Governance Grievance Action Team (GREAT)

Governance

Grievance Action Team (GREAT)

The Grievance Committee and GRiEvance Action Team (GREAT) are designed to enhance the coordination and resolution of grievances, cultivate relationships with stakeholders, and implement systemic changes in our efforts to uphold the highest standards of integrity throughout our business.

The GREAT Team is responsible for both internal and external implementation of the Grievance Procedure. Its duties include coordinating with relevant departments on information, standards, regulations, and evidence, as well as compiling, investigating, and analysing information. The team also presents cases to the Grievance Committee and engages with stakeholders for conflict resolution.

A dedicated Grievance administrator is tasked with receiving, recording, categorising, and reporting grievances received through whistleblower channels to both the Grievance Committee and the GREAT Team.

GREAT’s Roles & Responsibilities

GREAT implements REA’s Grievance Procedure both internally and externally.

Internal
  1. Coordinate with relevant departments on information, standards, regulations, and evidence.
  2. Compile, consolidate, study, analyse and verify the case information including the background information, stakeholder profile, chronology, findings, evidence, letters, spatial information, and so on where relevant.
  3. Propose alternative solutions and action plan.
  4. Draft grievance response letters to Grievance Raisers.
  5. Inform and present grievance cases to the Grievance Committee.
  6. Implement decisions from the Grievance Committee.
  7. Monitor progress of the case and provide up-to-date information to the grievance committee.
  8. Maintain an up-to-date grievance list containing details of latest development of the case.
  9. Update grievance log and monitor media for news relating to REA on grievance matters.
External
  1. Acknowledge and engage with the external parties who raise the grievances to reach a resolution.
  2. Conduct field verification, investigate and gather findings and evidence.
  3. Engage with relevant stakeholders on conflict resolution and support.