5.6.8 Does your university as a body have a policy that protects those reporting discrimination from educational or employment disadvantage?


In the private sector

If an employee has a complaint or a query, he can call MoHRE's 24-hour toll-free number 80060.

The UAE has established offices in courts to provide legal support to workers in labour disputes and labour care units have been established across the UAE to provide protection for workers and raise awareness of their rights.


Reporting injury or death at workplace

In case of an injury or death at workplace, the employer/s must inform Ministry of Human Resources and Emiratisation within 24 hours from the incident.


Passing the domestic labour law

In September 2017, H. H. Sheikh Khalifa bin Zayed Al Nahyan, the President of the UAE approved Federal Law No. 10 of 2017 on support of domestic helpers. The law, also known as Domestic Labour Law offers protection to workers.

Prior to this law, the matters of domestic workers were under the purview of Ministry of Interior. However, now they are under the purview of Ministry of Human Resources and Emiratisation.


The employer, or the employee or the employee’s beneficiary can file a complaint to MoHRE regarding any of the rights they are entitled to under the Labour Law. In all cases, no claim for any rights due will be heard after lapse of one year from the date of its maturity. When the case is in the court, the employee can apply for a temporary work permit from MoHRE to work with another employer until the case is resolved. Learn the provisions and procedures for submitting an individual labour dispute.

Key provisions pertaining to individual labour disputes

According to Article 6 of the UAE Labour Law No. 8 of 1980, the employer, or the employee or the employee’s beneficiary can file a complaint to the labour department concerned in Ministry of Human Resources and Emiratisation regarding any of the rights they are entitled to under the Labour Law. When bringing a labour dispute, it is advisable to know these provisions upfront:

  • Lawsuits filed by workers or by workers’ beneficiaries are exempt from all the judicial fees in all the phases of litigation and execution.

  • Lawsuits filed by workers or by workers’ beneficiaries are heard with speed and great efficiency.

  • In the event of non-acceptance or dismissal of the lawsuit, the court may order the plaintiff to pay all or part of the expenses.

  • In all cases, no claim for any rights due will be heard after lapse of one year from the date of its maturity.

  • No claim will be heard if the procedures provided for in Article 6 of the UAE Labour Law have not been complied with.

  • When the case is in the court, the employee can apply for a temporary work permit from the ministry, until the case is resolved.

  • The new temporary work permit is for a period of six months against a fee of AED 500 to be paid by the new employer.

  • The new work permit is renewable for another six months.


Procedures and time pertaining to individual labour disputes

  • Applications of labour disputes must be made to the labour department concerned in Ministry of Human Resources and Emiratisation.

  • The department concerned will call the two parties to the dispute and take action it deems necessary to settle the dispute amicably. At this stage, the parties are not obliged to accept the settlement.

  • If an amicable settlement is not reached, the department must, within two weeks from the date of receiving the request, forward the dispute to the labour court concerned.

  • The referred case must be accompanied with a memo giving a summary of the dispute, evidence of both parties and the comments of the labour department concerned.

  • The competent court will, within three days from the date of receiving the request, fix a hearing for the claim and notify the two parties.

  • The court may request a representative from the department of labour to appear and explain the contents of the memo submitted by it.


Service Description

A written letter or verbal message that is provided to the federal government from a client that expresses his dissatisfaction about a service with providing evidence that contravenes the governmental entity evidence, and objects on the legal procedure validity that is approved within the rules and regulations of the governmental entity


Target Audience

Labours & Employers


Service Procedures

  • Using the right channel to submit the grievance

  • Explaining the grievance either in writing or verbally


Required Documents

  • A phone number or an email must be provided

  • Valid and true information must be presented in the grievance

  • Answering the concerned entities calls


Timing

5 Working days


Student Complaints

Students can expect an excellent education at Canadian University Dubai. Nevertheless, a student may question, complain, or grieve certain materials or issues pertaining to their involvement at the University. For quality assurance, the internal procedures for addressing student complaints aim for transparency and due process thereby ensuring student complaints are addressed impartially, reliably and punctually. Principles The University’s student complaint resolution process is based on the following principles: • Fair and equitable procedures are used to review and resolve the student complaint.

  • Privacy and anonymity is assured for all parties, except for use of information as authorized by law; • Fair and respectful proceedings during the entire search, deliberation, and conclusions by all involved.

  • No retaliation or any shortcoming arising from a student complaint made in good faith.

  • Timely handling of complaints with measurable deadlines identified at each stage of the resolution process.

  • Timely and regular communication of the case process, progress, and result; Access to-, and option to move to a higher internal level in case the student requires a review based on technical or practical grounds.


Types of Student Complaints

Academic Complaints

Complaints against academic conclusions include but are not limited to:

  • Academic advancement decisions.

  • Assessment substance.

  • A conclusion by an academic person that affects an individual or a group of students.

  • Matter or structure of academic programs, method of learning, teaching, or assessment.

  • Questions relating to authorship and intellectual property.


Administrative Complaints

Administrative Complaints relate to conclusions and actions associated with administrative or academic facilities, which include but are not limited to:

  • Policies pertaining to administration, procedures and rules by central administration, student support groups, and faculties.

  • A conclusion taken by an administer that affects an individual or groups of students.

  • Access to University resources and facilities.


Complaint Resolution Procedures

This segment summarizes the internal processes applicable to academic and administrative complaints.


Informal Approach

a) The student concerned about an above-mentioned item should first contact the person involved in writing. If the student cannot reasonably contact this person or resolve their issue at this level, then the student should contact the Leader of the relevant department or of the administrative unit or the Program Leader or the Dean of the Faculty / Department for a discussion. Concerns about a resolution at any of the steps mentioned above should ordinarily be raised to the Chair of the committee. The complaint must be delivered in writing within 15 days of the original incidence.

b) The University anticipates that in most instances the discussion of the concern with a pertinent staff member will result in the quick resolution of the matter to both parties’ satisfaction.

c) If the issue is not resolved, then the student may contact his Academic Advisor who will direct him to the appropriate individual who will address the case.

d) The student has fifteen days following an incident to lodge a formal complaint if the issue is not resolved


Formal Approach

If the complaint deals with an academic matter, it should be addressed to the Vice President of Academic Affairs; if the complaint is regarding student support services, it should be addressed to the Dean of Student Affairs; if the issue deals with an administrative or financial matter, the complaint should be addressed to the Vice President of Administration and Finance; if the issue deals with registration matters, the complaint should be addressed to the Registrar.


Withdrawal of a Complaint

At any time during the informal of formal process, a student may withdraw their complaint, and at that time the matter will be deemed concluded and resolved. In this case, if the complaint was made in writing then a written withdrawal letter must be composed by said student and delivered to the relevant person handling the matter. Canadian University Dubai then considers the case closed.

The Complaint Review Committee is an ad-hoc committee that can be called when a formal complaint is lodged. The Complaint Review Committee consists of three members appointed by the Vice President of Academic Affairs or the Dean of Student Affairs, pending a complaint. For academic complaints, in addition to the VPAA, the Dean of the appropriate Faculty, one faculty member from another Department and the student counselor are required. For issues concerning academic matters, in addition to the Dean of Student Affairs, one faculty member, one Dean, and the Library Director are required.