Grievance
Introduction
&
Redressal
Mechanism
Introduction
DISSATISFACTION , COMPLAINT &
GRIEVANCES
Dissatisfaction :Anything that disturbs an employee, the
unrest is expressed in words.
Complaint : A spoken or written dissatisfaction brought to the
attention of the supervisor.
Grievance : A complaint that has been formally presented to a
Management Representative or to a Union Official
Grievance Defined
A grievance as a complaint of one or more
workers with respect to wages and
allowances, conditions of work and
interpretation of service, condition covering
such areas as overtime, leave, transfer,
promotion, seniority, job assignment and
terminationofservice.
Definitions of Grievances
1. A grievance is a formal dispute between an
employee &management on the conditions of
employment.
2. Grievances are complaints that have been
formally registered in accordance with the
grievance procedure.
3. A grievance is any dissatisfaction or feeling of
injustice in connection with one’s employment
situation that is brought to the attention of the
management.
Features of Grievances
1. Discontent orDissatisfaction
2. Dissatisfaction must arise out of
employment ¬ due to personal reasons.
3. The discontent may be voiced or unvoiced
but it must expression in some form.
4. Broadly speaking a grievance is noticeable
&traceable to real or perceived non-
fulfillment of one’sexpectations.
Forms of Grievances
a) FACTUAL.
b) IMAGINARY.
c) DISGUISED.
Reasons of Grievances
1. ECONOMIC.
2. WORK ENVIRONMENT.
3. SUPERVISION.
4. WORK GROUP.
5. MISCELLANEOUS.
Human Aspects
1. Work Environment: Light, space,heat.
2. Use of equipment: Tools / PoorMaintenance.
3. Supervisory Practices.
4. Personality clashes.
5. Managers’Behavior.
6. Problems withpay / allowances.
7. Perceived inequalities in treatment: Pay, appeals against
performance relatedawards.
8. OrganizationalChange.
Types of Grievances
Individual Grievance: complaint
that an action by management has
violated the rights of an individual as
set out in the collective agreement or
law, or by some unfair practice.
Examples: discipline, demotion,
classification disputes, denial of
benefits, etc.
Types of Grievance
Group Grievance: complaintby a group of
individuals, for example, a departmentor a shift thathas
been affected in thesame wayand atthesame timeby an
actiontakenbymanagement.
An exampleof a group grievance wouldbe wherethe
employer refuses topay a shift premium tothe
employees whoworkon afternoon shift whenthecontract
entitles themtoit.
BENEFITS OF GRIEVANCE
HANDLING PROCEDURES
1. It encourages employees to raise concerns
without fear of reprisal.
2. It provides a fair &speedy means of dealing
of grievances.
3. It prevents minor disagreements developing
into more serious disputes.
4. It saves employer’s time &money as solutions
are found for workplace problems.
5. It helps build in organisational climate based
on openness and trust.
Objectives of Grievance Handling
1. To enable employee to air his/her grievance.
2. To clarify the nature of grievance.
3. To investigate the reasons ofdissatisfaction.
4. To obtain where possible a speedy resolution to
the problem.
5. To take appropriate actions &ensure that the
promises are kept.
6. To inform the employee his /her right to voice
the grievance &take it to next stage of the
procedure.
Key Features of Grievance Redressal
Procedure
1. FAIRNESS.
2. FACILITIES FOR REPRESENTATION.
3. PROCEDURAL STEPS.
4. PROMPTNESS.
Discovery of Grievance
a) Observation.
b) Grievance procedure.
c) Gripe Boxes.
d) Open Door Policy.
e) Exit Interview.
Effects of Grievance
a.Loss of interest in workand consequent
lack of moral and commitment
b. Poor quality of production
c. Low productivity
d. Increase in wastage and costs
e. Increase in employee turnover
f. Increase in the incidence ofaccidents
g. Indiscipline
Grievance Procedure
