New complaints and grievances system for companies with 50+ employees

Muscat: The Ministry of Labour has introduced a new complaints and grievances system through Ministerial Decision No. 617/2024, mandating that employers with 50 or more workers establish a formal process to address employee concerns.

Under the new regulations, employees are given a structured process to submit complaints or grievances related to decisions made by their employer. While employees still retain the right to submit grievances directly to the Ministry, the new process encourages resolution within the company first.

The procedure is as follows:

1. Employees must first present their complaint or grievance to their direct manager, who is required to respond within two working days.

2. If the manager fails to respond or rejects the grievance, the employee can escalate the issue to the employer or their representative, who must respond within five working days.

3. If there is no response or a rejection at this stage, the employee can then seek resolution by submitting the grievance to the Ministry of Labour's administrative division.

Employers are required to provide employees with an approved copy of the new complaints and grievances system, ensuring transparency and accountability within the workplace.