Group 10

Kumar Gauraw (15) Ajay Gupta (37)

Rajumoni Saikia(48) Tarakeswar Das(49)
 What is Grievance ?
In employment law, “A grievance is a formal, itemized
complaint to management that it has treated one or more
employees unfairly or has violated the contract or
collective bargaining agreement.”

A complaint is a discontent that has not assumed importance.

A complaint becomes grievance when the employee feels that
injustice has been committed & brought to the notice of the management.
Why Grievance Arise?

Employee expectations

Unfulfilled

Dissatisfaction

Grievance
 Causes of Grievance
Poor physical condition of workplace
age fixation Tight production norms
W e
Overtimision Defective tools and equipment
rev Poor quality of material & Unfair rules
Wage
Lack of reorganization etc.

Economic Work Environment

Attitude of the
supervisor:perceived  
notions-bias,
favoritism,regional Supervision
feelings etc.

Work Group Miscellaneous

Unable to adjust with

colleagues, Feelings of Violation of Safety methods
neglect, victimization & Transfer , Fines
humiliation etc. Over stay, Granting leaves
Medical facilities etc.
 NEED FOR GRIEVANCE PROCEDURE
An opportunity to present the problems fearlessly.

Strengthen good IR.

Flaw detection & hence corrective measures.

Maintaining high morale & discipline.

Equal treatment to all & Uniform grievance handling.

Maintain faith & reduce personality conflict of employees.

Chance resolve matters without recourse to legal intervention.

Acts as a defence for organization in case of legal intervention.

BASIC ELEMENT OF GRIEVANCE PROCEDURE
Existence of sound channel.

The procedure should be simple, definite and prompt.

It should be clearly defined.

Helpful attitude of management.

Fact-oriented system.

Respect for decisions.

Adequate publicity.

Periodic Review.
TRADITIONAL GRIEVANCE REDRESSAL SYSTEM

Approaches to
Grievance Handling

Open Door Step Ladder

Policy Policy
 Open Door Policy
Immediate
Supervisor

Grievance Aggrieved
Employee CEO
Committee

 Suitable for Small organizations.

Bigger organizations, top
management are usually busy with
Department other concerned matters.
Head  Suitable for Executives;
Operational employees may
feel shy to go to top management.
 Step Ladder Policy
Aggrieved Employee

Formal written grievance report to

immediate supervisor
Grievance committee/ middle
management (HOD)

Top Management (CEO)

Arbitration
RECENT TRENDS in GRIEVANCE REDRESSAL
 Skip Level Meetings: Meet your boss's boss
When boss doesn’t listen or is at fault, then his
senior might be of help..!!

 CEO Direct: More like a hotline to the CEO.

 Open house: Akin to monthly meetings

Anyone can raise an issue & presence of
Senior Mgmt helps in Prompt solution.

 Gripe Boxes: Anonymous Complaints.

 RECENT TRENDS in GRIEVANCE REDRESSAL
[contd..]
Exit Interview :: To know reasons for Dissatisfaction & Feedback

Separate cell :: For redressal of grievances

Only for Women – A Committee Chaired by Lady
Scheduled Tribe, Scheduled Castes and Backward Class Employees.

Audit :: Conducted on Monthly/ Quaterly basis.

External Audit- By specialists or consultants in personnel management.
Internal Audit- By employees of the personnel department.

Committee systems ::
Area Grievance Redressal Forum (AGREF)
Central Grievance Redressal Forum (CENGREF)
RECENT TRENDS in GRIEVANCE REDRESSAL
[contd..]
 Opinion Survey:: To know reasons for employee dissatisfaction before it
turns into grievance.
Group meetings, periodical interviews with employees, collective
bargaining sessions etc.

 Harnessing New Technology- for Effective Communication::

dissemination of information (nip in bud), Status tracking & time based
resolution of grievance.
Integrated HRIS
Company intranets
E-Newsletters
Company emails
 GRIEVANCE PROCEDURE IN INDIAN INDUSTRY

U S
E
N Work with Grievance T
S Referring T
A L
T Immediate Superior E
I Time limit for M
S answering 48 hrs E
F Department Head N
Time limit for T
I answering 3days
E O
Grievance Committee
D Time limit for F
answering 7 days
Higher Management for Revision G
R
Union may ask I
for voluntary E
W arbitration
Voluntary Arbitration V
O
A
R N
K C
Decision binding on both parties
E E
R
A model for grievance procedure was drawn up, at 16th session of Indian Labour Conference.
 STEPS IN HANDLING GRIEVANCES
 Receive and define the nature of dissatisfaction.
Manner and attitude in which complaint was received
Assessment must be made that the complaint is presented fairly.
Statement and issues must not be pre-judged.
Proper time and attention is given.
 Get the facts
Facts be separated from impressions and opinions.
Consult the policies.
Consult the records.
Analyze and decide.
 Apply the answer.
 Follow-up
 Handling Grievances Effectively
Treat each case as important and get the grievances 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 a time frame.

Refer company Policy in each case. Inform your superior about all grievances.

Get all relevant facts about the grievance; examine the personal records of the aggrieved
worker. See whether any witness are available and visit the work area.

Control your emotions, your remarks and behavior.

Maintain proper records and follow up the action taken in each case .
Thank You !