1. Grievance Handling

2. Definition of Grievance Handling
Grievance denotes any discontent or dissatisfaction whether expressed or not and whether valid or not arising out of anything connected with the enterprise that an employee thinks, believes or even feels is unfair unjust and inequitable.
Keith Davis defines grievance as any real or imagined feeling of personal injustice which an employee has concerning his employment relationship.

3. Concept of Grievance
Grievance according to Fillipo, “The term would include any discontent and dissatisfaction that affects organizational performance.
It can either stated or unvoiced, written or oral, legitimate or ridiculous.
A complaint is a discontent that has not assumed importance.
A complaint becomes grievance when the employee feels that injustice has been committed.

4. Concept of Grievance
Industrial dispute originate from minor grievances if not taken care of.
Mutual acceptability of grievance handling procedure is an effective tool to handle HRM and human relations in enterprises.

5. Concept of Grievance
Grievances or conflicting thoughts are part of industrial / corporate life.
It is essential to bring this conflict to the surface.
All conflicts cannot be eliminated but their exposure will contribute towards their reduction.
Such exposures lead to adjustments and further improved organizational effectiveness.

6. Concept of Grievance Violation of employee’s right must be there
Employer or his/her agent like manager/supervisor must have violated the employees rights
Complaint of an employee not involving employer is not a grievance in actual term but needs to be addressed.

7. Concept of Grievance Areas of grievances Wage related grievances
Workload
assignment of work
Placement of workers
Unequal or unfair treatment
Disciplinary actions
Sexual harassment
Physical working conditions

8. Concept of Grievance Areas of grievances Supervisory practices
Personal rights and privileges
Violation of union rights
Violation of service contracts
Discontinuation of past practices
Violation of employee rules
Unfair labour practice
Mis-management

9. Concept of grievance Types of grievances Individual grievance
Single individual is affected
Group grievances
Several employees have same complaint
Union grievances
Grievances filed by the union on behalf of the employees or related to union rights

10. Grievance Handling Procedure

11. General principles of grievance handling
Wherever possible grievances should be resolved informally without recourse to formal procedures.
When it is not possible for a grievance to be resolved informally, in such cases, the procedure should be followed. 
Any steps taken under this procedure should be taken promptly, unless there is a good reason for delay.
At any stage in the procedure, subject to the agreement of all parties concerned, there may be a suspension in proceedings to facilitate mediation, fact-finding or other non-adversarial discussions with the aim of promoting resolution of the case.

12. General principles of grievance handling
If, on investigation, the grievance is found to be trivial the manager may dismiss it without further consideration. The employee will be advised accordingly.
All employees will have the right to be accompanied at any formal meetings held under this procedure by a trade union representative or work colleague.
All parties involved in these procedures must ensure that they maintain, as appropriate, the confidentiality of the process within and outside the enterprise.

13. General principles of grievance handling
Whilst every endeavour will be made to comply with timescales, due to the complexity and or specific circumstances of a case, timescales may be extended. In such circumstances the individuals concerned will be advised of the reasons for any delay.
A member of the human resources team will be consulted and will advise on the formal process.

14. Benefits of a Grievance Procedure
A grievance procedure brings into the open
It helps in preventing grievances from becoming serious and get transformed into dispute
Grievance system provides a sense of confidence and security to the employee
Helps in establishing and maintaining a work culture of the organization.
Arbitrary management actions get checked upon. Actions of manager can be challenged.

15. Machinery of Grievance Handling
Every organization requires a permanent procedure for handling grievances
Procedure consists of a number of steps arranged in a hierarchical order
Steps varies with the size of the organization
Though labour union is not essential for the determination of the procedure, it is important factor.

16. Essentials of Grievance procedure
Conformity with existing legislation
Acceptability.
It means fair play and justice to the workers
Principles of natural justice
Reasonable exercise of authority to the manager
Adequate participation of the union
Simple procedure
The procedure should be simple enough to be understood by every employee.
Easily identifiable authorities

17. Essentials of Grievance procedure
Promptness
The procedure should aim at a rapid disposal of the grievance
It should be settled at the lowest possible level
Classify grievances and designate appropriate authorities
Time limit should be fixed at each step and should be rigidly followed at each level

18. Essentials of grievance procedure
Training
Supervisors and union representatives must be trained
Follow up
Needs periodical review and structural changes if necessary.

19. Points to remember when Handling Grievance
Give importance to every grievance whether relevant or irrelevant or insignificant
A grievance should not be postponed
Grievance should be put in writing to avoid ambiguity.
Gather all relevant facts and maintain proper records
Time to pursue grievance be permitted
List all the solutions for the best choice
Communication of the decision to the employee
Follow-up of the decision and determine the aftermath effect on the employee and its positive impact.

20. Open door policy Workable in small organizations
Bypasses the front line supervisors
Top management will have no clues to assess supervisors skill in handling grievances
Top management will not be in position to feel the causes of grievances.
Psychological barrier to enter the office of the top management will be always there.

21. Legal framework for grievance handling
Procedure for settlement of individual dispute (section 113) and collective disputes (section 116) in the Labour Act, 2074
Grievance handling procedure must be managed by making by-laws.
May differ from enterprise to enterprise.
The procedure may include mediation/ arbitration/ tribunal
Internal appeal mechanism is important part of the procedure.