From the very beginning, the Supreme Committee for Delivery & Legacy (SC) has understood the importance of giving our workers a voice. Our Workers' Welfare team regularly visits construction and accommodation sites to speak with workers.
Regular communication with workers is essential to identify and address the concerns they may face on and off site. That is why the SC has established a four-tier grievance system that offers workers access to remedy through multiple channels.
Grievance Redress Mechanisms
Workers’ Welfare Forums
In line with our standards, we have mandated that every contractor or sub-contractor commits, prior to tendering, to the establishment of Workers' Welfare Forums for each of their accommodation sites. This commitment includes the appointment of Project Workers’ Welfare Officers on all stadium sites and Workers’ Welfare Officers at accommodation sites.
Some of our contractors are now extending the benefit of these forums to non-SC workers too. This further affirms the human legacy of the FIFA World Cup Qatar 2022™ that will enhance the welfare of workers in Qatar.
- 17,018 SC workers are covered by the forums
- 10,140 non-SC workers are now benefitting from the forums
- 11 contractors conducted forums for non-SC workers
Throughout the COVID-19 pandemic, we have conducted the forums online. These forums are essential for informing our workers about the various safety measures in place and addressing any concerns they may have.
Workers’ Welfare Officers
Workers’ Welfare Officers are responsible for coordinating with the elected worker representatives. Once a month, the officers and representatives meet to address grievances raised by workers. If any issue cannot be resolved at this stage, the officers escalate them to the Programme Welfare Forum.
This forum identifies possible solutions and strategies in the case of non-compliance with Workers' Welfare Standards, on construction sites and at accommodation sites. It also tackles any issues raised in employee relations – whether with other workers or their employers.
Our workers come from diverse backgrounds. We understand that they may not always be comfortable expressing their concerns with their employers. The SC has therefore introduced a voting system, allowing workers to elect a representative for their constituency.
These Worker Representatives play an important role in communicating workers’ grievances and working with welfare officers to provide immediate resolution.
In 2017, we introduced a dedicated workers' grievance hotline that operates 24/7. This anonymous hotline allows workers to raise issues – directly and confidentially – about accommodation, recruitment and working conditions. Our team regularly conducts awareness sessions to ensure workers gain confidence in the platform’s impact.
Our team regularly conducts awareness sessions to ensure workers gain confidence in the platform’s impact.
- Hotline is accessible 24/7 – 365 days a year
- 11 languages available
- 97.5% of cases resolved
- 746 grievances logged via hotline
- 549 ethical recruitment cases
- 102 accommodation cases
- 95 health & safety cases
Legacy in action
In 2019, the Ministry of Administrative Development, Labour & Social Affairs and the International Labour Organization representatives attended four Workers’ Welfare Forum elections and 10 forum meetings to gain insight into establishing joint worker-employer committees – mandated by Qatar's Labour Law. These joint committees are designed to prevent and resolve issues between employees and employers.