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Complaint Process



Every company, regardless of its size and presence of unions, must have certain policies on employee complaints and grievances. It must formulate definite responsibilities of departments of managers, supervisors, and the personnel managers along with others who are involved in handling complaints and grievances.

The complaints procedure is defined as a structured process under which all parties such as the employer, the employee along with the union provide each other with a complaint or a grievance in the hope of its prompt reconcilement. Its aim is to dispose or reduce any grievances against the administration, incomprehension or complaint which can affect the morale of the workers and lead to lower efficiency of work. An effective complaint procedure ensures that the claims of individuals will be fully heard and taken into account. Causes for complaints can be in regards of compensation, working conditions, contract prolongation, and others issues that are related to their work (Smoke, 2005). Complaints are divided into internal complaints, which may come from supervisors, officer complaints about supervisors, civilian individuals who complain about officers and others, and external complaints that may be received from primary, secondary, and anonymous sources (Peak, 2012).

The complaint process usually consists of three steps. The first step involves filing a grievance or complaint with the supervisory authority. Most grievances are settled at this level. In case if employee is not satisfied with the response of the grievance or complaint at the first phase, there comes the second step which is the investigation of the complaint. It usually involves three stages: the background of the grievance, the subject, and the solution or settlement of the grievance or complaint. The background covers any issues regarding previous warnings or advices from the supervisor or any other authorized agency that has led to the complaint. The subject of the complaint discovers the seriousness of the issue and its impact on the employee. The solution or settlement of the grievance or complaint involves finding a reasonable solution for an employee’s complaint.

If the answer is put to a disciplinary case, the employee must be notified about it in the written form. This notice paper must provide the employee with the relevant information about supposedly violations or low productivity and its possible consequences in order to prepare the employee for a disciplinary committee. It is usually advisable to provide a copy of the written proofs, which may include any of the testimonies with the notice paper. The notification should also include detailed information about the time and place for the Disciplinary Commission. It is always necessary to remind the employee about his/her right to be accompanied by the relevant authorities for protection of his/her rights at the meeting.

Every company, regardless of its size and presence of unions, must have certain polices on employee complaints and grievances. It must formulate definite responsibilities of departments of managers, supervisors, and the personnel managers along with others who are involved in handling complaints and grievances.

The complaints procedure is defined as a structured process under which all parties such as the employer, the employee along with the union provide each other with a complaint or a grievance in the hope of its prompt reconcilement. Its aim is to dispose or reduce any grievances against the administration, incomprehension or complaint which can affect the morale of the workers and lead to lower efficiency of work. An effective complaint procedure ensures that the gripes of individuals will be fully heard and taken into account. Causes for complaints can be in regards of compensation, working conditions, contract prolongation, and others issues that are related to their work (Smoke, 2005). Complaints are divided into internal complaints, which may come from supervisors, officer complaints about supervisors, civilian individuals who complain about officers and others, and external complaints that may be received from primary, secondary, and anonymous sources (Peak, 2012).

The complaint process usually consists of three steps. The first step involves filing a grievance or complaint with the supervisory authority. Most grievances are settled at this level. In case an employee is not satisfied with the response of the grievance or complaint at the first phase, there comes the second step which is the investigation of the complaint. It usually involves three stages: the background of the grievance, the subject, and the solution or settlement of the grievance or complaint. The background covers any issues regarding previous warnings or advices from the supervisor or any other authorized agency that has led to the complaint. The subject of the complaint discovers the seriousness of the issue and its impact on the employee. The solution or settlement of the grievance or complaint involves finding a reasonable solution for an employee’s complaint.

If the answer is put to a disciplinary case, the employee must be notified about it in the written form. This notice paper must provide the employee with the relevant information about supposedly violations or low productivity and its possible consequences in order to prepare the employee for a disciplinary committee. It is usually advisable to provide a copy of the written proofs, which may include any of the testimonies with the notice paper. The notification should also include detailed information about the time and place for the Disciplinary Commission. It is always necessary to remind the employee about his/her right to be accompanied by the relevant authorities for protection of his/her rights at the meeting.

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