Grievance Redressal Mechanism Ministry of Agriculture and Forests ( MoAF ) 2017

Grievance Redressal MechanismMinistry of Agriculture and Forests (MoAF)2017

SYNOPSIS Background Introduction Objective Commencement Scope and applicability Types of grievances Existing measures in handling/minimizing HR grievances Grievance Redressal Committee (GRC) Procedures for handling grievances Flow chart (GRM) Filing grievances ToR

Question? • Will there be a world or place where there is no grievances?

Answer… “No” • Attain Buddha hood • Absolute perfection

Answer… “Yes” • Samsaric world-it is inevitable • More so in realm of Civil Service

Background • MOAF is one of the largest Ministries with four Departments, two non-departmental agencies and the Secretariat with RNR staff serving in all the Dzongkhags and Gewogs. • Second highest civil servants after MoE. • The Ministry to the best of its ability, tries to ensure fair and equitable distribution of training opportunities and looks into the welfare of its staff

Background • Due to the sheer number of the staff employed and spread through the country, some grievances or issues seems to remain unaddressed. • However, in view of the importance of the principle of fairness and equitable distribution in every human resource action, the Ministry focus in having a uniform system in place to deal with grievance related to human resource actions.

Background • In September 2016, the Anti-Corruption Commission conducted an ‘Integrity Diagnosis’ in the Ministry of Agriculture and Forests. • The ‘Integrity Diagnosis’ revealed that of the 118 employee-respondents from the Secretariat, Department of Forest & park Services (DoFPS), Department of Agriculture (DoA), Department of Agriculture Marketing & Cooperatives (DAMC) and National Biodiversity Center (NBC), the Organizational Integrity score of the Ministry was at 85.13. • From the 4 pillars of integrity, the Ministry scored highest in Compass with a score of 21.89/25 and the lowest in Control with a score of 20.74/25.

Background….contd… • From the identified integrity parameters used for the diagnosis, clear vision, obedience to laws and rules; and respectful and responsive members received top three highest scores which brought the overall score of the Ministry at 81. • However, Access to Grievance Redress Channel scored the lowest at 75.59 which reminded the Ministry to have proper Grievance Redressal Mechanism in place. Thus, the Grievance Redressal Mechanism in Human resources was proposed.

Introduction (what) “Grievance’ for this purpose would mean a formal notice of an individual civil servants’ dissatisfaction related to training, promotion, job requirements, working conditions, and any other reasonable human resource matters. Instituting a proper channel of Grievance Redressal Mechanism would encourage civil servants to raise concerns without fear of reprisal, prevent minor disgruntlements developing into infectious grievances, and assure motivated staff and efficient service delivery”

Objective • To provide clear and transparent framework to deal with concerns, problems or complaints raised by civil servants in relation to matters affecting themselves as individuals and also matters affecting their personal dealings or relationships with other employees. • To achieve a fair and prompt resolution to individual grievances within the stipulated timeline. • To promote effective working relationships and environment in which civil servants will be able to raise work-related issues with their supervisors.

Commencement • Endorsed and approved during the 78th RNR GNHC Meeting held on 7 February 2017; “The GRM came into force on the 3rd day of the Fire Female Bird Year of the Bhutanese, corresponding to 1st day of the March 2017”

Scope and applicability • The GRM shall apply to all staff within the Ministry of Agriculture and Forests. This includes regular, contract and ESP and GSP personnel (EX, ES, PM, SS, S, O, GSP & ESP).

Types of HR Grievances • HR grievance is one of the main grievances amongst other grievances which affect the civil servants. • Following are some of the grievances related to human resources: • No fairness in nomination for trainings and meeting/workshop; • No fairness and transparency in recruitment or selection process; • Issues with promotion stagnation;

Types of HR Grievances • Forced ranking concepts (Identification of performer and non-performer); • Implementation of normal transfers (eg. Not willing to go on transfer); • Super structure issues. “However, the redressal issues will first be tackled on the training related grievances and it will be later replicated to other HR functions”

Existing measures in handling/minimizing HR Grievances • Instituted Human resource Committee Meeting (HRC) • Nominations of trainings and workshops based on fairness, frequency, equity and relevancy • Appropriate system put in place (e,g Executive order issued for appointment of alternate focal points so that one is not made indispensable)

Grievance Review / Redress Committee (GRC) • The Human Resource Committee in the Ministry shall function as a Grievance Redressal Committee to handle and settle grievances of any nature related to HR functions. • A clear Terms of Reference of the GRC has been developed to ensure professionalism in their conduct as detailed in Annexure.

Composition of the Redress Committee • GRC shall compose of the following: • Hon'ble Secretary Chairperson • Director General, BAFRA Member • Director General, DoL Member • Director General, DAMC Member • Director, DoFPS Member • Director, DoA Member • Director, Directorate Services Member • One Specialist Member • Program Director, NBC Member • Chief Planning Officer, PPD Member • Chief HR Officer, HRD Member Secretary • Legal Officer, PPD Member

Procedures for handling Grievances • A grievance resolution procedure is the process by which solutions are sought in response to complaints or problems in the workplace. There are two ways of handling grievances: • Informal procedure: Grievances can be resolved quickly and informally through discussion with supervisors and resolve matters informally. • Formal procedure: In the event, the grievances cannot be solved through the informal procedure, the civil servants should raise the matter formally, and without unreasonable delay, by putting his/her grievance in writing for deliberation in the GRC.

Procedures for handling Grievances….contd… Individual grievances shall be processed and dealt within the following manner: • An aggrieved civil servants shall take up his grievance(s) orally with his immediate superior who will try to resolve the grievance(s) at his level. • If the grievance is not satisfactorily redressed, the aggrieved civil servant may submit his/her grievance in writing to the Head of Department concerned. • In case the grievance is not resolved or settled amicably even upon referring to the Head of Department, it will be referred to the Grievance Redress Committee.

Procedures for handling Grievances….contd… • All the grievances in writing shall be accompanied with supporting documents to validate the grievance. • The decision of the Grievance Redressal Committee will be conveyed within two weeks from the date of receipt of the complaint. • Any civil servant aggrieved by the decision of the GRC of the Ministry may appeal to the RCSC.

Procedures for handling Grievances….contd… • Any appeal by the civil servant on the decision of the Disciplinary Committee for administrative action referred by the Departments and Agencies will not be construed under this mechanism. In such case, it shall be channeled to the competent authority as per Chapter 2 of BCSR 2012 under Administrative Discipline. • A proper record for all grievances referred to the Grievance Redressal Committee shall be maintained by the dealing officials. • A focal has been appointed from HRD to receive and compile the complaint which is to be tabled for the GRC meeting. • Only identified complaints will be entertained with strict confidentiality maintained by the dealing official.

Procedures for handling Grievances….contd… • No anonymous complaints will be entertained. • The number of grievances, settled or pending will be reported to the Secretary on a monthly basis. • All grievances shall be routed through 1 Window Services.

Grievance Redressal Mechanism flow chart Case submitted to GRC Does it pertain to department/Divisions/agencies? Case taken up within office for redress Case forwarded to Depts/Agencies Act for resolution Assessment and screening of the grievance at the Division/Department Receipt and register grievance

How to file a complaints/Grievances • Complaints must be in writing and addressed to the Ministry Grievance Redressal Unit (GRU) which shall be under the HRMD. The complaint letter shall consist of the following details: • Name: • EID No.: • Position Title: • Place of Posting: • Detail of grievance: • Affixed Legal Stamp & Signature: • Complaints will be accepted by email, fax letter and post; • No anonymous complaints will be entertained; • All grievances shall be routed through 1 Window Services.

Terms of Reference for the GRC • GRC shall guide and address all grievances related issues within the Ministry to ensure fair and prompt resolution to individual grievances within the stipulated deadlines; • GRC shall ensure that all grievances related actions are in line with the policies, laws and other existing rules and regulations; • The GRC shall refrain from proposing actions in the matters beyond administrative nature; • The Committee shall thoroughly study and discuss the complaint and propose for a decision including further enquiry into the matter if need arises;

Terms of Reference……contd…. • Review of receipt and disposal of grievances during the monthly meetings; • Recommend to the Ministry the findings and analysis of grievances and issues; • Monitoring of grievances within the Ministry on a monthly basis; • GRC shall ensure effective implementation of the GRM; • The Member of the GRC shall ensure strict confidentiality for the complaints received and discussion made during the meeting; and • The GRC member shall refrain from participating in GRC Meeting, if the complaint is against the member themselves.

Way forward • ACC vide letter no. ACC/DoPE-PPD/02/364 dated 7 March 2017 has acknowledge with appreciation on the Ministry’s initiative in instituting GRM in the Ministry. “With the mechanism in place, the Ministry is a step in ahead of the Ministries/Agencies in providing space-access to grievance redress channels. Testify the essence of mainstreaming anti-corruption and governance measures within the Ministry”

Way forward…contd.. • ToT are requested to share information with the staff (RNR) in the respective office on the existence of GRM; • Provide feedback on the GRM .

མངྒ་ལམ།

Grievance Redressal Mechanism Ministry of Agriculture and Forests ( MoAF ) 2017