Basic Elements of a Grievance Handling procedure

Basic Elements of a Grievance Handling Procedure:

The basic elements of a grievance redressal procedure are ;

(i) The existence of a sound channel through which a grievance may pass for redressal if the previous stage or channel has been found to be inadequate, unsatisfactory or unacceptable. This stage may comprise three, four or five sub-stages.

(ii) The procedure should be simple, definite and prompt, for any complexity or vagueness or delay may lead to an aggravation of the dissatisfaction of the aggrieved employee.

(iii) The steps in handling a grievance should be clearly defined.

These should comprise:

(a) Receiving and defining the nature of the grievance:

(b) Getting at the relevant facts, about the grievance;

(c) Analyzing the facts, after taking into consideration the economic, social, psychological and legal issues involved in them;

(d) Taking an appropriate decision after a careful consideration of all the facts; and

(e) Communicating the decisions, to the aggrieved employee.

(iv) Whatever the decision, it should be followed up in order that the reaction to the decision may be known and in order to determine whether the issue has been closed or not.

Pre-Requisites of a Sound Grievance Handling Procedure

1. Acceptability

The grievance procedure should be developed with mutual consultation among all the parties viz. management, workers and the union so that all the parties accept it without any confusion.

In order to be generally acceptable, the procedure must ensure the following

(i) A cause of fair play and justice to workers.

(ii) Reasonable exercise of authority to managers.

(iii) Reasonable participation to the union.

2. Legal Sanctity

It is necessary that the procedure should be in conformity with the existing law. It should be designed to supplement the statutory provisions. Wherever possible, the procedure should make use of the machinery provided under legislation. The procedure may be incorporated in the standing orders or collective bargaining agreement of the organisation.

3. Follow-Up

A periodical review of working of the grievance procedure is required Necessary improvements should be made to make the procedure more effective.

4. Simplicity

The procedure should be simple not complex. It is simple only when it consist of as few steps as possible. Channels for handling grievances should be carefully developed. Employees must know the officers to be contacted at each level. Information about the procedure should be communicated to the employees.

5. Training

Supervisors and union representatives require a specific training in grievance handling. This will help to ensure effective working of the grievance procedure.

6. Promptness

The grievance procedure must contain quick response of redressal the grievances.

The promptness can be ensured in the following ways:

(i) The grievance should be settled at the lowest level as possible.

(ii) There should be a single appeal.

(iii) Time limits should be prescribed and rigidly enforced at each level.

(iv) Different types of grievances may be referred to appropriate authorities.

Reference

Anon., 2016. Labour man Consultants. [Online]
Available at: https://labourman.co.za/grievance-procedure/
[Accessed 30 may 2020].