People of TAL

Dong Hai

Manager, Customer and Case Management

TAFEP

I always tell my friends that at TAFEP, we genuinely want to help people, and we are always there for all, be it for employees or employers. 

Employers who approach us for help may have no one to turn to and can be anxious about what actions will be taken against the employers. While we understand their anxieties and provide necessary advice, we have to explain and assure them that it takes time to investigate each case thoroughly. We have to gather information, establish the facts, form assessments and recommendations, and follow-up with the employer and employee.

Such situations can be quite emotionally charged. Dealing with people who are at odds can be quite challenging. I recalled a case where a few employees reported that local employees were not treated fairly and replaced by foreigners. They had to resign, were terminated, demoted, or placed on performance improvement programmes. The employer did not provide information on their selection and hiring process when we requested for it, and the complainants called constantly for updates. Their anxiety and frustration made for very tense conversations. Calls with the employer were also tense and difficult.

Nevertheless, I persevered in getting to the bottom of the case so that I could make an assessment. My supervisors agreed with my assessment, and the case was escalated to MOM for further investigation. Eventually, the employer's work pass privileges were suspended, and the complainants appreciated our assistance. 

Thankfully, not all cases are so challenging. I'm glad that most of the employers are co-operative, and they heed our advice on how to improve their employment practices after explaining what is in the Tripartite Guidelines on Fair Employment Practices and providing scenarios to aid their understanding.

In our work, we need to be resilient, detail-oriented, empathetic, and understanding towards employees and employers. We deal with the cases with a balanced approach and work towards a resolution for the employees, while providing advice or rehabilitating employers so that they can create fair and inclusive workplaces.