Grieviance Procedure

Grievances refer to complaints or concerns raised by an employee regarding their

work, working conditions, or the employment relationship. It is important for
organizations to have a structured process in place to address employee grievances
effectively. While I cannot provide specific details about Hyphen Nigeria Limited's
grievance procedure, here is a general outline of a typical grievance handling process:

Grievance Policy: The organization should have a clear and comprehensive

grievance policy in place that outlines the steps involved in handling grievances, the
individuals or departments responsible for addressing them, and the timelines for
resolution. A grievance policy is a formal document that outlines the procedures and
guidelines for handling employee grievances within an organization. While I don't
have access to the specific grievance policy of Hyphen Nigeria Limited, I can provide
a general framework that organizations typically follow when developing a grievance
policy. Here are the key components that are commonly included:
Purpose: The policy should clearly state the purpose of the grievance policy, which is
to provide a fair and transparent process for employees to raise and address their
concerns or complaints.
Scope: Specify the types of issues that can be raised as grievances, such as
harassment, discrimination, work-related conflicts, working conditions,
compensation, or any violation of company policies.

Grievance Submission: Employees should be provided with a designated

channel or method to submit their grievances, such as a grievance form, email, or
meeting with a designated person (e.g., HR representative, supervisor, or manager).
Grievance submission refers to the process through which employees formally raise
their concerns or complaints to their employer or the designated authority within the
organization. While the specific grievance submission process may vary between
organizations, here are some general guidelines that can be included in a grievance
policy:
Written Communication: Encourage employees to submit their grievances in
writing to ensure clarity and documentation. This can be in the form of a grievance
form, email, or a formal letter.
Designated Channels: Clearly specify the channels or individuals to whom
grievances should be addressed. This may include the HR department, immediate
supervisor, designated grievance officer, or a specific committee responsible for
handling grievances.
Timely Submission: Set a reasonable timeframe within which employees should
submit their grievances after becoming aware of the issue. This helps ensure that
grievances are addressed promptly and that relevant information is still fresh.
Comprehensive Information: Instruct employees to provide sufficient details and
context about their grievance, including the nature of the concern, the individuals
involved, any supporting evidence or documentation, and the desired resolution.
Confidentiality and Privacy: Assure employees that their grievances will be handled
confidentially to the extent possible, and provide information on how their personal
information will be protected in compliance with data protection laws.
Acknowledgment: Specify that the organization will acknowledge receipt of the
grievance within a defined period to assure employees that their concerns have been
received and will be addressed.
Documentation: Advise employees to retain copies of their grievance submission and
any supporting documents for their records. This can be helpful for future reference or
if the grievance escalates to higher levels of review.
Alternative Communication Channels: In addition to written submissions, consider
allowing employees to submit grievances through alternative channels, such as in-
person meetings or a designated hotline, to accommodate varying communication
preferences and ensure accessibility.
Support and Representation: Inform employees of their right to seek support or be
accompanied by a representative during the grievance submission process, such as a
colleague or union representative.
Non-Retaliation: Reiterate the organization's commitment to protecting employees
from any form of retaliation for raising a grievance in good faith, and encourage
employees to report any instances of retaliation.

Initial Assessment: The organization reviews the grievance to determine its

nature, seriousness, and validity. This may involve gathering relevant information,
documents, or conducting preliminary investigations as needed. The initial assessment
is a crucial step in the grievance handling process where the organization reviews the
received grievance to understand its nature, seriousness, and validity. The purpose of
the initial assessment is to determine the appropriate course of action and ensure that
the grievance is addressed in a fair and timely manner. Here are some key aspects of
the initial assessment stage:
Reviewing the Grievance: The designated authority responsible for handling
grievances carefully examines the submitted grievance, along with any supporting
documents or evidence provided by the employee.
Understanding the Concern: The reviewer seeks to gain a clear understanding of the
nature of the grievance, the specific issue(s) raised, and the desired outcome or
resolution sought by the employee.
Assessing Relevance and Validity: The reviewer evaluates the relevance of the
grievance to the organization and its policies, procedures, or employment terms. They
also assess the validity of the concerns raised, considering factors such as credibility,
clarity, and potential impact on the employee or the workplace.
Identifying Appropriate Resolution Path: Based on the initial assessment, the
reviewer determines the appropriate course of action to address the grievance. This
may involve informal resolution attempts, mediation, investigation, or other formal
processes, depending on the nature and seriousness of the grievance.
Gathering Additional Information: If the initial assessment reveals a need for
further information or clarification, the reviewer may reach out to the employee or
other relevant parties to obtain additional details or evidence.
Timelines and Prioritization: The reviewer considers the urgency and priority of the
grievance, ensuring that it is addressed within a reasonable timeframe as specified in
the organization's grievance policy.
Maintaining Confidentiality: During the initial assessment and throughout the
grievance handling process, the reviewer maintains confidentiality to the extent
possible, ensuring that sensitive information is shared only with those directly
involved in addressing the grievance.
Documentation and Recordkeeping: The reviewer maintains proper documentation
of the initial assessment, including notes, findings, and any decisions made during this
stage. This documentation serves as a record of the initial evaluation and may be
useful for future reference or in the event of an appeal.
Communication with the Employee: The reviewer acknowledges receipt of the
grievance and provides the employee with information on the next steps, including
any additional information or documents required, as well as an estimated timeline for
resolution.

Investigation: If the grievance requires further investigation, the organization

appoints a competent and impartial person or team to conduct a thorough inquiry.
They may interview relevant parties, gather evidence, and document findings.
Investigation is a crucial step in the grievance handling process where a formal
inquiry is conducted to gather relevant facts, evidence, and information regarding the
grievance. The purpose of the investigation is to assess the validity of the grievance,
determine the underlying causes, and make informed decisions regarding its
resolution. Here are some key aspects of the investigation stage:
Assigning an Investigator: The organization designates a competent and impartial
investigator to conduct the inquiry. This may be an HR representative, a designated
grievance officer, an external investigator, or a specially appointed committee,
depending on the nature and complexity of the grievance.
Planning and Preparation: The investigator develops a detailed investigation plan,
outlining the scope, objectives, timelines, and the specific areas to be investigated.
They also identify the individuals who need to be interviewed, relevant documents to
review, and any additional resources required for the investigation.
Gathering Evidence: The investigator collects relevant evidence and information
related to the grievance. This may involve reviewing documents, emails, records,
policies, or any other evidence that pertains to the issue raised. They may also
interview the grievant, witnesses, and any other relevant parties to obtain firsthand
accounts and perspectives.
Conducting Interviews: The investigator conducts interviews with the involved
parties, including the employee who raised the grievance, any witnesses, and
individuals who may have relevant information. These interviews are conducted in a
fair, unbiased, and confidential manner, ensuring that all parties have an opportunity
to present their perspectives.
Documenting Findings: The investigator thoroughly documents the findings of the
investigation, including a summary of the evidence collected, statements obtained,
and any other relevant information. This documentation should be comprehensive,
accurate, and objective, supporting the investigator's assessment of the grievance.
Evaluating Compliance: If the grievance involves an alleged violation of company
policies, regulations, or legal requirements, the investigator assesses whether the
organization has adhered to the relevant guidelines and compliance obligations.
Analyzing the Root Cause: The investigator seeks to understand the underlying
causes and contributing factors that led to the grievance. This may involve identifying
systemic issues, cultural factors, communication gaps, or any other factors that may
have contributed to the conflict or concern.
Making Recommendations: Based on the findings of the investigation, the
investigator may provide recommendations for resolving the grievance, improving
policies or practices, or implementing corrective measures to prevent similar issues
from arising in the future.
Confidentiality and Data Protection: The investigator ensures that confidentiality is
maintained throughout the investigation process, protecting the privacy and sensitive
information of all involved parties in compliance with applicable data protection laws.
Timely Completion: The investigation is conducted within a reasonable timeframe as
specified in the organization's grievance policy, ensuring that the investigation does
not unduly prolong the resolution process.
Reporting and Communication: The investigator prepares a comprehensive report
summarizing the investigation's findings, conclusions, and recommendations. This
report is communicated to the appropriate authority within the organization
responsible for making decisions regarding the resolution of the grievance.

Mediation or Resolution Attempt: Depending on the nature of the grievance,

the organization may attempt to resolve it through mediation or alternative dispute
resolution methods. This involves facilitating discussions between the concerned
parties to find a mutually agreeable solution. Mediation or resolution attempts are an
important part of the grievance handling process and can be employed to facilitate a
mutually agreeable solution between the parties involved. Mediation aims to resolve
the grievance through open dialogue, negotiation, and reaching a compromise. Here
are some key aspects of mediation or resolution attempts:
Mediator Selection: A neutral and trained mediator, who may be an internal or
external professional, is selected to facilitate the mediation process. The mediator
should be impartial, have good communication skills, and possess conflict resolution
expertise.
Voluntary Participation: Participation in mediation is typically voluntary, and both
the grievant and the party against whom the grievance is filed must willingly agree to
engage in the mediation process.
Confidentiality: Mediation sessions are conducted in a confidential and private
setting, where the parties feel comfortable expressing their concerns openly. The
mediator ensures that all discussions and information shared during mediation are
kept confidential, unless otherwise agreed upon by the participants.
Mediation Process: The mediator guides the parties through a structured mediation
process, which may involve the following steps:
a. Opening Statement: The mediator sets the stage by explaining the mediation
process, clarifying the ground rules, and establishing a respectful and collaborative
environment.
b. Information Exchange: Each party is given an opportunity to share their
perspectives, concerns, and desired outcomes. The mediator facilitates effective
communication, ensuring that both parties have a chance to express themselves.
c. Identifying Interests and Issues: The mediator helps the parties identify the
underlying interests and concerns behind their positions, focusing on understanding
the root causes of the grievance.
d. Generating Options: The mediator assists the parties in generating multiple possible
solutions or options to address the grievance, fostering creativity and exploring
alternatives that could satisfy the interests of both parties.
e. Negotiation and Agreement: The parties engage in a negotiation process, facilitated
by the mediator, to reach a mutually acceptable resolution. The mediator helps in
exploring potential compromises and assists the parties in developing a solution that
meets their needs.
f. Agreement Documentation: If an agreement is reached, the mediator assists in
documenting the terms of the agreement in a written document that outlines the
agreed-upon actions, responsibilities, and timelines.
Impartiality of the Mediator: The mediator remains impartial throughout the
process, refraining from taking sides or providing personal opinions or judgments.
Their role is to facilitate communication, encourage cooperation, and assist the parties
in reaching their own resolution.
Follow-Up and Implementation: After an agreement is reached, the organization
ensures appropriate follow-up to implement the agreed-upon actions and monitor
progress. This may involve periodic check-ins, evaluating the effectiveness of the
resolution, and providing support as needed.

Grievance Hearing: In cases where resolution attempts are unsuccessful or when

the grievance is of a serious nature, a formal grievance hearing may be conducted.
The employee is provided with an opportunity to present their case, present evidence,
and call witnesses if necessary. The organization ensures a fair and unbiased hearing
process. A grievance hearing is a formal process within the grievance handling
procedure where the employee who raised the grievance, relevant witnesses, and any
other involved parties have an opportunity to present their case and provide additional
information to address the concerns raised. The purpose of the grievance hearing is to
ensure a fair and unbiased review of the grievance and allow for a thorough
examination of the issues. Here are some key aspects of a grievance hearing:
Scheduling the Hearing: The organization sets a date, time, and location for the
grievance hearing, ensuring that it is convenient for all parties involved and allowing
sufficient time for preparation.
Notice to Participants: All parties directly involved in the grievance hearing,
including the employee who raised the grievance, the respondent, witnesses, and any
representatives, are provided with adequate notice of the hearing. This includes
information on the purpose of the hearing, the attendees, and any documents or
evidence that should be prepared or submitted.
Impartial Decision-Maker: A neutral decision-maker, such as a senior manager, a
designated committee, or an external expert, presides over the hearing. The decision-
maker should be unbiased, possess relevant knowledge and authority, and have the
ability to make fair and informed decisions.
Conducting the Hearing: The grievance hearing typically follows a structured
format, which may include the following elements:
a. Introduction: The decision-maker begins the hearing by introducing themselves,
explaining the purpose and process of the hearing, and establishing the ground rules
for conduct and participation.
b. Presentation of the Grievance: The employee who raised the grievance is given an
opportunity to present their case, provide a detailed account of the concerns, and
present any evidence or supporting documents.
c. Questioning and Cross-Examination: The decision-maker, respondent (if
applicable), or their representatives may ask questions of the employee who raised the
grievance and any witnesses present. This allows for clarification, exploration of
facts, and examination of evidence.
d. Witness Testimony: Witnesses, if any, are called to provide their testimony and
respond to questions related to the grievance. Witnesses may be questioned by both
the decision-maker and the parties involved.
e. Submissions and Arguments: The decision-maker provides an opportunity for both
parties to present their submissions, arguments, or counterarguments based on the
evidence and testimony presented.
f. Consideration of Evidence: The decision-maker carefully considers the evidence,
testimony, and submissions presented during the hearing in their evaluation of the
grievance.
Fair Process and Natural Justice: The decision-maker ensures that all parties have a
fair opportunity to be heard, ask questions, present evidence, and respond to the
allegations or concerns raised. They also ensure that the hearing adheres to the
principles of natural justice, which include impartiality, transparency, and the right to
be heard.
Confidentiality and Privacy: The decision-maker and all participants involved in the
grievance hearing maintain confidentiality and privacy, handling sensitive
information with care and in compliance with applicable data protection laws.
Decision and Outcome: Following the completion of the hearing, the decision-maker
carefully considers the evidence and submissions presented, and subsequently makes
a decision regarding the grievance. This decision is communicated to the involved
parties in a timely manner, outlining the reasons for the decision and any
recommended actions or remedies.
Appeal Process: The organization may provide an appeal process for either party to
challenge the decision made during the grievance hearing. The appeal process should
be clearly outlined in the organization's grievance policy and provide a fair and
impartial review of the decision

Decision and Communication: After considering all relevant information and

conducting a fair hearing, the organization makes a decision regarding the grievance.
This decision is communicated to the employee, outlining the outcome and any
recommended actions, if applicable. After the grievance hearing or the completion of
the investigation process, a decision is made regarding the grievance. The decision is
communicated to the involved parties in a clear, timely, and respectful manner. Here
are some key aspects of the decision-making and communication stage:
Review of Evidence: The decision-maker carefully reviews all the evidence, witness
testimonies, submissions, and relevant information gathered during the investigation
or grievance hearing process.
Evaluation of the Grievance: The decision-maker assesses the validity of the
grievance, considering the facts, policies, procedures, applicable laws, and any other
relevant factors.
Reasoned Decision: The decision-maker makes a well-reasoned decision based on
the available evidence and information, addressing the specific concerns raised in the
grievance.
Written Decision: The decision is typically documented in writing to provide a clear
record of the findings, conclusions, and any recommended actions. The written
decision should be concise, specific, and avoid any unnecessary personal opinions or
biases.
Communication to the Employee: The decision is communicated to the employee
who raised the grievance in a timely manner. The employee should be informed of the
decision, including the rationale behind it, any actions to be taken, and the expected
outcomes.
Communication to the Respondent: If applicable, the decision and any related
instructions or consequences are also communicated to the respondent or the party
against whom the grievance was raised.
Confidentiality and Privacy: The decision-maker ensures that confidentiality is
maintained throughout the communication process, protecting the privacy and
sensitive information of all involved parties in compliance with applicable data
protection laws.
Clarity and Transparency: The decision and its implications are communicated
clearly, ensuring that the involved parties understand the outcome, any remedial
actions, and any changes that may result from the decision.
Timely Communication: The decision and related information are communicated
within the time-frame specified in the organization's grievance policy or as agreed
upon during the process.
Right to Appeal: The decision communication includes information on the right to
appeal, if applicable, and provides guidance on how to initiate the appeal process if
the involved parties are dissatisfied with the decision.
Support and Guidance: The organization may offer support and guidance to both the
employee who raised the grievance and the respondent, ensuring that they have access
to resources or assistance, if needed, to implement the decision or seek further
resolution.

Appeal Process: If the employee is dissatisfied with the outcome, the organization
may have an appeal process in place. This allows the employee to request a review of
the decision by a higher authority or an independent panel. The appeal process is an
important component of the grievance handling procedure that allows the involved
parties to challenge a decision made during the grievance process if they are
dissatisfied or believe there are grounds for reconsideration. Here are some key
aspects of the appeal process:
Clearly Defined Appeal Process: The organization should have a clearly defined and
communicated appeal process as part of its grievance policy. The process outlines the
steps to be followed, the timeline for filing an appeal, and the authority responsible
for reviewing and deciding on the appeal.
Eligibility for Appeal: The appeal process typically allows either party involved in
the grievance (the employee who raised the grievance or the respondent) to initiate an
appeal if they are dissatisfied with the decision. The eligibility criteria and conditions
for appeal should be clearly outlined in the organization's grievance policy.
Submission of Appeal: The appealing party submits a written appeal to the
designated authority within the specified timeframe. The appeal should clearly state
the grounds for the appeal, including any errors in the decision-making process, new
evidence, or arguments challenging the original decision.
Review of Appeal: The designated authority reviews the appeal, including all
relevant documents, evidence, and information from the initial grievance process, as
well as any additional submissions made during the appeal.
Impartial Appeal Review: The appeal is reviewed by a neutral and unbiased party or
panel who was not involved in the original decision-making process. This could be a
senior manager, a designated committee, or an external expert with relevant expertise
and authority.
Hearing for Appeal: In some cases, an appeal hearing may be conducted to allow the
appealing party and the other involved party an opportunity to present their
arguments, respond to questions, and provide further evidence or submissions to
support their position.
Appeal Decision: Based on the review of the appeal and any appeal hearing, the
designated authority makes a decision regarding the appeal. The decision may uphold
the original decision, modify it, or reverse it, depending on the merits of the appeal
and the grounds presented.
Communication of Appeal Decision: The decision resulting from the appeal process
is communicated to the appealing party and the other involved party in writing. The
communication should provide a clear explanation of the decision, the rationale
behind it, and any actions or remedies that may result from the appeal decision.

Finality of the Appeal Decision: The appeal decision is usually considered final, and
it marks the conclusion of the internal grievance process within the organization.

Resolution and Follow-up: Once the grievance is resolved or a decision is

finalized, the organization takes appropriate actions to address the issue raised. This
may involve implementing corrective measures, making policy changes, or providing
necessary support to the employee. Resolution and follow-up are important stages in
the grievance handling process where the organization takes appropriate actions to
address the concerns raised in the grievance and monitors the progress to ensure
effective resolution. Here are some key aspects of the resolution and follow-up stage:
Implementing the Resolution: The organization takes steps to implement the
resolution outlined in the decision or as agreed upon during the grievance process.
This may involve various actions such as policy changes, disciplinary measures,
training programs, process improvements, or any other necessary measures.
Timely Action: The organization initiates the necessary actions promptly to address
the concerns raised in the grievance. This helps demonstrate a commitment to
resolving the issue and mitigating any negative impacts on the involved parties and
the organization.
Communication: The organization communicates the actions being taken to address
the grievance to the involved parties. Clear and timely communication helps ensure
that everyone is informed about the progress and demonstrates transparency in the
resolution process.
Monitoring and Evaluation: The organization monitors the progress of the
resolution efforts to ensure that the agreed-upon actions are being implemented
effectively. This may involve regular check-ins, feedback sessions, or performance
evaluations to assess the impact of the resolution on the workplace and the involved
parties.
Feedback and Review: The organization seeks feedback from the parties involved to
understand their level of satisfaction with the resolution and to identify any areas for
improvement. Feedback can be collected through surveys, one-on-one meetings, or
other appropriate methods.
Learning and Improvement: The organization reviews the overall grievance
handling process, including the specific case, to identify lessons learned and
opportunities for improvement. This helps in refining internal procedures, policies, or
practices to prevent similar grievances from occurring in the future.
Support and Rehabilitation: If the grievance involved harm or negative experiences
for the employee who raised the concern, the organization provides appropriate
support, guidance, or rehabilitation measures to help the individual recover and
reintegrate into the workplace if needed.
Documentation: The organization maintains proper documentation of the resolution
process, including the actions taken, communications, and any follow-up discussions.
This documentation serves as a record of the resolution efforts and can be referenced
if needed in the future.

Closure and Final Communication: Once the resolution is successfully

implemented and monitored, the organization communicates the closure of the
grievance to the involved parties. This ensures that the grievance process is formally
concluded and provides a sense of closure for all parties involved.