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When an employee feels that something is unfair in the organisation,
he is said to have a grievance. To be precise, grievances have
certain common features.

Features of the term “grievance”
 Perceived non fulfillment of one's expectations leading to dissatisfaction with any
aspect of the organisation.
 The dissatisfaction arises out of employment and not due to personal or family
 The reasons could be real or imaginary or disguised.
 The discontent may be voiced or unvoiced.


 Economic
 Work environment
 Supervision
 Work group
 Miscellaneous
If grievances are not identified and redressed properly, they may
adversely affect the workers, managers and the organisation.
 Production
 Employees
 Managers

Grievance Procedure

It is a formal channel of communication used to resolve grievances.
Having a formal grievance procedure has its own advantages.
Workers get a wonderful opportunity to ventilate their feelings.
Management can go back to the roots of a problem quickly.
Supervisors, too, have to fall in line and listen to workers’
complaints more seriously. A fair redressal mechanism would boost
the morale of all employees greatly.

The discovery of grievances

The success of a grievance procedure, to a large extent, depends
on the various ways adopted to uncover the problem:

How to uncover grievances?
 Observation
 A formal grievance procedure
 Open door policy
 Exit interviews
 Opinion surveys

Essentials of a formal grievance

A sound grievance procedure must have the following characteristics

Prerequisites of a grievance procedure
 Conformity with statutory provisions
 No ambiguity
 Simplicity
 Promptness
 Training
 Follow up

Steps in the grievance procedure

 Identify grievances
 Define correctly
 Collect data
 Analyse and solve
 Prompt redressal
 Implement and follow up

Model Grievance Procedure

The model grievance procedure suggested by the National Commission
on Labour involves six successive time-bound steps each leading to the
next, in case employees have any reason to complain against any issue
affecting their organisational lives.

Model grievance procedure
P ro ce d u re T im e F r a m e
A p p e a l a g a in s t w it h in a w e e k

M anager 3 days

G r ie v a n c e C o m m itte e 7 d a y s u n a n im o u s

HOD 3 days

S u p e rv is o r 4 8 h o u rs

F o re m a n

W o rk e r

Grievance Procedure

Guidelines for handling grievances
 Treat each case as important and get the grievance in writing
 Talk to the employee directly
 Discuss in a private place
 Handle each case within a time frame
 Examine company provisions in each case
 Get all relevant facts
 Control your emotions
 Maintain proper records
 Be proactive, if possible.