MES Grievance Policy
Middle East Security (MES) is committed to maintaining a transparent, fair, and accessible system that allows all employees, contractors, clients, and community members to raise concerns or complaints safely and confidentially.
Purpose
The policy ensures that all grievances—whether internal or external—are received, investigated, and resolved promptly, in full alignment with ICoCA principles, human rights standards, and Egyptian law.
MES guarantees that no individual who raises a grievance in good faith will face any retaliation or negative consequences.
Types of Grievances
1. Individual Grievance: Raised by one person regarding a personal issue.
2. Group Grievance: Raised collectively by several people over a shared issue.
3. External Grievance: Submitted by third parties such as suppliers, contractors, or community members affected by MES operations.
Accessibility
The grievance mechanism is open to all MES staff and external stakeholders.
Complaints can be submitted through:
• The MES website: www.mes-security.com Contact Us
• Email: info@mes-security.com
• Phone: (+2) 011-0608-2316
• Written letter to the MES Compliance Manager (Cairo HQ)
• In-person at any MES site office
Anonymous complaints are accepted.
Confidentiality and Protection
All information is treated with the highest confidentiality, and MES applies a “Do No Harm” principle to protect complainants, witnesses, and their families.
Retaliation against anyone who reports in good faith is strictly prohibited and subject to disciplinary action.
Process
1. Submit grievance with relevant details.
2. Investigation conducted by the line manager and Compliance Department.
3. Grievance meeting held to discuss findings and potential remedies.
4. Written outcome communicated, including corrective actions where applicable.
5. Right of appeal to a senior manager within five working days.
Remedies
Resolutions may include:
• Apologies or assurance of non-recurrence;
• Disciplinary measures (warnings, suspension, or termination);
• Compensation or corrective actions, where appropriate.
All remedies are consistent with human rights and legal obligations.
Recordkeeping and Monitoring
• All grievance records are kept for seven years in both digital and physical registers.
• Periodic reviews identify trends and preventive improvements.
Awareness and Training
The grievance mechanism is:
• Publicly available on the MES website and displayed at all sites.
• Integrated into staff training and communication materials.
• Communicated to clients and contractors to ensure full transparency and access.
Middle East Security ensures that every grievance is managed fairly, respectfully, and efficiently — reinforcing our commitment to integrity, accountability, and human rights across all operations.