Grievance Management Plan (GMP)

The Hashemite Kingdom of Jordan Greater Amman Municipality

Russeifa Lagoon Remediation Project - Phase 1

JV of

Gulf Co-Operation Symbols Contracting Co. Ltd.

And Terratest Group, S.L.U

Tender Identification No. 13/1/2020

MR3: GAM LAGON REMEDIATION PROJECT

Grievance Management Plan (GMP)

Revision Date Description Prepared by Checked by Approved by

0 Dec 11, 2021 Initial GMP JV/ MESC ZH

1 Feb 20, 2022 Revised Specific MESC BAU

GMP
2 June 5, 2023 Updated Specific JV BAU
GMP
3 July, 2023 Updated Specific JV BAU
GMP

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 The modification on the GMP (Updated)
Section Modifications Date

5. Specific requirement Added the Facebook web page 7/2023

Remove the public grievance procedure

5.1 stakeholder engagement Add the complaints receiving channels (sign) and add 7/2023
grievance procedure the Facebook page for JV

Figure 5: grievance process" Add the responsible personal 7/2023

6. Contact details and Updated the contact details for JV / contractor 7/2023
reporting

Appendix B. Employee GF Employee GF in other Workers’ language added to 7/2023

the Plan (Spanish Language)
 Grievance Management Plan (GMP)

Contents
1.0 INTRODUCTION ........................................................................................................ 5
1.1 Socio-Economic Background Conditions ......................................................................................................... 7
1.2 Area of Influence for Receptors ........................................................................................................................ 11
2.0 EBRD’S REQUIREMENTS ..................................................................................... 13
2.1 Information Disclosure and Stakeholder Engagement ............................................................................ 13
2.2 Labor and Working Conditions ........................................................................................................................ 13
2.3 Indigenous People .................................................................................................................................................... 14
3. GRIEVANCE MECHANISM ................................................................................... 15
4. GRIEVANCE PROCEDURE ................................................................................... 16
4.1 Grievance Administration.................................................................................................................................... 16
4.2 Documentation and Reporting by the JV Contractor.............................................................................. 18
4.3 Responsibilities ......................................................................................................................................................... 19
4.4 Closed Grievance ..................................................................................................................................................... 20
4.5 Gender Sensitivity ................................................................................................................................................... 20
5. SPECIFIC REQUIREMENTS ....................................................................................... 21
5.2 Employee Grievance Procedure ........................................................................................................................ 21
5.3 Audits ............................................................................................................................................................................ 26

6. CONTACT DETAILS AND REPORTING............................................................. 28

Appendices:

Appendix B: Employee Grievance Form

in English ,Arabic and Spanish Language
Appendix C: Grievance Log Sheet

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 Grievance Management Plan (GMP)

Abbreviations:

DB Design Build
DLS Department of Land and Survey
DoA Department of Antiquities
DoS Department of Statistics
E&S Environmental and Social
EBRD European Bank for Reconstruction and Development
EIB European Bank For Investment Bank
ESA Environmental and Social Assessment
ESAP Environmental and Social Action Plan
ESD Environment and Sustainability Department
ESHS Environmental, Social, Health and Safety
ESMS Environmental and Social Management Systems
GAM Greater Amman Municipality
GIP Good International Practice
GoJ Government of Jordan
GMP Grievance Management Plan
HR Human Resources
ILO International Labour Organization
IFC International Finance Commission
JISM Jordanian Institute for Standardization and Metrology
JS Jordanian Standard
KPI Key Performance Indicator
LRP Livelihood Restoration Plan
MoEnv Ministry of Environment
MoH Ministry of Health
MPWH Ministry of Public Works and Housing
MWI Ministry of Water and Irrigation
NTS Non-Technical Summary
NGO Non-Governmental Organizations
NRA Natural Resources Authority
OHS Occupational Health and Safety
PAP Project Affected Person
PM Project Manager
PIU Project Implement Unit (proponent)
PR Performance Requirement
RSS Royal Scientific Society
SC Supervision Consultant (Engicon)

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 Grievance Management Plan (GMP)

SG Stakeholder Group
SEP Stakeholder Engagement Plan
SSC Social Security Corporation
TBD To Be Determined
UNCED United Nations Conference on Environment and Development
UNDP United Nations Development Programme
UNEP United Nations Environment Programme
WAJ Water Authority of Jordan
WB World Bank

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 Grievance Management Plan (GMP)

1.0 INTRODUCTION

The Project is focused on the urgent remediation and prevention of future contamination of the Russeifa
Lagoon which developed due to the obstruction of a natural water stream flowing from Wadi Marka (a
rainwater catchment area south-west to the lagoon) into the Zarqa River (north-east of the lagoon). The
obstruction, which arose from industrial and mining activities in the area long time ago, has resulted in
complete blockage of water flow creating a stagnant pond behind it. The situation has significantly
deteriorated since 2011, underpinned by the refugee crisis, which placed unprecedented pressure on the
surrounding wastewater network and resulted in an increase of uncontrolled sewage discharges indirectly to
the lagoon causing a nuisance.

Accordingly, the Greater Amman Municipality (“GAM” the Employer) have requested the European Bank
for Reconstruction and Development’s (the “EBRD”) support to prepare and finance a critical environmental
infrastructure project (the “Project”). The Project is related to the urgent remediation and prevention of a
200,000 m2 contaminated lagoon in the city of Russeifa (“Phase 1” of the Project) and the subsequent
urban regeneration of the area involving the development of a municipal park and green spaces covering
the former lagoon area (“Phase 2” of the Project). Phase 2 will tendered at a later stage and it will include
the design of the pond area and the construction of a green public park.

Phase 1 , under the scope of the Design Build JV Contractor awarded the contract, will include: (1) the
construction of storm water system that will connect flow coming into the Lagoon from Wadi Marka and
adjacent catchment areas to Zarqa River, thus preventing the accumulation of flows in the lagoon causing
environmental and health hazards and; (2) the decommissioning of the lagoon which may include, but not
limited to; (i) the removal of contaminant soil/silt to a certain depth from the bottom of the lagoon to be
dumped in a landfill depending on the quality of the soil; (ii) the pumping of the stagnant water that is
remained after the rainy season and suggestions on how to prepare the area of the pond to become a public
park (Phase 2), where the remained water will be tested to identify its quality and recommend type of treatment
is needed before dumping it to any receiving body. See Fig 1 for project location.

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 Grievance Management Plan (GMP)

Figure 1 Project Location and Russeifa Lagoon

As such, the Design Build JV Contractor was awarded the phase 1 implementation works including
implementation of certain ESAP components such as site specific SEP and Grievance management plan (GMP)
for the is project construction phase according to EBRD requirements, the following sections will elaborate on
the JV’s proposed Grievance procedures and resolutions in coordination with the project SC-ESD in fulfillment
of EBRD / ESAP item PR 10.2.

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 Grievance Management Plan (GMP)

1.1 Socio-Economic Background Conditions

According to the ESA prepared by Engicon in October, 2019, the following is socioeconomic baseline;
Russeifa city administratively belongs to Zarqa Governorate. The resident population of Zarqa Governorate in
year 2015 was 1,364,878 (14.32% of national population) making it the third largest governorate after Amman
and Irbid compared to approximately 799,000 in 2004 (which was about 15% of the national population). This
indicated a growth rate for the governorate of 5.3% per annum between the 2004 and 2015 inter-censal period.

On the other hand, the overall population growth rate has reached about 3% in 2010 and increased to 9%
during the years 2013 and 2014 and then dropped a little during 2015 to reach about 8%, according to
demographic surveys of DoS. The reason for the high growth rates is attributed to the influx of large numbers
of refugees from Syria to the Kingdom which resulted in a marked decline in per capita real GDP index
by 5.4% to JD 1,197.4, based on the Statements of the Central Bank of Jordan.

The Jordan National Census of 2015 showed the population of Russeifa as 472,604 inhabitants, making it
the fourth-largest city in Jordan, after Amman, Irbid, and Zarqa. The female to male ratio was 48.46% to
51.54%. Jordanian citizens made up 89.6% of Russeifa's population. Many heavy industries are based in
Russeifa due to its location between the two large cities of Amman and Zarqa.

The unemployment rate among Jordanians also witnessed a rise by 1.1% to reach to 13%, due to the structural
imbalances that the labor market is suffering from and the acquisition of the low-paid foreign workers on a
large number of new jobs in the economy, according to the Central Bank of Jordan.

However, the following data from DoS Interactive Data Base shows continued growth in unemployment rate
with almost 10% higher for females than males.

In summary, the main results of the demographic characteristics of the target study area are as follows:

 The average family size in national average is 4.8.

 The marital status of the target neighborhoods shows that more than 55% of the people are
married.
 The majority of the residents in the target neighborhoods live in apartments, while others
own their houses.

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 Grievance Management Plan (GMP)

 The educational levels at those areas are more or less consistent with the national
numbers.
 Zarqa Governorate has an unemployment rate of 12.3%, which is very close to the
national unemployment rate for the same period (12.2%).
 The female economic activity rate is 71% male compared to 21% female according to 2015
census.
 The overwhelming majority of males in the workforce in Zarqa and Russeifa
municipalities target neighborhoods work in the private sector, and the majority of
working females in Zarqa and Hashmiyah municipality work in the public sector.

The metropolitan area is divided into the five districts presented in Table 1.

Table 1 Districts of Russeifa Metropolitan

District Area (km2)

Hittin District 6.5
Ameriyya District 5.0
Yarmouk District 3.0
Qadessiyya District 4.0
Rasheed District 8.0

The project area falls mainly within Hittin District and, therefore it’s anticipated that the project direct
potential impact will be on a circle of 500 m (as the construction corridor) around the Lagoon in this district
(see Figure 2).

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 Grievance Management Plan (GMP)

Figure 2 Russeifa District within the Project’s Area of Influence

Hittin district encloses a formal Palestinian refugee resettlement, Marka camp, referred to by the government
as Hittin. This camp was established in 1968 on an area of 0.92 km2, and 10km northeast of Amman. The
camp is known locally as “Schneller Camp” after the German rehabilitation center established in the area
before the camp was set up. More than 53,000 registered refugees live in Marka camp.

It is difficult to distinguish visually or on a map between the houses that are under the camp administration
and the houses that are under the Russeifa Municipality. However, based on the interviews with the
Municipality Mayor and with other municipality administrative staff, it was confirmed that the camp houses
(i.e., camp houses and resident are under the UNRWA
administration and not serviced by the municipality) are almost 2 km away from the project area, and
therefore Hittin Camp does not fall in the project construction corridor for social impacts. Accordingly, it
is not anticipated to have any negative impacts by the project activities on Hittin camp during the construction
phase. However, the camp may be positively impacted from the overall project during the operation phase.
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 Grievance Management Plan (GMP)

In addition, based on the field visit to the pipeline route and on the understanding of the micro- tunneling
procedure to be followed during construction, it is clearly demonstrated that the preliminary design pipeline
route (by Engicon) will not pass in any existing structure or any privately owned lands and therefore no land
acquisition or any physical displacement (resettlement issues) will arise for the project. The conveyance
pipeline will pass through the planned Environmental Park that is planned to be developed over round 76
dunums (76,000 m2) of previous phosphate mining areas. However, no work has started on it and its
development is currently on hold.

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 Grievance Management Plan (GMP)

1.2 Area of Influence for Receptors

For the purpose of the area of influence for the Project was first delineated. The following two areas of
influence (illustrated in Figure 3 and 4) were adopted for the purpose of evaluating the Project’s potential
impacts on surrounding receptors (According to project ESA by Engicon, 2019)

 A buffer of 200 meters around the Project’s tunnel alignment was adopted as the area of influence for
socioeconomic receptors (see Figure 3).
 A buffer of 500 meters around the Project lagoon area was adopted as the area of influence for the socio-
economic receptors (i.e., local community, economic activities, land use, etc.) (See Fig 3).

Figure 3: 200-meter buffer as area of influence around Project’s tunnel alignment

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 Grievance Management Plan (GMP)

Figure 4 : 500-meter buffer as area of influence around lagoon

As previously mentioned, the tunnel pipeline route as envisaged in preliminary design by Engicon does not pass
nor disturb any land owner as all the lands along the route are owned by Government of Jordan. However, shaft
excavation activities may produce dust and/ or noise nuisance and hence a 200m buffer zone is a reasonable
anticipated boundary. For the lagoon works and due to its proximity from residential dwellings is and
community a wider buffer area of 500m is chosen.

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 Grievance Management Plan (GMP)

2.0 EBRD’S REQUIREMENTS

2.1 Information Disclosure and Stakeholder Engagement

The JV Contractor is aware of and will respond to stakeholders' concerns related to the project in a timely
manner. For this purpose, the JV will establish a grievance mechanism, process, or procedure to receive and
facilitate resolution of stakeholders' concerns and grievances about the JV's environmental and social
performance. The grievance mechanism should be scaled to the risks and potential adverse impacts of the
project construction phase.

The grievance mechanism, process, or procedure should address concerns promptly and effectively, using
an understandable and transparent process that is culturally appropriate and readily accessible to all
segments of the affected communities, at no cost and without retribution. The mechanism, process, or
procedure must not impede access to judicial or administrative remedies. For projects to which EBRD PR
5 or PR 7 applies (Only PR 5 applies in our case), the JV will ensure that there is an independent, objective
appeal mechanism. The JV will inform the affected communities about the grievance process in the course
of its community engagement activities, and report regularly to the public on its implementation, protecting
the privacy of individuals.

Grievance mechanisms for workers will be separate from public grievance mechanisms and must be in
accordance with EBRD PR 2.

2.2 Labor and Working Conditions

The JV Contractor will provide a grievance mechanism for its and Subcontracts workers to raise reasonable
workplace concerns. The JV Contractor will inform the workers of the grievance mechanism at the time of
hiring, and make it easily accessible to them. The mechanism should involve an appropriate level of
management and address concerns promptly, using an understandable and transparent process that provides
feedback to those concerned, without any retribution. The mechanism should not impede access to other
judicial or administrative remedies that might be available under law or through existing arbitration
procedures, or substitute for grievance mechanisms provided through collective agreements.

According to paragraph 19 of PR 2, this requirement also applies to "Non-Employee Workers" {for

example, "engaged by the JV Contractor through subcontractors or other intermediaries to work on project
sites or perform work directly related to the core functions of the Project").

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3. GRIEVANCE MECHANISM

The grievance mechanism described here in by the JV in accordance with PR 10 and will be set up as early
as possible in the process, consistent with this PR, to receive and address in a timely fashion specific
concerns raised by workers, including a recourse mechanism designed to resolve disputes in an impartial
manner.

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4. GRIEVANCE PROCEDURE

The JV established a formalized procedure and process for dealing with both workers' grievances, and
the grievances of communities that were summarized to deal with them in SEP.

This Procedure includes;

• Assigning a responsible personnel (Sana' Abu-Hameeda (Env. Engineer) ~t o organize the resolution of
grievances as per the flow chart provided herein and in coordination with GAM CLO [Eng.Ahmad
Seder].

• Defined time frames for acknowledgment of the receipt of complaints and subsequent resolution

• Practical arrangements for maintaining confidentiality, reviewing and resolving grievances, including
resources and organizational arrangements

• Information on the grievance mechanism that is readily retrievable from site office locations
where project information in hard copy has been placed, and/or from JV head office in Amman
Grievance mechanisms should be appropriate for the scope of the project so as to allow effective
resolution of issues in a timely manner.

As stated in PR 10 paragraph 26, "Grievance mechanisms for workers will be separate from public
grievance mechanisms and must be in accordance with PR 2".

4.1 Grievance Administration

Grievances will be registered and logged regardless of whether they were received in writing or
verbally. The complainant should receive an acknowledgment of the receipt of the complaint
within a prescribed and reasonable time-frame, preferably in writing. Logging a grievance should
not incur any cost to the complainant. Generally, the JV will allow for flexibility and make sure that
grievances are not dismissed on grounds of an administrative formality and/or procedure.

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A simple database kept at both site offices and head office is often useful to manage and monitor
grievances. Good practice is to log all grievances, even recurrent ones or grievances that will eventually
be dismissed as unreasonable. Regardless of the actual establishment of such a database, typically
documentation on grievances keeps track of:

• The name and contact details of the complainant, if appropriate

• The date and nature of the complaint

• The name of the relevant staff charged with addressing the complaint, if appropriate

• Any follow up actions taken

• The proposed resolution of the complaint

• How and when relevant Project decisions were communicated to the complainant

• Whether longer-term management actions have been taken to avoid the recurrence of
similar grievances in the future, if applicable.

The JV understands that management of grievances is a vital component of stakeholder engagement and an
important aspect of risk management for the project execution. Grievances can be an indication of growing
stakeholder concerns (real and perceived) and can escalate if not identified and resolved. Identifying and
responding to grievances supports the development of positive relationships between projects, communities
and other stakeholders. Monitoring of grievances will signal any recurrent issues, or escalating conflicts
and disputes.

JV shall monitor the way in which grievances are being handled and ensure they are properly addressed
within deadlines specified within the mechanism flow chart presented below. The JV shall also report
regularly to the public on the grievance mechanism implementation, protecting the privacy of individuals.

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 Grievance Management Plan (GMP)

Sample grievance forms provided in Appendices B in both English and Arabic, a

Grievance log form is included in Appendix C.

The following indicative timeframe can be used as a guideline, both for workers' and communities'
grievances:

• Written acknowledgement of receipt of the grievance: within 5 days of receiving the grievance
• Proposed resolution: within 30 days of receiving the grievance.

Whether the project follows the recommendations above, or not, the JV Contractor will still be required to
communicate to the complainant their clear commitments with respect to the expected time period within
which grievances shall be acknowledged, processed, and resolved.

Complaints should be reviewed as soon as they are received and prioritized for resolution. Regardless of
general response and resolution timeframes, some complaints may require immediate attention, for example,
an urgent safety issue or where it concerns the livelihood of vulnerable people in jeopardy.
However, based on experience, many complaints deal with rather minor construction or disruption issues
that can be addressed and fixed promptly.

4.2 Documentation and Reporting by the JV Contractor

• Timeframes for acknowledgment of receipt and resolution

• Practical arrangements for maintaining confidentiality, reviewing and resolving grievances, including
resources and organizational arrangements

• Independent second-tier mechanism, if applicable, with identification of objectives and functions as

well as external parties involved.

Periodic project monitoring reports (See Appendix as example) should include the following indicators:

• Number of grievances during the reporting period

 Opened
 Resolved
 Closed

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 Grievance Management Plan (GMP)

 Categorization of grievances (as relevant to the project - for example, noise/Air quality/smell/
safety).
 Trend in time (for example, number or category of complaints compared with previous reporting
periods).
 Keeping a profile of those who log a grievance could prove useful in terms of knowing who and
where is most affected by potentially negative impacts of the project. Data such as gender, age and
location could be gathered. However, it is paramount that those who wish to register a grievance can
remain anonymous and should feel free to give as little personal information as they wish.

4.3 Responsibilities

The responsibility for the management and resolution of grievances rests with the Employer (GAM),
delegated to the JV during project construction according to EBRD PR 10.

Where a grievance is passed to a third party for resolution, it is important to recognize that the ultimate
responsibility for grievance resolution lies with the GAM/ JV, including such cases where the third party
fails to reach an acceptable resolution. For example, with respect to a community grievance Related to
noise or vibrations generated by contractor traffic within a residential area, the GAM/JV would usually
delegate resolution to their Subcontractor. However, should the Subcontractor's attempts fail to reach an
acceptable settlement, the bank requires that the GAM/ JV take responsibility for the eventual grievance
resolution.

The JV will appoint a Community Liaison Officer (CLO) who will be responsible for community
liaison and arranging communications with local communities. The CLO will be available throughout
the Project contract period and will be largely responsible for implementation of the SEP, particularly
receiving and channeling comments and concerns during the construction phase as well as management
of the grievance mechanism during construction. The CLO will ideally be located in close vicinity of
the Project and its affected stakeholders to ensure their accessibility and will preferably be from the
Russeifah Area.

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4.4 Closed Grievance

Typically, a grievance is "closed" when a resolution satisfactory to both parties has been reached. In
certain situations, however, the JV may "close" a grievance even if the complainant is not satisfied with
the outcome. This could be the case, for example, if the complainant is unable to substantiate a
grievance, or if there is an obvious speculative or fraudulent attempt.
In such situations, the JV's efforts to investigate the complaint and to arrive at a conclusion should be
well documented and the complainant advised of the situation.

The JV (or Subcontractors working for the JV) should not dismiss grievances based on a cursory review
and close them in their grievance record unless the complainant has been notified and had the
opportunity to provide additional information.

At no time shall using the JF’s grievance mechanisms impede a worker or community from referring the
matter to the national judicial system or other available mechanism. Nor should prior referral of the
matter to the judicial or other exiting mechanisms, such as national ombudsman services or the Banks’s
project complaint mechanism (PCM), preclude amicable negotiations, arbitration o mediation. See
Appendix D for EBRD PCM procedure and forms.

4.5 Gender Sensitivity

Men and women may not only communicate their grievances differently but may also have different
types of grievances. This should be taken into consideration when designing, implementing and
managing a responsive grievance mechanism. (See also section 5 below).

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5. Specific Requirements
5.1 Employee Grievance Procedure

Employee grievance procedure is established for the employees of the JV at site and their Subcontractors as
a separate system. The grievance procedure guarantees confidentiality. Employees are given the possibility
to register grievances through the following:

 Direct Manager of the employee;

 Human Resources Department at JV as per section 6; or
 Public Services Union Representatives.
 Separate Grievance Box located at Site

Employees can go to the ESHS Manager on site or directly to the JV Head Office HR Manager based in
Amman.

Anonymous registering can also be made possible (via grievance boxes – one of which should be available
on site at the entrance office). The Grievance Procedure will be free, open and accessible to all and
comments and grievances will be addressed in a fair and transparent manner. Information about the
procedures, who to contact and how, will be made available. In particular all Employee will be informed of
the Grievance process and new Employee will be informed when they join the Project. Information on
Contact Points will be posted on project bulletin boards on site.

5.3 Audits

EBRD and hence GAM may require periodic external audits of the grievance management system as part
of its monitoring activities. Such audits would typically include:

 A review of logging, tracking and documentation systems including acknowledgement

of receipts and resolution agreements

 A check that deadlines and timeframes committed by the JV Contractor ESHS team are
generally met

 A check that potentially affected people, workers and other stakeholders are generally
aware of the avenues available to lodge a grievance

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 Grievance Management Plan (GMP)

 A check of the variations in time of the number of open and closed

grievances

 A check on a sample of grievances of:

 How resolution responsibility is assigned

 Complainant satisfaction with the process (timely, fair)

 Evidence that "closed" grievances have been closed following satisfactory due process

 Complainant satisfaction with the outcomes.

 A filled out monitoring report documenting the above as included in Appendix E

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by Whatsup Number (JV) or

by Complaints Box (JV) or
by JV Facebook page
by GAM’s website

by CLO

by CLO

Figure 5: Grievance Process

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6. CONTACT DETAILS AND REPORTING

Throughout the project, all stakeholders can contact the Russeifah Lagoon project throughout the contact
details listed below;

Contact details for JV / Contractor Human Resource

Ayat Jadallah
Mob:+962795082671
hr@sadeencontracting.com
www.sadeencontracting.com
Facebook: (Gulf Co-Operation Symbols And Terratest
Group S.L.U)
JV whatsup number (0096-790064919)

Contact Details for GAM a) GAM complaints direct line : 0096264636111

b) GAM complints E-mail Address:
Shakawi.dwn@ammancity.gov.jo
c) GAM’s social meida platforms (Facebook and
Instgram)
- www.facebook.com/cityofamman
- Twitter.com/GAMtweets
- www.instagram.com/city ofamman/

Contact Details for SC - ESD Eng.Nirrmeen Abu_Shaweesh

Mob:+962796769969
Contact Details for ,EBRD- Local Office Amman Resident Office - Emmar Towers
196 Zahran Street
15th Floor
P.O. Box 852805
Amman 11185
Jordan
Tel: +962 6 563 50 30
https://www.ebrd.com/jordan.html

and on the EBRD’s webpage www.ebrd.com

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APPENDIX B
EMPLOYEE GRIEVANCE FORM (IN ENGHLISH AND ARABIC)
Grievance Information
Employee Name:
Date:
Job Title:
Employee ID:
Date of Hire:
Contact Information
Please mark how you wish to be contacted (mail, telephone, e-mail).

 By Post: Please provide mailing address: ______________________________________

 By Telephone: _______________________________________________

 By E-mail: ______________________________________
Language
Please mark your preferred language for communication

 Arabic
 Other
Description of Incident or Grievance: What happened? Where did it happen? Who did it happen to? What is
the result of the problem?

Date of Incident/Grievance
 One time incident/grievance (date __________________________
 Happened more than once (how many times? _________________
 On-going (currently experiencing problem)_____________________
Proposed solution to grievance:

The grievant should retain a copy of this form for his/her records. The signature below indicates that you are a filing a grievance, and
any information on this form is truthful.

Employee Signature Date

Received Signature Date

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 ‫)‪Grievance Management Plan (GMP‬‬

‫نموذج الشكوى للعاملين‬

‫معلومات المشتكي‬
‫اسم الموظف_________________________‬
‫التاريخ _______________________________‬
‫المسمى الوظيفي__________________________‬
‫الرقم الوظيفي___________________________‬
‫تاريخ التوظيف___________________________‬

‫يرجى تحديد الطريقة التي ترغب في أن يتم االتصال بك بها (بريد ‪ ،‬هاتف ‪ ،‬بريد إلكتروني)‬

‫‪ ‬عن طريق البريد‪ :‬يرجى تقديم العنوان البريدي ________________________________________________________‬

‫‪ ‬عن طريق البريد االلكتروني____________________________________‬
‫‪ ‬عن طريق الهاتف__________________________________________‬

‫اللغة‬
‫معلومات التواصل‬

‫يرجى تحديد لغتك المفضلة للتواصل‬

‫‪ ‬عربي‬
‫‪ ‬اخرى‬

‫يجب على المتقدم بالشكوى االحتفاظ بنسخة من هذا النموذج في سجالته‪ .‬يشير التوقيع أدناه إلى أنك تقدم شكوى ‪ ،‬وأي معلومات واردة في هذا النموذج صادقة‪.‬‬

‫التاريخ__________________________‬ ‫توقيع الموظف____________________________________________‬

‫التاريخ__________________________‬ ‫توقيع المستلم____________________________________________‬

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‫)‪Grievance Management Plan (GMP‬‬

‫وصف الحادث او الشكوى ‪:‬‬

‫ماذا حدث؟ أين حدث هذا؟ من فعل ذلك؟ ما هي نتيجة المشكلة؟‬

‫تاريخ الحادث‪ /‬الشكوى‬

‫‪ ‬تاريخ الحادث او الشكوى ‪_______________________________:‬‬

‫‪ ‬حدث اكثر من مرة ‪ /‬كم مرة ‪______________________________:‬‬
‫‪ ‬جارية ( تواجه المشكلة حاليا )_____________________________‬

‫ﻣﺎ ھو اﻟﺣل اﻟذي ﺗﻘﺗرﺣﮫ ﻟﺣل اﻟﻣﺷﻛﻠﺔ ؟‬

‫‪33‬‬
 Appendix C
GRIEVANCE LOG SHEET

GRIEVANCE # Recipient Grievant ISSUE RESOLUTION / ACTION DATE

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35