Grievance procedures

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When is a grievance procedure used?

A grievance procedure is used by employees where they feel that they have been wrongly treated by their superiors or other colleagues and want to have the problem solved. A typical grievance procedure states the time limit for initiating certain grievance procedures.

Steps in a typical grievance procedure:

  1. The grievance should first be discussed with a staff/union representative. If the case seems to be a reasonable one, then it can be taken to an immediate boss. For example, an employee who has been treated unfairly on the basis of race, then this is considered to be a reasonable grievance and can be taken further by a union representative to the immediate boss.

  2. If the grievance cannot be resolved by the immediate boss, go to a higher manager.

  3. If the grievance is taken to a higher manager, it is necessary to report it to the HR department.

For example, Aveer feels that his manager Anaya is picking on him for trivial things. 
Anaya on the other hand feels that Aveer's work does not meet the required standards. 
Anaya has threatened to initiate disciplinary action and suspend Aveer and Aveer has threatened to invoke the grievance procedure. 

The appropriate next steps in this case would be:

  • Aveer discussing his grievance with a staff representative.

  • Anaya reporting the situation to her superior, to make them aware of the possible disciplinary action.

  • Retraction of suspension threat.

Advantages of a good grievance procedure:

  1. It ensures the legal obligations of the employer are met.

  2. It improves employee morale and trust.

  3. It reduces legal damages and operating costs.

Good grievance procedures will NOT reduce the number of customer complaints about staff.

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