Standard Operating Procedure

Date (Org.) :- 12.05.2020 Doc. No.:- HR/SOP/12

Rev. No & Date (Rev.) :- 01 Page 1 of 3
Subject: Institutionalization of Grievance Management

1.0TITLE: Procedure for Institutionalization of Grievance Management

2.0 PURPOSE:
To provide employees & stakeholders a procedure by which their complaints can be addressed
promptly and fairly.

3.0 SCOPE:
All Blue & White collar employees & stakeholders

4.0 Definition & Abbreviations :

Grievance : A written complaint filed by an employee and stakeholders claiming unfair treatment in
respect of wages, allowances, conditions of work and interpretation of service stipulations, covering
such areas as overtime, leave, transfer, promotion, seniority, job assignment and termination of
service
Management – CCO, COO
GCEO – Group Chief Executive Officer

5.0 Procedure:

When a formal complaint is received from an employee & stakeholders who has a grievance, the
following successive steps have to be taken till the grievance is resolved.

5.1Grievance Redressal Process:

Step-1: Any employee & stakeholders with a concern or belief of unfair treatment should meet
with his/her immediate supervisor to discuss the problem and seek to resolve it.

Step-2: This meeting is to ensure that the supervisor knows about and has had the
opportunity to consider, investigate and resolve the problem.

Step-3: The supervisor will act affirmatively to resolve the matter within three (3) working days
or as per the level / severity of Grievance.

Step-4: If the concern/ grievance cannot be resolved satisfactorily at the supervisor’s level, the
employee / supervisor may present the concern to the Human Resource Department for
resolution.

Step -5 If the grievance cannot be resolved satisfactorily, then employee / superior/

stakeholders can take the help of HR department for resolution.
 Standard Operating Procedure
Date (Org.) :- 12.05.2020 Doc. No.:- HR/SOP/12
Rev. No & Date (Rev.) :- 01 Page 2 of 3
Subject: Institutionalization of Grievance Management

Step-6: The HR department should prepare report containing the findings of discussion any action
/ decision and whether employee & stakeholders is agreeing with the process followed OR he
feels still the process / action is improper so that he can further escalate the matter.

Step-7: HR department should handover the copy of proceedings / report to employee &
stakeholders in weeks’ time so that employee can further escalate the matter if it doesn’t get
resolved.

Step-8: At the same time HR department shall submit copy of the report to the management
mentioning the status of the grievance so that Management will get update on the grievance.

Step-9: Management can decide on the intervention for resolving the grievance in (3)
working days

Step-10: HR shall present before the GCEO in writing the proceedings of the intervention to
enable the management to conclude the findings and take appropriate decision in seven(7) days.

Step-11: GCEO will consider the appeal and if justified, a hearing will be scheduled within fifteen
(15) days. Both the parties may present information at the hearing to support their defense. Within
ten (10) days GCEO will issue a decision.

5.2 Procedure for change management:

The Process owner is responsible for keeping and revising the Policy. Review frequency of policy
will be every three years or as required.

6.0 Communication & circulation of Policy.

All policies in pdf are loaded on intranet server and read only access will be given to all
employees change intimation will be communicated through common mailer & through
appropriate communication channels.

7.0LIST OF DOCUMENT:

Sr.
Description Document No.
No.
1. Grievance Policy
2. Grievance Form / Register

8.0 LIST OF RECORD:

Sr. Format Retention Indexing Locati

Description
No. No. Period Method on
 Standard Operating Procedure
Date (Org.) :- 12.05.2020 Doc. No.:- HR/SOP/12
Rev. No & Date (Rev.) :- 01 Page 3 of 3
Subject: Institutionalization of Grievance Management

1. Employee’s Complaint
2. Report of the Immediate
Supervisor
3. Grievance Register
4. Report Submitted to GCEO
5. Action taken on Grievance

Process Measurements:
Closing Grievance in stipulated time

DOCUMENT REVISION STATUS

REVISION REVISION
PAGE(S) REASON FOR REVISION
NUMBER DATE
00

Sign

Name

Designation Management Representative Group Quality Head

PREPARED BY APPROVED BY

..\EMPLOYEE GRIEVANCE FORM.docx

..\Grievance Handling Tracker.xlsx