2. Grievance
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
termination of service.
Again a grievance as a complaint of one or more
citizens who did not get his/her service in due time.
Or may be in due time but that is not effective or
efficient or satisfactory.
3. Dissatisfaction :Anything that disturbs an employee,
whether or not the unrest is expressed in words.
Complaint : A spoken or written dissatisfaction brought
to the attention of the supervisor or the Shop Steward
( In – Charge ).
Grievance : A complaint that has been formally
presented to a Management Representative or to a
Union Official
4. A grievance is a formal dispute between an employee &
management on the conditions of employment.
Grievances are complaints that have been formally
registered in accordance with the grievance procedure.
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.
5. Dissatisfaction must arise out of employment & not due to
personal reasons.
The discontentment can arise out of real or imaginary
reasons.
The discontent may be voiced or unvoiced but it must
expression in some form.
Broadly speaking a grievance is noticeable & traceable to
real or perceived non fulfillment of one’s expectations.
6. Reasons of Grievances
1. ECONOMIC
2. WORK ENVIRONMENT
3. SUPERVISION
4. WORK GROUP
5. MISCELLANEOUS
7. Human Aspects
1. Work Environment : Light , space ,heat.
2. Use of equipment : Tools / Poor Maintenance
3. Supervisory Practices
4. Personality clashes
5. Managers’ Behavior
6. Problems with pay / allowances
7. Perceived inequalities in treatment : Pay,
appeals against performance related awards.
8. 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.
Group Grievance: A small number of employees are
concerned.
Examples: discipline, demotion, classification
disputes, denial of benefits, etc.
9. EFFECT OF GRIEVANCES
1. On Production : Low quality of production ,Low
productivity , Increase in wastage , Increase in cost of
production
2. On Employees : Increased absenteeism , Reduction in level
of commitment , Increase in accidents , Reduced level of
employee morale
3. On Managers : Strained superior – subordinate relations ,
Need for increased supervision/control & follow up Increase
in unrest ,thereby machinery to maintain industrial peace.
10. 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.
11. 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 of dissatisfaction.
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.
12. Key Features of Grievance
Redressed Procedure
1. FAIRNESS.
2. FACILITIES FOR REPRESENTATION.
3. PROCEDURAL STEPS.
4. PROMPTNESS.
14. Economic
.
Wage fixation, wage computation, overtime, bonus
.
Employees feel they are getting less than what they ought
to get
Working Environment
Poor working conditions, defective equipment and
machinery, tools, materials.
.
15. Effects of Grievance
a. Loss of interest in work and 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 of accidents
g. Indiscipline
16. Highlights of Mechanism
Online Receipt of grievances
Online receipt of grievances by Ministry/Department lodged through Internet by citizens.
Lodging of grievances in the system received locally in respective offices of Ministry/Department/
Organization.
Online Forwarding of grievances to subordinate organizations.
SMS Alerts to citizens at different stages
Citizen can view the status at any point of time
E-mail & SMS alert to the citizen as soon as a complaint is lodged.
SMS alert to Secretary of Ministry/ Department regarding Pendency and rate of Disposal
Various Monitoring reports at all levels
Attachment of documents while lodging the grievance
Attachment of supporting documents while sending the ATR to the higher authority
17. Informal Grievance Redressal Procedure
More than half of the employees interviewed said that the
informal method of resolving grievances by way of oral
consultants with their superiors is a much better and less
complicated method to undertake.
The aggrieved employee can directly approach his shift in-
charge or the section head (in case of a major grievance)
engage into a direct consultation and have his grievance
resolved amicably in stage I itself.
18. Civil Society Monitoring for Improved
Service Provision: Bangalore
Source : Public Affairs Center, India
