Grievance Procedure
Nation Security Services (NSS) encourages feedback from employees, clients and/or other interested parties regarding any work-related difficulties. To resolve employee grievances in a constructive manner, it is recommended that the employee confirm facts to avoid complaints based on rumours or gossip.
The grievance procedure is a four-step process that starts within the department of the employee.
NSS 1
If an employee, clients and/or other interested parties has a problem with a staff member, his/her supervisor or has other problems related to the job or working conditions, he/she is expected first to undertake serious attempts to resolve the problem directly. In further steps, the employee will be requested to provide evidence of these attempts. If agreement cannot be reached within a reasonable timeframe despite these attempts, then the employee moves to Step 2 .
NSS 2
The employee, clients and/or other interested parties must file a written complaint with his/her supervisor. The complaint must be dated, state the basis of the grievance or problem and attempts undertaken to resolve it. The employee and the supervisor must have an open and frank discussion about the issue. The supervisor must attempt to resolve the matter within five (5) working days. If the employee’s grievance is with the supervisor him/herself, the employee may skip this step because: (a) it already would have been addressed under Step 1 or (b) the employee feels that it is not possible. If Step 2 fails to produce satisfactory results, the employee moves to Step 3.
NSS 3
The employee, clients and/or other interested parties must forward the written complaint with a written update on steps taken to resolve it to the next supervisor up the chain of command according to Nation Security Services (NSS) structure. The relevant supervisor will discuss the matter with the employee and attempt to resolve the problem within five (5) working days. If Step 3 fails to produce satisfactory results, the employee moves to Step 4.
NSS 4
The employee, clients and/or other interested parties must forward the written complaint and a written update on steps taken to resolve the matter, to the Management Committee via the HR Manager, within two (2) working days of the end of Step 3. The Committee (which includes the HR Manager) will take a final decision on the matter within five (5) working days following receipt of the grievance. If the employee is still dissatisfied with the outcome, he/she may use the hotline procedure (see below) and grievance/ suggestion boxes. NSS will resolve the matter to the satisfaction of both the employee, clients and / or other interested parties and the Company.
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Nation Security Services
Nation Security Services (NSS) is a ‘Phoenix’ rising up from the ashes of a former, top, locally owned and managed security operator in the country, which achieved and maintained several international accreditations from 2016 until the change in the country in August 2021.