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Table of contents

For example, efforts of the company to bring down costs could lead to you and the other employees in your department to put in more work outside your usual work hours. You will definitely not listen to the explanation that the company is simply cutting down on costs. In other cases, you may be asked to take on more work, so that you are technically going to perform the work of two or three people.

Hospitality and tourism industry union present grievances

If you are asked to do so without a corresponding increase in your compensation, there is bound to be a problem. However, if that situation drags on longer, and it seems that the employer is getting comfortable and he shows no clear plans or intentions of setting it right after the company has regained its footing, then clearly, these are causes for concern. Unsafe workplaces and offices that pose potential physical harm and health problems to employees are also seen as valid reasons for a formal complaint.

One of the best indicators of a company caring about its employees is the provision of a safe and clean working environment. Are you provided with the tools necessary to carry out your tasks? Are you working with well-functioning tools, machinery and equipment? Is the workplace well-ventilated and properly lit? Needless to say, if these are not satisfactory, not only will they cause potential harm and injury to the employees, they will also bring about frustration and dissatisfaction.

In some cases, it is possible for you as an employee to feel a divide or a gap with management or your employer. Maybe you are having trouble gaining access to, and communicating with, the employer. One way to bridge that gap is to file a grievance. Unions exist to represent the interest of the employees to the management, and their primary focus is on unfair labor practices that harm the relationship between the management and employees.

In order to handle employee grievances, there must be a set of procedures or a process to be followed. The process may vary depending on the company, specifically its culture.

Hospitality and tourism industry union present grievances

Usually, we hear of grievance procedures being developed as part of collective bargaining agreements or company policies designed as a means of internal dispute resolutions. No matter what the differences are, however, these processes mostly follow a basic flow. The grievance process is set in motion once the grievance committee or HR has received the grievance of the employee in writing.

Resolving it is done, generally, through a five-step process , as described below.

Handling employee grievance (COM)

If you are the HR representative, or the person in charge of handling grievances in the company, you are supposed to inform the manager or supervisor that the employee directly reports to about it. You are basically letting them take the first step or first informal action, which is usually through a casual and discreet conversation with the employee who made the complaint.

Health & Safety

The purpose of this informal action is to try to settle the problem early on, without involving other members of the grievance committee. Perhaps a resolution can be reached before the problem becomes more serious and the grievance reaches a higher stage. It is also during this step that the grievance of the employee is acknowledged. The mere fact that you called the attention of his or her immediate supervisor is already an acknowledgement on your part that the employee has a grievance, and it has reached the proper eyes and ears.

It is important to let the employee know that his thoughts or concerns are not being outright ignored, and that steps are going to be taken to address them. The supervisor or the person having the talk with the employee should demonstrate sensitivity and the ability to actually listen to what the employee has to say. No matter how, initially, the complaint may seem silly or nonsensical, there is a need to treat it seriously. If no settlement has been reached at this early stage, the grievance will proceed to the next step. Often, the employee will be required to submit a grievance letter to formalize the whole thing.

The formal stage of the process begins and, this time, the grievance committee will take the reins.


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  • Employee Grievance and Redressal.

You will schedule a formal meeting with the employee, and it is in that venue where his grievance will be discussed in greater detail. The formal meeting is the appropriate venue to fully discuss the grievance of the employee, focusing on who, what, where, when, why and how the issue came to being. All accounts made by the employee as well as those of any witnesses during the meeting will be the basis in ascertaining whether the grievance is valid or not.

Depending on its nature and complexity, the grievance may be resolved at this step. If the grievance is so complex that it cannot be resolved during the formal meeting, there is a need to conduct further investigation. Fact and data gathering tasks are going to be conducted by members of the grievance committee. You may have already obtained more than the bare facts during the formal meeting, but those are mostly one-sided, since the input was mainly from the employee. There might be a need to verify some facts that will support any decision that will be made about validity of the complaint.

Usually, you will be going about it using the typical data-gathering methods, such as the conduct of interviews with other employees and key personalities to get more information that may shed some light on the grievance. The results of the formal meeting, and any further investigations conducted, will be the basis for the committee to decide whether the grievance is valid or not. Once a decision has been reached, you must communicate it to the employee.

It is important to keep the employee informed of the progress of the investigation — and the entire grievance management procedure — every step of the way. This will also help him decide on the next steps to take regarding the complaint. If the grievance is valid, it may be resolved at this stage and your job is done. The facts will be reviewed, and a decision will again have to be made to resolve the grievance. If, again, it is not resolved at that stage, it will be taken to another, higher, level of management.

It may even reach a point where an outsider will be called in to arbitrate and provide a fresh perspective. The higher the level of management that the grievance goes up to, the more people will be involved.

This is why, at the beginning, all efforts should be geared to settling the complaint as early as possible. This is because taking it further is bound to take more time and company resources. Resolving employee grievance is usually not an easy task. The one thing that will assure handling it effectively is to approach it systematically, and that is through following the employee grievance process. On top of implementing a systematic grievance process, here are a few other things that you can do to ensure grievances of employees are properly managed and resolved.

Solve, do not troubleshoot. Your goal should be to come up with a solution that will, as much as possible, put the grievance brought by the employee to rest, rather than provide a temporary fix. A temporary fix is no solution at all, since the problem is bound to come up again, probably on a bigger scale, since the root cause is still there. Therefore, your goal should be to eliminate the root cause of the problem.

Remember, all grievances put forth by employees must be heard and listened to. Even if they do not seem plausible at first, and even if they are brought up in very casual conversations, as if in passing. A complaint is a complaint, and it denotes dissatisfaction of an employee. No one wants a dissatisfied and frustrated employee.

It is important for people who are in charge of carrying out the grievance process to be good listeners. This is the first step toward finding a resolution to the grievance. Skip to content. Scope This policy refers to everyone in the company regardless of position or status. Policy elements Grievance definition We define grievance as any complaint, problem or concern of an employee regarding their workplace, job or coworker relationships.

Employees can file grievances for any of the following reasons: Workplace harassment Health and safety Supervisor behavior Adverse changes in employment conditions This list in not exhaustive. Employees who file grievances can: Reach out to their direct supervisor or HR department File a grievance form explaining the situation in detail Refuse to attend formal meetings on their own Appeal on any formal decision Employees who face allegation have the right to: Receive a copy of the allegations against them Respond to the allegations Appeal on any formal decision The company is obliged to: Have a formal grievance procedure in place Communicate the procedure Investigate all grievances promptly Treat all employees who file grievances equally Preserve confidentiality at any stage of the process Resolve all grievances when possible Respect its no-retaliation policy when employees file grievances with the company or external agencies e.

The supervisor will try to resolve the problem. When employees want to complain about their supervisor, they should first try to discuss the matter and resolve it between them. Supervisors should try to resolve any grievance as quickly as possible. If the grievance relates to a supervisor behavior that can bring disciplinary action e.

Workplace grievance procedure

Accommodate the procedure outlined below The HR department or any appropriate person in the absence of an HR department should follow the procedure below: Ask employee to fill out a grievance form Talk with the employee to ensure the matter is understood completely Provide the employee who faces allegations with a copy of the grievance Organize mediation procedures e.

Disclaimer: This policy template is meant to provide general guidelines and should be used as a reference. Management may constitute a Grievance Redressal Committee at organizational level. This committee may hear the issues and make suggestions to management for resolve of the problem. Your email address will not be published.