation has significantly affected [explain how it has impacted you, your work, or your rights]. As a result, [describe any consequences you have faced, such as stress, reduced productivity, or a hostile work environment].

I propose the following resolution(s) to address this issue: [suggest a specific course of action or remedy that you believe would resolve the matter].

I would appreciate discussing this grievance further at your earliest convenience. Please let me know a suitable time for a meeting.

Thank you for your time and consideration.

Sincerely,

[Your name]

Grievance letter example: Workplace harassment

Dear Mr Khalid Mohammed,

I hope this email finds you well.

I am writing to file a grievance formally concerning harassment by my colleague, Simon Goh. The incidents in question occurred on multiple occasions, most notably on May 15, 2024, at around 3 pm, and again on May 20, 2024, at around 11 am.

On May 15, Simon made several inappropriate comments about my appearance in the pantry, making me highly uncomfortable. Despite my request for him to stop, he continued to make these remarks. Another colleague, Farah Natasya, witnessed this incident.

During a team meeting on May 20, he interrupted me several times and made derogatory comments about my work, undermining my contributions in front of our colleagues.

This situation has significantly affected my well-being and ability to perform my duties effectively. The harassment has caused me considerable stress and anxiety, leading to a decline in my productivity due to a hostile work environment.

To address this issue, I wish to request the following resolutions:

1. A formal investigation into Simon's inappropriate behaviour.
2. Implementation of harassment prevention training for all employees.
3. The company's assurance of a safe and respectful work environment moving forward.

I would appreciate the opportunity to discuss this grievance further at your earliest convenience. Please let me know a suitable time for a meeting.

Thank you for your attention to this critical matter.

Sincerely,

Cheryl Lim

Grievance letter example: Withheld leave benefits

Dear Ms. Mary Tan,

I hope this letter finds you well. I am writing to you to formally lodge a grievance concerning the withholding of my leave benefits by my direct supervisor, Mr. Abdul Aziz.

On 30 April 2024, I submitted a formal request for annual leave between June 1 and June 10. This was well within the two-week advance notice period required by company policy.

However, my supervisor denied my request without providing a valid reason. On May 10, I approached him again to discuss the matter, but he refused to reconsider. He suggested that my leave would "disrupt team operations" despite other team members being available to cover my duties.

This situation has significantly affected my morale and trust in the fair application of company policies. The withholding of my leave benefits has caused me considerable stress, impacting my ability to attend to matters requiring immediate attention.

To address this issue, I would like to request the following resolutions:

1. Approval of my original leave request for June 1 to June 10, 2024.
2. A review of the company process for leave request approvals to ensure fairness and transparency.
3. Ensure that future leave requests will be handled in line with company policy without bias or undue delay.

I would appreciate the opportunity to discuss my concerns further. Let me know when a meeting might be convenient for you.

Thank you for your attention to this matter.

Sincerely,

Alex Ong

Step 3: Evaluation of the grievance

Once you’ve formally filed your grievance, a designated department will assess it. This usually means your HR department or a dedicated grievance committee, following guidelines set by Singapore’s Ministry of Manpower (MOM) where applicable.

The HR department may evaluate your evidence to determine if there has indeed been a breach of company policy. They'll also take into account any laws or regulations that are relevant to your grievance.

Your grievance may be dismissed if it violates company policy or the HR department judges it to lack merit. However, if it is valid, a formal investigation will be launched.

Source: Freepik

Step 4: Conducting a formal investigation

During the formal investigation, the HR department or grievance committee will gather all evidence linked to the grievance.

Depending on the nature of your grievance, your HR department or grievance committee may conduct a grievance hearing to take statements from you, the colleagues involved, and any witnesses. This ensures that they gain an unbiased view of the situation.

During this sensitive process, stay focused and professional. Maintaining confidentiality is essential — avoid gossiping about the details, even with your trusted work friends. Your company also has a responsibility to safeguard confidentiality on your behalf.

If the investigation takes a while, you can politely request a clear timeline. Once all the pieces are in place, your HR department or grievance committee will likely compile their findings in a comprehensive report.

Step 5: Reaching a resolution

Finally, it's time to resolve the grievance. Your HR department or grievance committee will notify you of the outcome and propose a solution.

This may include mediation between you and the other parties, disciplinary action, or reaching a mutual agreement. If you aren't happy with your employer's decision, you can submit an appeal.

Whatever happens, remember to keep a record of everything and any resolutions agreed upon. Having things in writing will be your safety net if issues pop up again.

In summary

Sometimes, you may not be satisfied with the outcome of your company’s grievance procedures. If so, you can mediate or arbitrate with an independent party, such as a union representative.

You may also escalate the case to Singapore’s Ministry of Manpower (MOM) or seek assistance from the Tripartite Alliance for Dispute Management (TADM).

Corporate life in Singapore isn’t always smooth sailing, and you’ll sometimes run into conflicts. By understanding workplace grievance procedures, you can stand up for yourself and reach a fair resolution in line with Singapore’s employment laws and practices.

FAQs

1. What is a workplace grievance procedure?
   ⁠It's a formal procedure that provides a structured way to manage workplace conflicts. It offers employees an official route to navigate and resolve workplace issues.
2. What are the steps of a grievance procedure?
   ⁠While every company will have its process for workplace grievances, you can expect specific vital steps:
   ⁠File a formal grievance letter
   ⁠Evaluation of your grievance by the HR department or grievance committee
   ⁠Opening a formal investigation into the details of your grievance
   ⁠Reaching a resolution
3. What's a good example of a grievance?
   ⁠Common examples of workplace grievances include:
   ⁠Harassment or workplace bullying: An employee faces repeated inappropriate jokes and comments from a colleague that are beyond the bounds of reasonable behaviour.
   ⁠Pay disputes: An employee has been waiting to receive their overtime pay for several months despite working approved extra hours.
   ⁠Unsafe conditions: Employees report that faulty equipment puts them at risk of injury. However, the company fails to repair or replace it.
   ⁠Retaliation: After reporting a safety violation, an employee receives a negative performance review and is excluded from important meetings.
4. Can I be dismissed for filing a grievance in Singapore?
   ⁠No, it is illegal for an employer in Singapore to dismiss or penalise you for filing a grievance in good faith. Retaliation for raising legitimate concerns is against the law, and if you experience this, you may have grounds for further legal action.
   ⁠If you believe you have been unfairly dismissed or penalised, contact the Ministry of Manpower (MOM) or seek advice from the Tripartite Alliance for Dispute Management (TADM).
5. How long does resolving a workplace grievance in Singapore take?
   ⁠The time it takes to resolve a workplace grievance in Singapore can vary depending on the case's complexity and the specific company's procedures. Typically, the process could take anywhere from a few weeks to several months. It may take longer if the grievance involves legal action or requires mediation by external bodies.
6. How do I start the grievance process in my company?
   ⁠To start the grievance process in Singapore, familiarise yourself with your company's grievance procedure, which can usually be found in the employee handbook or by consulting with HR.
   ⁠Generally, the process involves submitting a formal grievance letter that outlines your complaint, provides evidence, and suggests a resolution. Make sure to follow the specific steps and deadlines outlined by your employer.