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Complaints and Grievances Policy

This policy outlines a 4-level procedure for resolving employee complaints and grievances in a fair and consistent manner without blame or discrimination. It aims to provide a transparent process for addressing issues and negotiating acceptable solutions for all parties involved. The policy defines key terms and establishes rights and responsibilities, including maintaining confidentiality, respecting natural justice, and participating in the resolution process in good faith. It also states that trivial or vexatious complaints may result in disciplinary action. The 4-level procedure involves initially discussing issues with the involved parties, then notifying managers in writing, escalating unresolved matters to HR, and finally advising employees of their option to pursue external resolution.

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Faisal Javed
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87 views

Complaints and Grievances Policy

This policy outlines a 4-level procedure for resolving employee complaints and grievances in a fair and consistent manner without blame or discrimination. It aims to provide a transparent process for addressing issues and negotiating acceptable solutions for all parties involved. The policy defines key terms and establishes rights and responsibilities, including maintaining confidentiality, respecting natural justice, and participating in the resolution process in good faith. It also states that trivial or vexatious complaints may result in disciplinary action. The 4-level procedure involves initially discussing issues with the involved parties, then notifying managers in writing, escalating unresolved matters to HR, and finally advising employees of their option to pursue external resolution.

Uploaded by

Faisal Javed
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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TITLE: Complaints and grievances policy

Policy Description
We aim to provide a fair, equitable and productive work environment for all employees. This policy
seeks to support the achievement of this goal by providing a transparent and consistent process for
resolving grievances.
Negotiated solutions will aim to address the key issues and be acceptable to all individuals or parties
involved without ascribing blame, victimisation or discrimination. Complainants will not suffer any
disadvantage, victimisation or discrimination as a result of raising a grievance, with minimum stress and
maximum protection for all concerned.

Scope:
Every manager and employee has a responsibility to comply with this policy and to treat everyone who
works here with dignity and respect. Seeking redress of a trivial or vexatious issue through a grievance
procedure will not be tolerated and may result in disciplinary action.

Definitions
Grievance:

A wrong or hardship suffered (real or perceived), which is the grounds of a complaint.

Complaint:

An expression of grievance, dissatisfaction or concern.

Victimise:

To act or omit to act towards a person in a way which is intended to cause disadvantage
to that person because they have made a complaint, or may make a complaint, or may
be or are the subject of a complaint.

Rights and responsibilities


All persons have the right to:

make a complaint to their direct manager or another member of the company at an


appropriate level
be treated with respect and impartiality and provided with support throughout the process
have the principles of natural justice and procedural fairness observed. This means:
complaints must be fully described by the person with the grievance
the person who is the subject of concern must be informed of all the allegations in
relation to his/her behaviour
the person who is the subject of concern must have a full opportunity to put forward
their case
all parties to the complaint must have the right to be heard
all relevant submissions and evidence must be considered
irrelevant matters must not be taken into account
the decision-maker must be impartial, fair and just
investigations and proceedings that are conducted honestly, fairly and without bias.
no undue delay in investigations and proceedings.

It is the responsibility of all parties involved in a grievance to participate fully in the resolution process in
good faith. Confidentiality must be respected and maintained at all times within the constraints of the
need to fully investigate the matter, subject to any legal requirements for disclosure and consistent with
the principles of natural justice.

Procedure
This is a four-level procedure.
Level 1.
The employee attempts to resolve the complaint as close to the source as possible, generally by
discussing the issue with the person involved. This level is quite informal and verbal. Should the
employee not feel confident in discussing the matter, they should proceed immediately to Level 2.
If the matter is not resolved, proceed to Level 2.
Level 2.
The employee notifies their manager (in writing or otherwise) as to the substance of the grievance
and states the outcome sought. Discussion should be held between the employee and any other
relevant party. This level will usually be informal but either party may request written statements
and agreements.
Should the person who is the subject of the complaint be the employees manager, the employee
should notify another manager, or another member of the company at an appropriate level. This
level should not exceed one week.
If the matter is not resolved, proceed to Level 3.
Level 3.
The manager must refer the matter to the HR Manager. A grievance taken to this level must be in
writing from the employee. The manager will forward any additional information thought relevant.
The HR Manager will provide a written response to the employee. The HR Manager also
communicates with any other parties involved or deemed relevant. This level should not exceed
one week.
If the matter is not resolved, proceed to Level 4.

Level 4.
The employee will be advised of his/her rights to pursue the matter with external authorities if
they so wish.

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