MaShangBan | AI Workplace Grievance & Employee Feedback Management

Workplace grievances + feedback management

MaShangBan (馬上辦) brings workplace grievance case management together with the employee feedback channel required under the Occupational Safety and Health Act. From grievance intake to feedback responses, HR has a basis for every step and misses no deadline, building a workplace where employees feel able to speak up. Named complaints go through a formal investigation process; anonymous feedback is only received, answered and tracked for improvement.

• Case process designed according to the Ministry of Labor's Workplace Bullying Prevention Guidelines handbook
• Employee feedback channel under Occupational Safety and Health Act §6
• Data handling designed according to Taiwan's Personal Data Protection Act (PDPA)
• Full audit records of AI-assisted actions

The most common problems HR faces with workplace grievances and feedback

Without a dedicated system, handling a single workplace grievance can take up an entire HR team's time for weeks, and employee feedback often disappears without a trace.

• Paper-based processes take time and effort: Complaint forms, interview records and investigation reports are handled separately, and information is scattered across email, LINE and paper forms. Versions get mixed up and progress is hard to track.
• Statutory deadlines are easy to miss: Intake, investigation and notification each have statutory deadlines, and a small oversight can mean the risk of administrative penalties.
• Employee feedback lacks a formal channel: Article 6 of the Occupational Safety and Health Act states that employers should provide a safety grievance channel, yet most companies still rely on a mailbox or verbal reports. There is no record and no way to track improvements, which creates regulatory risk.

Every step from intake to closure maps to the regulations

The system calculates deadlines automatically from the intake date, and documents are produced in the formats from the appendices of the Ministry of Labor guidelines handbook. AI only drafts; judgment is left to HR and the investigation committee members.

Formal grievances: filed by name, handled through the investigation process

1. Online intake (Appendix 3): Employees submit a named complaint from their phone or computer. The complaint form is created in the Appendix 3 format, and the HR team is notified right away, replacing paper mailboxes and the risk of missed cases.
2. Intake registration: The system calculates statutory deadlines from the intake date, excluding Taiwan national holidays, and shows the days remaining and overdue alerts in real time.
3. Investigation interviews (Appendix 10): Based on the case background, AI produces interview questions tailored to the complainant, the respondent and witnesses, including five standard questions. Paste in a transcript and it is organized into a formal interview record following Appendix 10, with the interviewee's role tagged automatically.
4. Investigation report (Appendix 11): All interview records are compiled, and AI produces a draft report covering chapters 1 to 4 of Appendix 11, with no legal judgments. Chapters 5 and 6 are left blank for the investigation committee members to fill in the findings of fact. The system also tracks the statutory deadline for the investigation report.
5. Closure: report export and result notification: Once HR confirms the report, it can be exported to PDF in one click, and the investigation result is sent to the complainant.
6. Audit retention: Every time an AI-assisted output is used, it is automatically written to the audit log, recording the operator, the time and the action, available for review at any time.

Employee feedback box: submitted anonymously, only answered and tracked for improvement, never entered into the investigation process (Occupational Safety and Health Act §6)

1. Anonymous intake: After submission, the system keeps only the content and category of the feedback and does not record any information that identifies the submitter. HR cannot trace the source of the feedback either.
2. HR responds promptly: HR receives and answers feedback promptly, and every piece of feedback is kept on record.
3. Improvement tracking: Feedback moves into an improvement tracking process, so that every piece of feedback gets a follow-up.

Complainants, HR specialists, HR managers and investigation committee members each have their own view and access permissions; sensitive case data is stored encrypted.

Three roles, one complete process

Named complaints go from HR investigation to committee decision, and anonymous feedback goes from intake to response and improvement tracking, with every step completed in the same system.

Employees: share feedback or file a complaint

Employees can file a formal complaint by name, or give anonymous feedback through the feedback box, on phone or computer.

• Workplace complaints (named)
• Anonymous feedback box (Occupational Safety and Health Act)
• Instant notification to HR on receipt
• Complaint form in the Appendix 3 format

HR: complaint intake and AI-assisted investigation

HR takes in named complaints and assigns investigation committee members, with an AI panel assisting throughout on organizing interviews and writing reports. Anonymous feedback is answered by HR and tracked for improvement.

• Automatic statutory deadline calculation
• Four-step AI workflow
• Collaboration across multiple committee members
• Audit records throughout
• Improvement progress tracking for feedback

Investigation committee members: investigation and reporting for named complaints

When the investigation of a named complaint is complete, the investigation committee members fill in the findings of fact, export the report as a PDF, and send the result to the complainant.

• One-click PDF report export
• Follows the Appendix 11 format
• Result notification to the complainant

Getting started

If your company would like to bring it in, get in touch to discuss. Help is available with setting up your organization, complaint types and other settings, along with user training.

Making sure every employee is taken seriously

MaShangBan helps companies build a workplace where employees feel able, and safe, to speak up.

FAQ

What is MaShangBan? MaShangBan is an AI-assisted workplace grievance and employee feedback management system. It combines the case process from the Ministry of Labor's Workplace Bullying Prevention Guidelines handbook with the employee feedback box under Occupational Safety and Health Act §6, so HR misses no statutory deadline from complaint intake to closure.

Which Taiwan regulations is MaShangBan designed around? It is designed according to the Ministry of Labor's Workplace Bullying Prevention Guidelines handbook, the employee feedback channel requirements of Occupational Safety and Health Act §6, and Taiwan's Personal Data Protection Act (PDPA). The system tracks statutory deadlines for intake, investigation and notification separately by case type, such as workplace bullying and sexual harassment, and produces documents in the Appendix 3, 10 and 11 formats. Before adopting it, we recommend your company's legal team confirm the applicable regulations and deadline settings.

How does the employee feedback box protect anonymity? It is anonymous by design from start to finish. After submission, the system keeps only the content and category of the feedback and does not record any information that identifies the submitter. HR administrators cannot trace the source of the feedback. Anonymous feedback is only received, answered and tracked for improvement, and never enters the investigation process; formal investigations handle named complaints only.

How does AI assist with grievance investigations? For investigations of named complaints, it offers four steps of assistance: ① interview question guides tailored to the complainant, the respondent and witnesses; ② summaries of key points from interview records; ③ draft investigation reports in the Ministry of Labor appendix formats; ④ process compliance suggestions. All AI-assisted actions are recorded in the audit log.

How long is grievance case data kept? Audit records are kept in full and are available for review at any time. All case records, interview summaries and investigation reports are stored encrypted, with complete access logs.

What size of company is MaShangBan suited for? Taiwan companies of any size can use it, with a fitting setup for everything from organizations under 50 people to groups of more than 300. It is especially suited to companies that need to set up a grievance channel as required by law. Under the Occupational Safety and Health Act, employers should provide an employee feedback channel. MaShangBan provides that channel, whatever the size of the HR team.

How do I get started with MaShangBan? If your company would like to bring it in, get in touch to discuss. Help is available with setting up your organization, complaint types and other settings, along with user training.