Policies & Procedures

Policies & Procedures

As a leading language solutions provider, TGMC is committed to delivering exceptional service to clients worldwide while fostering a respectful, inclusive, and efficient workplace. Outlined below are our general policies and procedures to ensure operational excellence, client satisfaction, and ethical business practices.

 

  1. Business Conduct and Ethics
  • Professionalism: TGMC employees must conduct themselves with professionalism, respect, and integrity in all interactions with clients, colleagues, and external stakeholders.

 

  • Confidentiality: All client documents and information are strictly confidential. Employees must adhere to non-disclosure agreements and maintain data security at all times.

 

  • Anti-Bribery and Corruption: TGMC has a zero-tolerance policy toward bribery and corruption. Employees must not offer, give, or accept bribes in any form.

 

  1. Client Engagement
  • Onboarding Process:
    • Initial consultations determine client requirements.
    • Service agreements outline scope, pricing, and deadlines.

 

  • Project Management:
    • A dedicated project manager is assigned to each client.
    • Regular updates ensure transparency and adherence to timelines.

 

  • Feedback Mechanism:
    • Post-project surveys are conducted to gather client feedback and improve service delivery.

 

  1. Language Services Workflow
  • Translation Process:
    • Use of certified and vetted translators and linguists specializing in industry-specific and culturally relevant terminologies.
    • Quality checks include proofreading and editing by senior linguists.

 

  • Interpretation Services:
    • Pre-assessment meetings to understand client needs.
    • Use of trained and vetted interpreters for accurate and culturally sensitive communication.

 

  • Localisation:
    • Cultural adaptation of content for target audiences.
    • In-house and external testing to ensure contextual relevance.

 

  • Quality Assurance:
    • All deliverables are reviewed against TGMC’s stringent quality standards.
    • ISO-compliant procedures are followed where applicable.

 

  1. Data Privacy and Security
  • Data Protection:
  • Adherence to GDPR and other applicable international data protection laws.
  • Implementation of secure file transfer systems and encrypted communications.

 

  • Access Control:
  • Role-based access to sensitive information.
  • Regular audits to ensure compliance with data security policies.

 

  1. Employee Conduct and Responsibilities
  • Code of Conduct:
  • Employees must treat colleagues and clients with respect, fostering a culture of inclusivity and tolerance.

 

  • Work Hours and Attendance:
  • Flexible working hours align with client demands while ensuring employee well-being.
  • Remote work policies are available for eligible roles.

 

  1. Vendor and Partner Relationships
  • Vendor Selection:
    • Vendors are chosen based on expertise, quality, and alignment with TGMC values.

 

  • Compliance:
    • All vendors and partners must adhere to TGMC’s confidentiality and ethical standards.

 

  • Performance Review:
    • Regular evaluations to ensure consistent quality and adherence to agreed standards.

 

  1. Health, Safety, and Well-Being
  • Workplace Safety:
  • Compliance with UAE labor laws and international workplace safety standards.
  • Regular risk assessments and employee training.
  • Adherence to local government guidelines and remote work options as needed.

 

  1. Environmental and Social Responsibility
  • Sustainability:
    • Reduction of paper use through digital solutions.
    • Energy-efficient practices in office operations.

 

  • Community Engagement:
    • Support for language education initiatives in underserved communities.
    • Partnerships with NGOs and local organisations for skill-building programmes.
  1. Grievance and Dispute Resolution
  • Internal Grievances:
    • Employees can report grievances through confidential channels.
    • A dedicated committee ensures impartial investigation and resolution.

 

  • Client Disputes:
    • A three-step escalation process: Project Manager → Client Relations → Senior Management.
    • Mediation and dispute resolution services are available for unresolved matters.
  1. Compliance and Monitoring
  • Policy Updates:
    • This document is reviewed annually to ensure compliance with evolving laws and industry standards.

 

  • Monitoring:
    • Regular audits of operational processes to ensure alignment with policies.

 

  • Reporting:
    • Employees are encouraged to report violations or non-compliance anonymously via TGMC’s reporting portal.

 

For further inquiries about TGMC’s policies and procedures, please contact us at: 

Email: [email protected]

Phone: +971 50 6327316