Grievance Procedure

What is Grievance?

 International Labour Organization (ILO):

“a compliant of one or more workers with respect to wages

and allowances, conditions of work and interpretation of
service stipulation, covering such areas as overtime, leave,
transfer, promotions, seniority, job assignment and
termination of service”
What is Grievance?

 Dale Yoder:

“a written complaint filed by an employee and claiming

unfair treatment”
What is Grievance?

 National Commission of Labour:

“Complaints affecting one or more individual workers in

respect of their wage payments, overtime, leave, transfer,
promotion, seniority, work assignment and discharge would
constitute grievance”
Why Grievance Arise?

Employee expectations

Unfulfilled

Dissatisfaction

Grievance
Causes of Grievance

Economic Work Environment

 
Supervision

Work Group Miscellaneous

What is Grievance Procedure?

The process whereby management formally deals with the

officially presented complaint(s) of workers relating to the
employment relationship (excluding disciplinary matters)
Need for Grievance Procedure

 Maintain healthy employment relationship

 Provide a clear and transparent framework to deal with

difficulties

 Equal treatment to all under similar circumstances

 To ensure issues are dealt with fairly and reasonably

Need for Grievance Procedure

 An opportunity to raise concerns fearlessly

 To provide points of contact and timescales to resolve

issues of concern

 To try to resolve matters without recourse to legal

intervention

 Acts as a defense for organization in case of legal

intervention
Grievance Procedure

Approaches to Grievance Handling

Open door policy Step ladder policy

Step Ladder Policy

Employee dissatisfied
representative
Employee

HR Department
Formal written grievance report to
immediate supervisor

Grievance committee/ middle

Union or worker’s

management (HOD)
committee

Top management
Continue..
Employee dissatisfied
representative
Employee

Formal written grievance report to

HR Department
immediate supervisor

Grievance committee/ middle

management (HOD)
Union or worker’s
committee

Top management

Arbitration
Essentials of Good Grievance
Procedure

 Set down in writing

 Settling matters as closely as possible to the point of origin

 Equitable treatment

 Simple to understand
Essentials of Good Grievance
Procedure

 Accessible

 Confidentiality

 No fear of adverse action

 Adhere to rules of ‘natural justice’

 Rapid operation
Grievance Interview
Guidelines for Effective
Grievance Interview

 Treat each case as important and get the grievances in writing

 Accept responsibility- Do not ‘pass the buck’

 Do not pre-judge, always give people an opportunity to explain

 Give him a patient hearing

 See whether any witness are available and visit the work area
Guidelines for Effective
Grievance Interview

 Get all relevant facts about the grievance; examine the

personal records of the aggrieved worker

 Ensure confidentiality

 Handle each case within a time frame

 Control your emotions, your remarks and behavior

Guidelines for Effective
Grievance Interview

 Maintain proper records and follow up the action taken in each case

 Do not automatically take the easy way out – the best course of action
may not be the easiest, the most popular of the most expedient

 Be firm where necessary but fair

 Refer company Policy in each case

Conclusion

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