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 problems The reasons could be real or imaginary or disguised. The discontent may be voiced or unvoiced.


Causes  Economic  Work environment  Supervision  Work group  Miscellaneous Effects 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 procedure
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 ced u re A p p e a l a g a in s t w ith in a w e e k M anager G r ie v a n c e C o m m itte e HOD S u p e r v is o r F o re m a n W o rk e r 3 days 7 d a y s u n a n im o u s 3 days 4 8 h o u rs T im e F r a m e


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.

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