Looking After Your Employees Includes Having a Policy Covering
Grievance Procedures

You do not expect complaints from your employees, but you need to have a procedure set up in case you do – and the employee should know what that procedure is. Somehow this seems against what a HBB is all about i.e. the workers become a part of the family. But even families squabble and you need to be prepared.

Make sure you know what the award payment is; in Australia you don’t have to follow this Award if you have a Workplace Agreement in place BUT this agreement must guarantee the same minimum conditions as the award, but it can add extra benefits.

A grievance procedure is an outline of steps that your company follows in order to deal with arising conflicts where one or more parties have made a formal complaint. Your procedure aims to facilitate the dealing with, and settling of arising grievances. Employees must be aware why it is in place and it is vital that staff feel confident if they notify you, that their comments will be taken seriously.

Be aware that varying factors can complicate the process, depending on the type of grievance, the people involved, workplace culture and the competencies of those who are responsible for resolving the situation. However, the three basic stages in a grievance resolution procedure are:

1. Notification:

• What steps can an employee take to notify a manager of a particular problem?

2. Information Gathering:

• The supervisor/manager (or you) must find out all of the information pertaining to the grievance. Using the following grievance map to obtain information can be helpful: People; Responsibilities; Issues; Me; Others.
• You may need to interview each party as well as others who are able to provide more information surrounding the grievance.
• Ensure you are unbiased with all parties involved – be respectful.

3. Problem Solving:

• Ascertain the issues and what is required.
• Develop probable/acceptable solutions; you may need to obtain feedback from others. Don’t hold back – get as many different opinions as possible.
• Choose a solution which you believe would best fit the needs of all parties and get their opinions and feedback on your choice. It is important to discuss it with them, as ultimately you need their commitment to ensure that the resolution works. If not, provide various options and strategies until you reach a decision that is achievable and acceptable by all parties concerned.
• Execute the solution; develop relevant steps and an appropriate timeframe for these steps to be implemented.
• Closely monitor the process to ensure that all parties are maintaining their commitment to the solution.