3. GRIEVANCE
 An official statement of a complaint over something
believed to be wrong or unfair..
 Dissatisfaction of any state or feeling of discontent.
 Dissatisfaction orally made known by one employee to
another is a complaint.
 A complaint becomes grievance when brought to be
notice of the management.

4. GRIEVANCE
DEFINITION:
According to FILLIPO, “ The term would include
any discontent and dissatisfaction that affects
organizational performance. It can either stated or
unvoiced, written or oral”.
Grievance generally gives rise to unhappiness ,
frustration , indifference, discontent poor morale and
poor efficiency.
“THAT IS CHANGE IN ATTITUDE, PERCEPTION AND
BEHAVIOUR”.

5. Characteristics of grievance
handling:
 It may be unvoiced or expressly stated.
 It may be written or oral.
 It may be valid , untrue or false.
 It may relate to the organizational work.
 An employee may feel an injustice has been done.
 It may affect the performance of work.

6. GRIEVANCE PROCEDURES:

8. Basic element of grievance
procedure:
 Existence of sound channel
 The procedure should be simple, difinite and prompt.
 It should be clearly defined.
 Helpful attitude of management.
 Fact oriented system.
 Respect for decisions.
 Adequate publicity.
 Periodic review.

9. Need for grievance procedure:
 Identification and analysis of grievance in nature.
 Helps at formulating and implementing the policies
and programs
 It is problem solving , dispute settling mechanism.
 Strengthen good industrial relationship.
 It detects the flaws in working conditions and helps to
take corrective measures.
 Build good morale , maintains code of discipline.

10.  Brings uniformity in handling grievances.
 It develops faith of employees.
 Reduces personality conflicts.
 It acts as a pressure value.
 Provides judicial protection to the employees.

11. Types:
 Individual grievance:
 An individual grievance is a 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.
 Examples of this type of grievance include: discipline,
demotion, classification disputes, denial of benefits,

12.  Group grievance:
A group grievance is a complaint by a group of
individuals, for example, a department or a shift that
has been affected the same way and at the same time
by an action taken by management.
 Policy grievance:
A policy grievance is a complaint by the union
that an action of management (or its failure or refusal
to act) is a violation of the agreement that could affect
all who are covered by the agreement

13.  Union grievance:
A union grievance may involve a dispute arising
directly between the parties to the collective
agreement

15. Methods of knowing grievance:
1. Direct observation.
2. Suggestion boxes.
3. Open door policy.
4. Exit interview.
5. Questionnaire or interviewing method

18. Grievance redressal procedure
 Enables the parties to resolve differences in peaceful
orderly and expeditions manner.
enables the parties to investigate and discuss the
problem.
1. open door policy
2. step ladder type
3. grievance handling committee

21. Nature of grievance that fall for
redressal under grievance procedure:
complaints affecting one or more individual
workers in respect of their wage, payment of overtime,
bonus, railway fair, leave, transfer, promotions,
increments, etc..
there are difference stages for redressal of
grievances., that is.,

22.  First stage is.,
Employee shall represent his grievance either in
person or in writing to the welfare offices or any other
officer in the department
(the higher officer should be sent to the
worker under the signature of the manager/HOD with
in 10 days..)
 Second stage is.,
(area level) forward grievance to the grievance
committee constituted at area level. Which consists of
1. G.M of the area, 2.Manager /HOD
3.area personnel dept – head.

23.  Third stage is.,
(appellate authority – corporate level) if the
employee is not satisfied with the reply given by the
grievance committee at area level , he can represent
the matter to the director at corporate level.