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Employee's grievances (Differences between complaint & grievance…
Employee's grievances
Differences between complaint & grievance
Complaint
is individual/group problem or dissatisfaction that employees can channel upwards to management, including victimization, complaints against supervisor concerned
E.g. Unhappiness with working conditions or on-the-job relationships
Based on employee's assumption of unfair treatment OR employee's perception that they were treated differently
Grievance
is defined as a formal complaint & is work-related & made known to management. It can be made by an individual or collectively
What happen / why companies need to be careful in handling employees grievances?
Employees' morale
productivity
Publicity (employees vocalize the issue on social media platforms which can affect the employers image and branding leading to time-consuming to handle & result in expensive cost)
Time & cost
What causes formal complaint?
Violation of Employment Laws & Regulations
E.g 5 days annual leave only but the Employment Act indicated min. 7 days
Violation in the contract of employment/collective agreement E.g. delay in payment of salary
Violation of work norms & common practices
E.g. change of working arrangement like flexible hours gone
Unfair treatments E.g. inequality in work load or duties
Grievance handling procedure
in a unionized environment on "collective" basis
At each stage, if cannot resolve, it will be escalated upwards till final decision by IAC
Step 1: Complaint submitted to
Supervisor
(with help of Union Steward)
Step 2: Grievance is submitted in writing to
Head of department
with help of union steward
Step 3: Attempts to resolve between HQ Union rep & HR/management
Step 4: Case refer to
MOM
for conciliation/mediation
Step 5: Case refer to
Industrial Arbitration Court
- decision final
Involve only one individual employee/non-unionized company
Step 1: Complaint submitted to Supervisor
Step 2: Grievance is submitted in writing to Head of department / HR
Step 3: Grievance escalated to Management
Step 4: Case refer to
TADM
Mediation & conciliation
Step 5: Case to be heard at
Employment Claims Tribunal Court (ECT)
If the company is unionized, union steward/representative can help the aggrieved employee in the process. However,
NO
representation will be allowed at ECT