1. Grievance
&
Grievance Handling
Dr Anil Mehta

2. “a written complaint filed by an
employee and claiming unfair
treatment “
Dale Yoder
“any dissatisfaction or feeling of
injustice in connection with one’s
employment situation that is brought
to the notice to the management”
Beach

3. “a grievance is a any discontent or
dissatisfaction whether expressed or
not,whether valid or not ,arising out of
anything connected with the company
which an employee thinks,believes or
even feels to be unfair, unjust or
inequitable ”
Jucious

4. Features
•Any form of discontent
•Dissatisfaction must arise out of employment
•Discontent can arise out of real or imaginary
reasons
•Discontent may be voiced or unvoiced
•Grievance is perceived non-fulfillment of one’s
expectation

5. Causes of Grievances
•Economic reasons
•Supervision
•Work group
•Individual advancement

6. Effects of Grievance
1 On production
• Low quantity of production and productivity
• Low quality of production
• Increase in wastage
• Increase in production cost

7. 2 On the employees
• Increased absenteeism and turnover
• Reduced level of commitment, sincerity
and punctuality
• Increased incidence of accidents
• Reduced level of employees morale

8. On the managers
•Strained superior-subordinate relations
•Increased degree of supervision, control
and follow up
•Increased indiscipline cases
•Increased unrest

9. Importance of Grievance Handling
•Grievance seriously disturbs the employees
•First line supervisors may not settled all the
complaints
•Check on the arbitrary actions on
management
•Serves as an outlet for employees frustration
Means of upward communication
•uniformity
•Confidence to the workers

10. The Discovery of Grievance
•Observation
•Grievance procedure
•Gripe boxes
• open-door policy
•Exit interviews
•Opinion-surveys

11. Pre-requisites of a Grievance Procedure
•Conformity with statutory provisions
•Unabiguity
•Simplicity
•Promptness
•Training
•Follow-up

12. Steps in the Grievance Procedure
•Receiving and defining the grievance
•Getting the facts
•Analysing the facts
•Taking an appropriate decision
•Communicating the decision
•Getting the reactions of decision

13. Model Grievance Procedure
• Present grievance to the officer designated by
management –answer with 48 hours
•Present grievance to the head of department-answer
within 72 hours
•Present grievance to the grievance committee-answer
with 7 seven,final decision of the management is
communicated within 3 days after the receipt of the
grievance committee recommendation
Appeal to management-answer within 2 weeks
Refer grievance within 1 week to voluntary
adjudication

14. Some Procedural Matters
•A grievance shall be assumed dispute only
when final decision of the top management is
not acceptable to the worker
•Orders must be compiled before the procedure
is activated
•Right to access any document by workers
representative in grievance committee
•Time limit 72 hours for appeal excluding
holidays

15. •Necessary help by management for smooth
functioning of grievance machinery
•Payment for the time that has spent on the
redress of grievances
•In case of discharge or dismissal the above
procedure does not apply

16. Guidelines for Handling Grievances
•Treat each case important and get the
grievance in writing.
•Talk to the employee directly. Encourage him
to speak the truth . Give him a patient hearing.
•Discuss in a private place.Ensure
confidentiality, If necessary
•Handle each case within timeframe.
•Examine company provisions in each case

17. •Get all related facts about the grievance.
Examine the personal records of the aggrieved
worker.Visit the work area . Find out where
the things have gone wrong and who is at fault.
•Gather the information from the union
representative, what he has to say. Give short
replies uncovering the truth as well as
provisions. Treat him properly.
•Control your emotions, your remarks and
behavior.
•Maintain proper records.