Document Code: NeftalyP425
Approved By: Neftaly Malatjie, Chief Executive Officer
Last Reviewed: To be confirmed
Next Review Date: To be confirmed
Policy Owner: Neftaly Chief Human Capital Officer (NeftalyCHCR)
NeftalyP425-1: CEO Address on the Launch of the Neftaly Human Capital Reviews and Comments 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 Reviews and Comments Management Policy (NeftalyP425).
Feedback — whether positive, negative, anonymous, internal, or external — is a powerful tool for improving the quality of our services, strengthening accountability, and deepening our governance maturity. This policy ensures that all reviews and comments received across Neftaly are captured, assessed, documented, responded to, and incorporated into continuous improvement processes.
It promotes transparency, respect, professionalism, and responsible communication, which are important pillars of a high-performance Human Capital environment.
My message shall end here.
Signed:
Neftaly Malatjie
Chief Executive Officer
Neftaly
NeftalyP425-2: Scope
This policy applies to:
Internal Stakeholders
- All Neftaly Human Capital staff
- All departments and divisions
- Interns, volunteers, fellows, and contractors
External Stakeholders
- Learners, partners, communities, suppliers, consultants
- Any external individual or organisation providing feedback
Feedback Sources
- Email, WhatsApp, SMS
- Social media platforms
- Neftaly Portal and web forms
- Surveys and poll tools
- Performance reviews
- Verbal comments recorded in writing
- Complaint and compliment systems
NeftalyP425-3: Definitions
Review: A structured assessment of a service, employee, process, event, or interaction.
Comment: Any statement, opinion, or remark shared formally or informally.
Feedback: A general term covering reviews, comments, suggestions, and complaints.
Respondent: The staff member responsible for responding to the feedback.
Feedback Register: Central document/system used to record all feedback.
Escalation: Forwarding feedback to a higher authority due to sensitivity or severity.
NeftalyP425-4: Objectives
- To standardise the management of reviews, comments, and feedback.
- To promote transparency, accountability, and professional communication.
- To ensure timely documentation, response, and closure of all feedback.
- To foster a culture of respectful and constructive feedback.
- To protect the dignity and privacy of individuals providing feedback.
- To improve services, performance, and organisational learning through feedback.
- To ensure all Human Capital decisions are informed by evidence and stakeholder input.
NeftalyP425-5: Roles and Responsibilities
5.1 Chief Executive Officer (CEO)
- Approves high-level feedback reports and sensitive escalations.
- Oversees strategic feedback trends.
5.2 Chief Human Capital Officer (NeftalyCHCR)
- Oversees the implementation of this policy.
- Ensures consistent handling of all reviews and comments.
- Approves escalations and corrective actions.
5.3 Human Capital Reviews & Feedback Officer
- Manages receipt, recording, categorisation, and distribution of feedback.
- Ensures timely acknowledgements.
- Prepares monthly and quarterly reports.
5.4 Line Managers & Supervisors
- Address feedback related to their units.
- Implement corrective or preventive actions.
- Respond to feedback within required timelines.
5.5 All Neftaly Staff
- Provide feedback respectfully.
- Respond when assigned to do so.
- Follow templates, etiquette, and communication guidelines.
NeftalyP425-6: Procedures
6.1 Receiving Reviews and Comments
Feedback may be received through:
- Digital platforms (email, WhatsApp, website, portal)
- Surveys, polls, evaluation forms
- Verbal feedback (to be documented)
- Social media mentions, comments, or direct messages
- Meetings, events, or training sessions
Step 1: Capture immediately.
Step 2: Record in the Feedback Register (T425-01).
Step 3: Categorise using T425-05.
6.2 Categorisation
Feedback must be classified into:
- Positive review
- Service complaint
- Suggestion / recommendation
- Comment on employee behaviour
- System/process improvement request
- Policy feedback
- Urgent/high-risk feedback
- Anonymous feedback
6.3 Acknowledgement
Acknowledgement timelines:
- External feedback: within 24 hours
- Internal feedback: within 48 hours
Template T425-02 is used.
6.4 Evaluation & Assignment
Feedback is assigned to:
- Line Manager
- HR Manager
- CHCR
- Quality Assurance Unit
Assignment record completed on T425-06.
6.5 Response
The response must:
- Be professional and factual
- Avoid blame or defensive language
- Address the issue clearly
- Include corrective actions where applicable
- Follow template T425-07 or T425-08
6.6 Escalation
Feedback is escalated when it involves:
- Misconduct
- Legal or reputational risk
- Safety issues
- Data or confidentiality breaches
- Executive-level concerns
Escalation form T425-09 must be completed.
6.7 Closure
Feedback is closed only when:
- Response has been sent
- All actions are completed
- Documentation is updated
- The Feedback Register shows final status
Closure is recorded using T425-10.
6.8 Monitoring & Reporting
- Monthly monitoring by the Reviews & Feedback Officer
- Quarterly reporting to CHCR (T425-11)
- Annual feedback analysis report (T425-12)
- Trends used in HR planning, training, and policy improvement
NeftalyP425-7: Processes
Core Feedback Management Process
- Receive
- Record
- Categorise
- Acknowledge
- Assign
- Respond
- Escalate (if needed)
- Implement corrective actions
- Close
- Report
Support Processes
- Anonymous Review Workflow
- Social Media Capture Process
- Performance Review Comment Integration
- Complaint-to-Corrective-Action Process
- Positive Feedback Recognition Workflow
NeftalyP425-8: Templates, Forms, Documents & Tools
Core Templates
T425-01: Feedback Register
T425-02: Feedback Acknowledgement Response
T425-03: Internal Feedback Form
T425-04: External Feedback Form
T425-05: Feedback Categorisation Sheet
T425-06: Feedback Assignment Form
T425-07: Positive Review Response Template
T425-08: Negative Review Response Template
T425-09: Feedback Escalation Form
T425-10: Feedback Closure Sheet
T425-11: Monthly Feedback Report
T425-12: Annual Feedback Summary Report
T425-13: Review & Comment Meeting Minutes
T425-14: Feedback Improvement Action Tracker
Extended Templates (1000+ on request)
Including:
- Social Media Review Capture Tools
- Training Session Feedback Reports
- Event Comment Analysis Forms
- Learner/Partner Feedback Surveys
- Complaint Resolution Scripts
- Employee Comment Response Guidelines
- Community Engagement Feedback Tools
- Executive Review Dashboards
- Trends & Analytics Templates
- Corrective Action & Preventive Action (CAPA) compliance forms
(Full 1000+ list available on request.)
NeftalyP425-9: Compliance
All Neftaly staff must comply with:
- Neftaly Code of Conduct
- Neftaly Data Protection Standards
- Neftaly Communication Governance
- POPIA, labour regulations, ethical guidelines
Non-compliance may lead to:
- Verbal/written warning
- Performance improvement processes
- Further disciplinary action where necessary
NeftalyP425-10: Frequently Asked Questions (1000-FAQ Master List)
(Preview — first 10 FAQs)
- What is considered a review or comment?
- Can feedback be submitted anonymously?
- Who is responsible for responding to feedback?
- How do I record feedback correctly?
- What happens when feedback is negative?
- What if feedback involves misconduct?
- Can employees give feedback about a supervisor?
- How quickly should feedback be acknowledged?
- What tools are used to manage feedback?
- How does feedback influence HR decisions?