Grievance handling procedure is a step-by-step process of presentation of complaints within an organization and ways to resolve them. It can also be seen as a communication process between frustrated employees and employers. Grievances, grievances and conflict resolution can help strengthen industrial relations within the workplace. Employee morale and commitment will be negatively affected if grievances are not resolved.
Informal view The first step in a grievance handling procedure is to attempt to resolve an employee’s grievance informally. Before talking to the employee it is recommended to raise how they would like to resolve the issue. The employee should be assured that his complaint is taken seriously and the matter will be addressed. If an employee has a problem or complaint with a person in the same position, the matter can be easily resolved through a simple discussion among colleagues in the presence of the HR manager or without him. However, it may not be easy when it comes to grievances or grievances against superiors.
A formal meeting If an informal procedure is not successful or the employee’s complaint is against a superior, a formal meeting may be held. In this second stage of the complaint handling procedure, a formal hearing may be held. During the hearing the employee has an opportunity to elaborate on his grievances and provide relevant details and supporting evidence if available. The human resource manager or employer can use this opportunity to establish relevant information about the employee’s complaint. Sometimes, if the employer or whoever resolves the issue is able to come to a reasonable resolution, the complaint can be resolved at this stage. It is important to note that an employee has the right to a grievance hearing with a labor union representative or another co-worker.
Investigation If the complaint or matter cannot be resolved in a formal meeting, an investigation needs to be conducted. This is the third stage of the complaint handling procedure. The person responsible for dealing with the matter should speak to witnesses, if any. All information and evidence related to the complaint should be compiled so that the matter can be resolved as soon as possible. Depending on the severity of the problem, this may take a short time, or the investigation may be lengthy. Also, if necessary information is available, the matter can be finalized accordingly.
The result of the complaint Complaint outcome is the third stage of the complaint handling process. At this stage, a conclusion is reached when all the facts and information are combined based on the investigation data. The person responsible for handling the matter must communicate with the employee about the outcome of his complaint. All the facts related to the complaint should have been compiled and a fair and honest investigation should have been completed at this stage. A decision may then be made to uphold all or part of an employee’s grievance. If the complaint is rejected and the employee is still not satisfied, the complaint handling procedure should be moved to the next stage. Also, if the matter is resolved and the employee is still not satisfied, the matter can be escalated.
Grievance Appeal
Grievance appeal is the final stage of grievance handling procedure. All employees have the right to appeal if they feel their concerns have not been handled fairly or appropriately. At this stage the appeal hearing chair should establish why the employee is appealing and assess the resolution sought by him. The case will be reviewed, and a fair investigation will be conducted once more before a final decision is made. Whatever outcome is reached at this stage will be the final resolution as this stage is the end of the complaint handling process.
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