grievancemanagement
Grievance management is the organized process by which organizations handle complaints from employees, customers, or other stakeholders about workplace conditions, policies, or service delivery. It aims for timely, fair, and consistent resolution while protecting participants from retaliation and ensuring compliance with applicable laws. A typical program combines policy development, clear reporting channels, a structured investigation, resolution, and ongoing monitoring, all supported by record-keeping and performance reporting.
The scope covers a range of issues, including discrimination, harassment, safety concerns, pay and benefits disputes,
Process and governance usually follow defined stages: intake or reporting, acknowledgement and triage, fact-finding and evidence
Tools and metrics support effectiveness, often via case management software, audits, and dashboards. Common metrics include