Good practice: Handling grievances

On this page:
Summary
Case study
Overview
The importance of handling grievances fairly and effectively
Effective handling of grievances
Who should deal with grievances?
The structure of a grievance procedure
The right of appeal
Keeping records
The importance of dealing with grievances promptly
Managers' attitudes to grievances
Training in handling grievances
Reluctance to raise grievances
Handling grievances informally
Handling grievances formally
Carrying out an investigation
Interviewing witnesses
Conducting a grievance hearing
Permitting a companion at a grievance hearing
The outcome of a grievance

Summary

• An effective grievance procedure is important in fostering a culture of fair treatment that encourages commitment and staff retention. (See The importance of handling grievances fairly and effectively)
• A grievance should usually be dealt with by the immediate line manager or supervisor of the employee who raised it. (See Who should deal with grievances?)
• The number of stages in a grievance procedure will depend on the size of the organisation, its management structure and the resources available to it. However, it should include a right of appeal. (See The structure of a grievance procedure and The right of appeal)
• It is important that grievances are dealt with in a timely fashion. (See The importance of dealing with grievances promptly)
• Because some employees may be reluctant to raise grievances, managers should be proactive in asking how employees perceive various workplace issues. (See Reluctance to raise grievances)
• While most grievances can be dealt with informally, employees should have the opportunity to raise a formal grievance if they wish. (See Handling grievances informally and Handling grievances formally)
• Dealing with a grievance may involve carrying out an investigation and interviewing witnesses. (See Carrying out an investigation and Interviewing witnesses)
• A grievance hearing should be conducted fairly and impartially, with the employee given the opportunity to put his or her concerns without interruption. The manager should ensure that feedback on the outcome of the meeting is given to the employee. (See Conducting a grievance hearing, Permitting a companion at a grievance hearing and The outcome of a grievance)

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Overview

This section of the XpertHR good practice manual discusses handling grievances, both formally and informally, and includes information on the structure of a grievance procedure, who should handle grievances, attitudes towards grievances and conducting grievance hearings.