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Neftaly Human Capital Resolution Management Policy, Procedures, Processes, Templates, Documents and Forms NeftalyP413

Document Code: NeftalyP413
Approved By: Chief Executive Officer (CEO)

Date Approved: 09 December 2025

Review Date: 10 November 2026

Policy Owner: Neftaly Chief Human Capital Officer, NeftalyCHCR

NeftalyP413-1: CEO Address on the Launch of the Neftaly Human Capital Resolution Management Policy

To the Neftaly Chairperson, Neftaly Board, Neftaly Royal Chiefs, and the entire Neftaly Human Capital Community,

I am honoured to launch the Neftaly Human Capital Resolution Management Policy (NeftalyP413).

Resolving issues, conflicts, complaints, and disputes in a fair, timely, and professional manner is essential to sustaining trust, accountability, and a positive working environment within Neftaly. This policy provides structured guidance for identifying, managing, escalating, and resolving Human Capital matters while promoting transparency, compliance, and continuous improvement.

My message shall end here.

Signed:
Neftaly Malatjie
Chief Executive Officer
Neftaly

NeftalyP413-2: Scope

NeftalyP413-2-1: This policy applies to:

  • NeftalyP413-2-1-1 All Neftaly Human Capital staff, managers, interns, volunteers, fellows, and contractors.
  • NeftalyP413-2-1-2 All internal disputes, grievances, complaints, or operational issues related to Human Capital.
  • NeftalyP413-2-1-3 All external complaints, feedback, or disputes involving staff, learners, partners, or stakeholders.
  • NeftalyP413-2-1-4 All communication channels, reporting mechanisms, forms, and processes used for resolution.

NeftalyP413-3: Definitions

  • NeftalyP413-3-1 Resolution: A formal closure or settlement of a complaint, dispute, grievance, or operational issue.
  • NeftalyP413-3-2 Grievance: Any concern raised by a staff member or stakeholder regarding perceived unfair treatment, policy violation, or work-related issue.
  • NeftalyP413-3-3 Dispute: A disagreement between individuals, teams, or departments requiring mediation or resolution.
  • NeftalyP413-3-4 Resolution Officer: Staff member designated to manage, investigate, and resolve issues.
  • NeftalyP413-3-5 Escalation: The process of forwarding unresolved or high-risk issues to higher authority.
  • NeftalyP413-3-6 Resolution Register: Official document tracking all resolutions, actions, and outcomes.

NeftalyP413-4: Objectives

  • NeftalyP413-4-1 To provide a consistent, structured approach for resolving complaints, disputes, and issues.
  • NeftalyP413-4-2 To ensure all resolutions are fair, transparent, and compliant with Neftaly policies and regulations.
  • NeftalyP413-4-3 To protect the rights and dignity of all parties involved.
  • NeftalyP413-4-4 To support organisational learning by tracking recurring issues and improving processes.
  • NeftalyP413-4-5 To ensure timely closure of disputes and grievances.
  • NeftalyP413-4-6 To strengthen accountability, trust, and collaboration within Human Capital and across Neftaly.

NeftalyP413-5: Roles and Responsibilities

NeftalyP413-5-1 Chief Executive Officer (CEO)

  • NeftalyP413-5-1-1 Approves high-level and strategic resolution decisions.
  • NeftalyP413-5-1-2 Reviews escalated matters with organisational implications.

NeftalyP413-5-2 Chief Human Capital Officer (NeftalyCHCR)

  • NeftalyP413-5-2-1 Oversees implementation of the Resolution Management Policy.
  • NeftalyP413-5-2-2 Approves resolution plans and monitors compliance.
  • NeftalyP413-5-2-3 Reviews trends and recommends process improvements.

NeftalyP413-5-3 Resolution Officers

  • NeftalyP413-5-3-1 Receive, document, investigate, and resolve issues.
  • NeftalyP413-5-3-2 Communicate with all parties professionally and impartially.
  • NeftalyP413-5-3-3 Record all actions in the Resolution Register (T413-01).

NeftalyP413-5-4 Line Managers & Supervisors

  • NeftalyP413-5-4-1 Support resolution within their teams.
  • NeftalyP413-5-4-2 Escalate unresolved or high-risk issues promptly.
  • NeftalyP413-5-4-3 Ensure corrective measures are implemented.

NeftalyP413-5-5 All Staff

  • NeftalyP413-5-5-1 Report issues responsibly and in good faith.
  • NeftalyP413-5-5-2 Cooperate in investigations and resolution processes.
  • NeftalyP413-5-5-3 Follow instructions, timelines, and approved procedures.

NeftalyP413-6: Procedures

NeftalyP413-6-1 Issue Identification and Reporting

  • NeftalyP413-6-1-1 Issues can be reported through email, HR portal, WhatsApp, complaint forms, or verbal reports.
  • NeftalyP413-6-1-2 All issues must be documented immediately in Resolution Register (T413-01).

NeftalyP413-6-2 Categorisation

Issues are classified as:

  • NeftalyP413 Minor grievance or concern
  • NeftalyP413 Complaint requiring investigation
  • NeftalyP413 Conflict between staff or departments
  • NeftalyP413 Policy or compliance violation
  • NeftalyP413 High-risk / escalated issue

NeftalyP413-6-3 Acknowledgement

  • NeftalyP413-6-3-1 All reported issues are acknowledged within 24 hours (external) or 48 hours (internal).
  • NeftalyP413-6-3-2 Template T413-02: Acknowledgement Response is used.

NeftalyP413-6-4 Investigation and Analysis

  • NeftalyP413-6-4-1 Resolution Officer investigates facts impartially.
  • NeftalyP413-6-4-2 Interviews, documentation, and relevant evidence are collected.
  • NeftalyP413-6-4-3 Findings are summarised and assessed.

NeftalyP413-6-5 Resolution Plan

  • NeftalyP413-6-5-1 Based on findings, a resolution plan is developed:
    • Corrective action
    • Mediation or negotiation
    • Training or coaching
    • Policy adjustment
  • NeftalyP413-6-5-2 Plan must be documented (T413-03: Resolution Plan Form).

NeftalyP413-6-6 Communication

  • NeftalyP413-6-6-1 Resolution outcome is communicated to all relevant parties clearly and respectfully.
  • NeftalyP413-6-6-2 Templates T413-04: Resolution Outcome Notice and T413-05: Feedback Response are used.

NeftalyP413-6-7 Escalation

  • NeftalyP413-6-7-1 Unresolved or high-risk issues are escalated using Escalation Form T413-06:
    • To Line Manager → CHCR → CEO (if necessary).

NeftalyP413-6-8 Closure

  • NeftalyP413-6-8-1 Issue is closed once actions are implemented, verified, and accepted.
  • NeftalyP413-6-8-2 Closure is recorded in the Resolution Register T413-01.

NeftalyP413-7: Processes

NeftalyP413-7-1: Resolution Management Cycle

  • NeftalyP413-7-1-1 Identify issue
  • NeftalyP413-7-1-2 Document in Resolution Register
  • NeftalyP413-7-1-3 Categorise and prioritise
  • NeftalyP413-7-1-4 Acknowledge receipt
  • NeftalyP413-7-1-5 Investigate and analyse
  • NeftalyP413-7-1-6 Develop resolution plan
  • NeftalyP413-7-1-7 Communicate outcomes
  • NeftalyP413-7-1-8 Implement corrective actions
  • NeftalyP413-7-1-9 Verify resolution
  • NeftalyP413-7-1-10 Close and report

    NeftalyP413-7-2: Escalation Workflow

    • NeftalyP413-7-2-1 Minor issue → Line Manager → CHCR → CEO
    • NeftalyP413-7-2-2 High-risk / legal / reputational issue → Direct escalation to CHCR → CEO

    NeftalyP413-8: Templates, Documents, and Forms

    T413-01: Resolution Register
    T413-02: Issue Acknowledgement Response
    T413-03: Resolution Plan Form
    T413-04: Resolution Outcome Notice
    T413-05: Feedback Response Template
    T413-06: Escalation Form
    T413-07: Investigation Checklist
    T413-08: Corrective Action Tracking Form
    T413-09: Mediation/Negotiation Log
    T413-10: Monthly/Quarterly Resolution Report

    Extended Templates

    • Staff Grievance Form
    • Complaint Analysis Dashboard
    • Trend Analysis Reports
    • Stakeholder Feedback Logs
    • Dispute Resolution Flowcharts

    NeftalyP413-9: Compliance

    NeftalyP413-9-1 All staff must comply with:

    • NeftalyP413-9-1-1 Neftaly Code of Conduct
    • NeftalyP413-9-1-2 HR Policies and Procedures
    • NeftalyP413-9-1-3 Data Protection and Confidentiality Requirements
    • NeftalyP413-9-1-4 POPIA, Labour Laws, and Regulatory Guidelines

    NeftalyP413-9-2 Non-compliance may result in:

    • NeftalyP413-9-2-1 Counselling
    • NeftalyP413-9-2-2 Corrective actions
    • NeftalyP413-9-2-3 Disciplinary procedures
    • NeftalyP413-9-2-4 Escalation to CEO for serious cases

    NeftalyP413-10: Frequently Asked Questions (FAQs)

    1. How do I report a grievance or complaint?
    2. Who investigates resolution cases?
    3. What is the timeline for resolution?
    4. Can I submit anonymous complaints?
    5. How are outcomes communicated?
    6. When should an issue be escalated?
    7. Are resolutions confidential?
    8. How is recurring feedback tracked?
    9. Can corrective actions be appealed?
    10. How are trends used for HR improvements?