General principles

We aim to provide equitable, unbiased and fecund work environment for all the employees in our organization. This ‘complaint and grievance policy strives to support the accomplishment of this aim by providing a clear and consistent procedure for addressing and resolving grievances.

The negotiated solutions aim at addressing the crucial matters and making it such that it is acceptable to all the parties involved without assigning blame or discrimination. This policy ensures that the complainants do not suffer any disadvantage for raising grievance has to go through minimum stress while maximum protection is provided for all concerned.

This policy ensures that all the people at our organization comply with the policy and everyone is treated with due respect and dignity while those who not comply with the rules and regulations face disciplinary action.


Grievance: A hardship or wrong suffered (perceived or real) which becomes the basis of complaint.

Complaint: An expression of dissatisfaction, grievance or concern.

Victimize: To oppress or harass a person who has made a complaint, or may make a complaint in future or are the subject of the complaint.

Rights and responsibilities

All persons have the right to:

  • make a complaint at an appropriate level
  • be treated with impartiality and respect have the values of natural justice and routine fairness observed. This means:
    1. complaints must be completely described by the individual with the grievance
    2. the individual regarding whom the complaint ismade should be informed of all the allegations 
    3. the individual against whom the complaint is filed must have a full chance to put forward their take
    4. all parties that are associated to the complaint must be heard
    5. all relevant evidence and required submissions must be considered any irrelevant aspects must be ignored not taken into account
    6. The decision-maker must be just, unbiased fair and impartial

    7. All the parties involved in a grievance should participate completely in the resolution process fairly and in good faith. Confidentiality must be appreciated and maintained at all times, subject to any legal requirements for disclosure and consistent with the principles of natural justice.


    This is a four-level procedure.

    Level 1.

    The employee attempts to resolve the complaint as close to the source as possible, generally by discussing the issue with the person involved. This level is quite informal and verbal. Should the employee not feel confident in discussing the matter, they should proceed immediately to Level 2.

    If the matter is not resolved, proceed to Level 2.

    Level 2.

    The employee informs their manager in a written or verbal regarding the grievance and states the consequence required. Discussion should be held between the relevant parties. This level is usually informal but either party may appeal for a written agreements and statements.

    If the person regarding who the complaint is the employee’s manager then the employee should inform another manager at an appropriate level. Level two should be resolved within one week or it should proceed to Level 3.

    Level 3.

    The matter should be referred to the owner or the business manager. A grievance must be in writing and the manager should forward all additional information. The business manager or owner has to provide written response and also communicates with all relevant parties involved. This level too, must not exceed one week or else it should proceed to Level 4.

    At this stage, the employee is advised of his/her rights to follow the matter of the complaint with external authorities in case they wish to.