Page 13 - GAU_Administrative_Manual

GEORGETOWN AMERICAN UNIVERSITY ADMINISTRATIVE MANUAL

5.3.3.1 Problem Resolution Procedures
GAU is committed to provide the best possible working conditions for its employees. Part of this
commitment is encouraging an open and frank atmosphere in which any problem, complaint, suggestion,
or question receives a timely response from the University’s supervisors and management.

The University strives to ensure fair and honest treatment of all employees. All persons employed or
studying at GAU are expected to treat each other with mutual respect. Employees are encouraged to
offer positive and constructive feedback in their communications.

If employees disagree with established rules of conduct, policies, or practices, they can express their
concern through the problem resolution procedure. No employee will be penalized, formally or
informally, for voicing a complaint with the University in a reasonable, business-like manner, or for using
the problem resolution procedure.

If a situation occurs when an employee believes that a condition of employment, or a decision affecting
them is unjust or inequitable, they are encouraged to make use of the following steps. The employee may
discontinue the procedure at any step.

1. An employee fills out the complaint form attached to the management system. A copy of the
complaint form can also be uplifted from the Administrator or downloaded from the University’s
website. Employees can return the completed form to the Administrator; other stakeholders can
return the form to resources officer. The officers will address the complaint as urgent, moderate
or mild.
2. If the complaint is considered urgent, all measures will be taken to address the complaint within
24 hours.

3. If the complaint is labeled as moderate, all measures will be taken to address the complaint within
48 – 72 hours.

4. If the complaint is labeled mild, all efforts will be taken to address the complaint within 5 business
days.
5. In the instance where an investigation is needed to resolve the complaint, the additional steps
will be taken.

6. The above officers will forward the complaint to the Conflict resolution committee. The Conflict
Resolution Committee will acknowledge receipt of each complaint within 5 working days.

7. The complainant will be called in for an interview within 15 working days. The Charge would then
be forwarded to the defendant and their immediate supervisor for a respond within 20 working
days from the initial receipt of the complaint. The respondent will be allowed 20 working days
from the date the charge is served to submit a response.

8. The conflict resolution committee will then conduct their investigation within 45 days.
9. Written finding(s) of facts made by the Conflict Resolution Committee is sent within 15 working
days of the conclusion of the investigation to the complainant, the respondent, and the University
Legal Counsel; each of whom have an opportunity to submit rebuttals to the finding(s) of fact
within 10 working days.
Alternative option

13