People & workplace Grievance procedure

A clear route from concern to resolution.

Care World’s four-stage procedure gives employees a structured way to raise workplace concerns, seek a fair review, and create a clear record when a matter needs to progress.

Follow the procedure Email a complaint

04: Progressive stages
3 days: Working-day review target
1 record: Carried through the process

Purpose Understanding the concern

What is a grievance?

A grievance is a sense of dissatisfaction or injustice experienced by an employee in a work situation. It may arise from the working relationship between an employee and the employer, or between employees.

Procedure Progressive resolution

Four stages. One continuous record.

Start with direct conversation. Add support and documentation only when the matter remains unresolved.

First conversation

Immediate team leader or manager

Verbal

Tell your team leader or manager about the work-related grievance verbally. If the grievance concerns that person, approach the next level of management.

The manager should

Tell the other party that a grievance has been raised against them.
Listen to the employee privately and encourage an open, free discussion.
Investigate the complaint and share opinions and suggestions.
Gather all material facts and distinguish facts from opinions.
Explain the next stages and the employee’s right to representation if the decision is not accepted.

Supported review

Bring a representative

Supported

Discuss the grievance with your representative, then meet your team leader or manager together.

The manager should make another effort to resolve the grievance within three working days.
The findings and recommendations must be discussed with the employee and recorded.
If the decision remains unacceptable, the procedure moves to Step 3.

Written record

Complete the grievance form

Documented

If you decide to continue, complete the Grievance Form with help from your representative.

Team leader / managerFirst copy

Immediate director / general managerSecond copy

EmployeeRetained copy

Formal review

Investigation and resolution meeting

Investigated

The director or general manager above the team leader or manager must arrange an investigation within three working days.

Who attends

The employee and their representative
The team leader or manager
The director or general manager above them
The Human Resources Manager or Officer, if available

Preferred outcomeReach an agreement

The parties should work to solve the problem, and record any agreement on the Grievance Form.

If still unresolvedMove to dispute procedure

The grievance procedure ends and the dispute procedure begins. Any party may declare a dispute under the dispute-settlement procedure.

At every stage

Keep the process clear, private, and fact-led.

Speak privately

The first conversation should give the employee a private setting to explain the concern openly.

Separate fact from opinion

Decisions should be informed by the material facts gathered during review.

Use representation

An employee may involve a representative as the concern progresses through the procedure.

Need to raise a concern?

Use Care World’s complaints channel.

Share the relevant facts, dates, and people involved. Keep a copy of what you submit for your own record.

complaint@careworld.org.in Contact Care World