Page 200 - DMGT516_LABOUR_LEGISLATIONS

Unit 7: Dispute Resolution and Industrial Harmony

Steps in the Grievance Procedure Notes

1. Identify grievances: Employee dissatisfaction or grievance should be identified by the
management if they are not expressed. If they are ventilated, management has to promptly
acknowledge them.
2. Define correctly: The management has to define the problem properly and accurately after
it is identified/acknowledged.

3. Collect data: Complete information should be collected from all the parties relating to
the grievance. Information should be classified as facts, data, opinions, etc.
4. Prompt redressal: The grievance should be redressed by implementing the solution.

5. Implement and follow up: The Implementation of the solution must be followed up at
every stage in order to ensure effective and speedy implementation.

Model Grievance Procedure

The Model Grievance Procedure suggested by the National Commission on Labour involves six
successive time-bound steps each leading to the next, in case of dissatisfaction. The aggrieved
worker in the first instance will approach the foreman and tells him of his grievances, orally.
The foreman has to redress his grievance and if the worker is not satisfied with this redressal, he
can approach the supervisor. The supervisor has to provide an answer within 48 hours. In the
event of the supervisor not giving an answer or the answer not being acceptable to the worker,
the worker goes to the next step. At this stage, the worker (either alone or accompanied by his
departmental representative) approaches the Head of the Department who has to give an answer
within three days. If the Departmental Head fails to give an answer or if the worker is not
satisfied with his answer, the worker may appeal to the Grievance Committee, consisting of the
representative of the employer and employees. The recommendations of this Committee should
be communicated to the Manager within seven days from the date of the grievance reaching it.
Unanimous decisions, if any, of the committee shall be implemented by the management. If
there is no unanimity, the views of the members of the committee shall be placed before the
manager for his decision. The manager has to take a decision and inform the worker within
three days.
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Caution Procedure Time Frame
Appeal to CMD One week

General Manager 7 days

Grievance Committee (Manager + Union Reps.) 7 days unanimous

HOD 3 days

Supervisor
48 hours
Shop-Floor Foreman

Worker

The worker can make an appeal against the manager's decision and such an appeal has to be
decided within a week. A union official may accompany the worker to the manager for discussion

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