What is a grievance?

A grievance is a formal concern an employee raises about work, management decisions, how policies are applied, or interactions with colleagues. Typical issues include interpretation of employment conditions, pay and benefits, changes to work practices, alleged discrimination, bullying or harassment, health and safety, promotion and grading, and problems with fellow employees.

What is a grievance procedure?

A grievance procedure is a clear, accessible process employees can use to have problems heard and resolved. Its purpose is to ensure fair treatment, consistent application of policies, and a reliable route to escalate unresolved concerns.

Why should every workplace have a grievance policy?

A written policy helps employees understand the correct steps to follow and reassures them they can formally raise concerns about decisions or actions. It also supports a culture of open communication and cooperation so that many misunderstandings can be resolved early and informally.

How do grievances arise in day-to-day work?

• Disputes about terms or interpretation of contracts
• Concerns about pay, benefits, or grading/promotion
• Changes to work practices or duties
• Alleged discrimination, bullying, or harassment
• Health and safety concerns
• Issues with fellow employees or management approach

These themes commonly trigger the need to use the procedure.

How does a grievance procedure work?

Most issues should be addressed informally first, through straightforward conversations with management under an open-door approach. If not resolved, the matter moves to a formal process with defined steps, timeframes and appeal options.

What are the informal steps to handle grievances?

Employees are encouraged to speak with management for information or advice and to try to settle the matter quickly and fairly. This early stage often resolves concerns without the need for a formal complaint.

What are the formal grievance stages?

1. Raise the issue with the Manager: Arrange a meeting and set out the grievance in writing.
2. Right to be accompanied: The employee may bring a colleague of their choice for support.
3. Discussion and timeframe: Discuss the issue in detail and agree a reasonable timeframe for resolution, around one working week is generally reasonable (may vary by severity).
4. Escalation to General Manager: If unsatisfied, or if the grievance concerns the line manager, escalate to the General Manager for a further review and timeframe.
5. Further appeal to a Company Director: If still unresolved, request a meeting with a Company Director for a final internal review and decision.
6. External recourse: If the outcome remains unsatisfactory after internal stages are exhausted, the employee may seek recourse through external bodies.

Who can accompany an employee at grievance meetings?

An employee may be accompanied by a colleague of their choice at meetings to provide support.

How long should a grievance take to resolve?

Timeframes should be reasonable and communicated at each stage. One working week is noted as a typical guideline for many cases, with flexibility depending on the issue.

What happens if the grievance involves the manager?

If the grievance relates to the employee’s direct manager, the employee should bypass the first stage and escalate to the General Manager.

What if I remain unhappy after appeals?

Once the internal process is completed and a final decision is issued, further company appeals are not required; the employee can then consider external options.

Grievance records and communication

Putting the grievance in writing is important. Clear records of meetings, agreed actions and timeframes should be kept to support fair handling and consistent follow-through.

Sample grievance procedure flow in Ireland

• Informal talk

• Written complaint to Manager

• Meeting (with colleague if desired) & timeframe

• Escalate to General Manager if needed

• Appeal to Company Director

• Final internal decision

• External recourse if still unresolved.

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