Effective Grievance Handling: The Ultimate Guide for Employers

In 2023, 16 employees of “The Tonight Show” filed grievances claiming that the show’s working environment was hostile and, in some cases, damaging to their mental health.NBC, the show’s host network, issued a statement, saying, “We are incredibly proud of The Tonight Show, and providing a respectful working environment is a top priority. As in any workplace, we have had employees raise issues; those have been investigated and action has been taken where appropriate. As is always the case, we encourage employees who feel they have experienced or observed behavior inconsistent with our policies to report their concerns so that we may address them accordingly.” In this case, NBC was smart to investigate the employees’ concerns quickly and encourage a culture where speaking up about concerns feels safe.When an employee raises a real concern in your organization, don’t brush it off as just another complaint. Addressing employee grievances quickly, respectfully and consistently protects both your employees and your company’s reputation.So, what are the steps of a grievance procedure? Read on for a thorough grievance handling guide.

What is an Employee Grievance?

The definition of an employee grievance varies depending on what resource you consult. According to PlusHR, “grievances are concerns, problems, or complaints that employees raise with their employers.”The Society for Human Resource Management defines it further, saying a grievance is “a claim by an employee that he or she is adversely affected by the misinterpretation or misapplication of a written company policy or collectively bargained agreement.”In essence, a grievance is any work-related complaint or concern an employee raises with their employer with the hopes of resolving the issue.

Types of Employee Grievances

Grievance handling in the workplace means addressing a wide range of issues. Employees may file grievances concerning:

• Compensation and benefits (e.g., pay equity, salary that doesn’t match responsibility)
• Terms and conditions of employment (e.g., expected hours of work or assigned tasks not accurately represented in contract)
• Employment and personnel policies (e.g., hiring procedures, merit-based bonus structures)
• Workload and work distribution (e.g., unfair distribution of work, no overtime pay for extra hours)
• Management-employee relations (e.g., no communication access to management, no transparency
• Health and safety concerns (e.g., malfunctioning equipment, poor lighting in workspace)
• Bullying, harassment, or discrimination (e.g., coworker stalking, hazing rituals, workplace violence)
• Organizational changes (e.g., moved to new department or role without consent)
• New workplace conditions (e.g., office moved to an inaccessible location, new office building contains allergens)

Because grievance handling covers such a variety of concerns and complaints, having a streamlined management process is essential. With strong policies and procedures and an effective case management solution, you can easily handle grievances for any size of company.

Writing Strong Policies and Procedures

Before an issue arises, make sure that you have clear grievance handling policies and procedures in place. These documents let employees know what to expect when they file a grievance. In addition, they protect your organization should the employee file a lawsuit.Your grievance handling policy should include:

• Your organization’s definition of a grievance with examples
• Scope of the policy
• Employees’ rights (to be accompanied/represented during the process, to appeal decisions
• Your obligations as an employer

Grievance handling procedures should list processes for:

• Filing a grievance
• Investigating a grievance
• Grievance resolution meetings
• Appeals

A strong grievance handling policy can streamline your grievance management as well as protect your company in the wake of a lawsuit.