Under the guidelines, complaints submitted through the ministry’s MyHELP bullying complaint system will be resolved in 15 working days for cases categorised as “normal”.
For more complex cases, at least 16 working days will need to be allocated to resolve them.
The guidelines said reports would be vetted and studied by a complaints panel, while only reports that contain “complete information” will be processed.
The panel will then evaluate the complaint and decide on the next course of action, while an investigation report will be submitted to the ministry’s top management to determine a solution.
“The bullying complaint will be deemed resolved after the complainant has been informed of the decision in the case,” the document said.
Complaints via other channels
Complaints can also be filed through other channels such as the public complaints management system (Sispaa), or emails, letters, complaints and suggestions boxes, as well as social media.
In these cases, complaints will be registered in Sispaa by a “complaints coordinator”, who will submit a report to the relevant head of department.
“Normal” cases will also be resolved in 15 working days. For more complex cases, 16 days to a year will be allocated.
The department head will then decide whether to appoint an investigation committee if the complaint contains elements of bullying.
“At the same time, the victim will be referred to a psychology officer within the organisation or department. The officer will conduct an evaluation to determine the emotional and mental effect the purported bullying had on the victim, and offer preliminary assistance if needed.”
The investigation committee will meanwhile meet the parties involved, visit the site of the incident, and go through the relevant supporting documents and evidence.
Its findings will be submitted to the head of department. If bullying is confirmed, the case will be reported to the “disciplinary authority”.
The outcome of the investigation will then be told to the victim, complainant and purported bully.
Counselling sessions will be offered to victims to help them recover mentally and emotionally. Bullies meanwhile will be required to undergo counselling and monitoring as an intervention measure.
“All actions taken and reports will be recorded in Sispaa for the purpose of monitoring, documentation and future reference. Cases must be recategorised in the system based on the findings of investigations,” the document said.