Grievance Policy

1. Purpose

The purpose of this Grievance Policy is to provide members, employees, volunteers, and other relevant stakeholders with a clear and fair process for raising concerns, complaints, or grievances.

The policy aims to ensure that grievances are handled promptly, respectfully, consistently, confidentially, and in accordance with the organisation’s governing documents and applicable policies.

2. Scope

This policy applies to all members, employees, volunteers, committee members, directors, officers, and other individuals participating in or representing the organisation, where applicable.

A grievance may relate to conduct, decisions, treatment, organisational processes, workplace or membership matters, or other concerns arising from an individual’s interaction with the organisation.

3. What Is a Grievance?

A grievance is a formal expression of concern or dissatisfaction regarding a matter that an individual believes requires attention, review, or resolution by the organisation.

Examples of matters that may be raised as a grievance include:

Unfair or inconsistent treatment.
Breaches of organisational policies or procedures.
Concerns regarding the conduct of another member, employee, volunteer, or representative.
Disputes relating to organisational decisions.
Concerns regarding discrimination, harassment, bullying, or inappropriate conduct.
Failure to follow established procedures.
Concerns regarding membership or participation.
Other matters that materially affect an individual’s rights, responsibilities, or relationship with the organisation.

4. Informal Resolution

Where appropriate, individuals are encouraged to attempt to resolve concerns informally before submitting a formal grievance.

An informal resolution may involve:

Discussing the concern directly with the person involved.
Seeking assistance from a supervisor, committee member, or designated representative.
Clarifying misunderstandings.
Agreeing on appropriate corrective action.

Informal resolution is not required where the matter is serious, sensitive, involves a conflict of interest, or where the individual does not feel comfortable raising the matter informally.

5. Formal Grievance Procedure

Where a matter cannot be resolved informally, or where a formal grievance is appropriate, the individual may submit a written grievance to the designated person or department.

The grievance should, where possible, include:

The name and contact details of the person submitting the grievance.
A clear description of the concern.
The date, location, and circumstances of the incident or matter.
The names of relevant individuals involved.
Any supporting documentation or evidence.
Details of any steps already taken to resolve the matter.
The outcome or resolution being requested.

6. Acknowledgement of Grievance

The organisation will acknowledge receipt of a formal grievance within a reasonable period.

The person responsible for handling the grievance will determine whether additional information or documentation is required before the matter can be reviewed.

Where appropriate, the organisation may also advise the person submitting the grievance of the expected process and timeframe.

7. Investigation and Review

Grievances will be reviewed objectively and, where necessary, investigated by an appropriate person or committee.

The investigation may include:

Reviewing relevant documents and records.
Speaking with the person who submitted the grievance.
Providing relevant individuals with an opportunity to respond.
Interviewing witnesses where appropriate.
Reviewing applicable policies, procedures, agreements, or governing documents.
Considering other relevant information.

Individuals involved in a grievance are expected to cooperate with the process and provide accurate information.

8. Confidentiality

Grievances will be handled as confidentially as reasonably possible.

Information will only be shared with individuals who require it for the purpose of assessing, investigating, resolving, or administering the grievance.

Confidentiality does not prevent the organisation from taking appropriate action where disclosure is required by law, necessary to protect individuals, or required to properly investigate or resolve the matter.

9. Conflicts of Interest

Any person involved in receiving, reviewing, investigating, or deciding a grievance must disclose any actual, potential, or perceived conflict of interest.

Where a conflict exists, the organisation may appoint another suitably authorised person or committee to handle the matter.

10. Outcome of a Grievance

Once the grievance has been reviewed or investigated, the organisation will determine an appropriate outcome based on the available information and applicable policies.

Possible outcomes may include:

No further action.
Clarification or correction of information.
Mediation or facilitated discussion.
Corrective or preventative action.
Changes to organisational processes or procedures.
Referral to a disciplinary or other formal process.
Other appropriate action within the organisation’s authority.

Where appropriate, the person who submitted the grievance will be informed of the outcome and any action relevant to them.

11. Right to Appeal or Request a Review

Where an appeal or review process is available, an individual may request a review of the outcome of their grievance.

An appeal should normally:

Be submitted in writing.
Identify the decision being appealed.
Clearly explain the grounds for the appeal.
Include any relevant new information or supporting documentation.
Be submitted within the applicable timeframe.

An appeal should, where reasonably possible, be reviewed by a person or body that was not responsible for the original decision.

12. Protection from Retaliation

No individual should be subjected to retaliation, intimidation, harassment, victimisation, or adverse treatment for raising a genuine grievance or participating in a grievance process in good faith.

Any allegation of retaliation may be addressed as a separate matter under the organisation’s applicable policies and procedures.

13. False or Malicious Complaints

The organisation recognises that grievances may sometimes arise from misunderstandings or incomplete information.

However, knowingly submitting false, deliberately misleading, or malicious allegations may constitute misconduct and may be addressed under the organisation’s applicable disciplinary procedures.

A grievance should not be considered malicious merely because it is not upheld.

14. Recordkeeping

The organisation will maintain appropriate records of grievances, investigations, outcomes, and appeals in accordance with its recordkeeping and privacy requirements.

Records will be stored securely and access will be limited to authorised individuals.

15. Responsibilities of the Organisation

The organisation is responsible for:

Providing an accessible process for raising grievances.
Treating grievances seriously and respectfully.
Handling grievances fairly and consistently.
Maintaining appropriate confidentiality.
Avoiding conflicts of interest in the grievance process.
Taking reasonable steps to investigate matters where necessary.
Communicating outcomes where appropriate.
Taking corrective action where required.

16. Responsibilities of Individuals

Individuals raising or participating in a grievance are expected to:

Provide truthful and accurate information.
Treat all parties respectfully.
Maintain appropriate confidentiality.
Cooperate with reasonable requests during the process.
Avoid retaliation or interference with the grievance process.
Provide relevant information and documentation when requested.

17. Related Policies

This policy should be read together with the organisation’s:

Constitution and/or Bylaws
Member in Good Standing Policy
Code of Conduct
Ethics Policy
Disciplinary Policy
Complaints Policy
Appeals and Review Policy
Conflict of Interest Policy
Anti-Harassment and Anti-Bullying Policy
Membership Policy
Privacy and Data Protection Policy
Whistleblower Policy, where applicable

18. Policy Review

This policy will be reviewed periodically to ensure that it remains effective, relevant, and consistent with the organisation’s governing documents, internal procedures, and applicable requirements.

Policy Owner: [Organisation/Department Name]
Effective Date: [Date]
Last Reviewed: [Date]
Next Review Date: [Date]
Version: [Version Number]