Conflict at work? Here's your guide to the workplace grievance procedure

Conflict is a fact of life in any workplace. At some point in your professional life, you're likely to face a workplace grievance — whether it's harassment from colleagues, pay issues, or unfair treatment.

What can you do when conflict arises? That's when your company's workplace grievance procedure comes into play. Most organisations have formal grievance procedures in place to address employee concerns and resolve disputes. Ideally, this grievance procedure should give you a voice and ensure your rights are protected.

Here's your guide to the basics of a workplace grievance procedure. We'll walk you through how to file a formal grievance, and what to expect throughout the investigation.

• What is a grievance procedure
• How to file a formal grievance procedure
• Standing up for yourself at work
• FAQs

What is a grievance procedure?

Think of a grievance procedure as a roadmap for employees to navigate and resolve workplace issues. It's a formal complaint process that provides a structured way to manage workplace conflicts.

A fair grievance procedure ensures that everyone is heard and treated equally. By having a clear, accessible process in place, organisations signal their dedication to an inclusive work environment where each employee is valued and respected.

You can file a grievance if:

• You have raised your complaint informally with no results
• You don't want to deal with your concern informally and prefer going through formal channels
• Your complaint involves serious issues such as sexual harassment or whistleblowing

How to file a formal grievance procedure

While every organisation will have its own process for workplace grievances, there are key steps to follow. Here's a step-by-step guide to what you can expect from a workplace grievance procedure:

Step 1: Have an informal meeting with your manager

When you have a workplace issue, your manager should be your first line of support. It's an opportunity to communicate your complaints and see if you can find a solution without escalating things.

Schedule a one-on-one meeting with your manager and lay out the facts of your complaint. Keep things polite and professional — while it's good to express your feelings, avoid making jabs or accusations.

Sometimes, this open communication is all it takes to work out a resolution. For instance, if your concern is about an unreasonable workload, your manager may agree to officially reduce your work volume.

But sometimes, the informal route gets you nowhere. In this case, you can choose to escalate the situation and file a formal grievance.

Step 2: File a formal grievance in writing

Before starting the process, familiarise yourself with your organisation's grievance procedure. You can consult your HR department or employee handbook for the specific steps to follow when filing a written complaint or filling out a grievance form. It's important to know the policy so you can follow the proper channels and meet any deadlines.

When writing a formal grievance letter, here's what you typically need to include:

1. A concise statement of your grievance: State your concern and explain how it has impacted you.
2. Date, time, and location: Document the events or behaviours that led to your grievance. You should note the dates, times, locations, and individuals involved.
3. Concrete evidence: If you've got the receipts — like emails, messages, or performance reviews — attach them to your letter. These can serve as valuable evidence when presenting your case.
4. Identification of witnesses: If there were any witnesses to the incidents or behaviours related to your grievance, identify them in your letter. Provide their names, contact information, and a brief statement of what they observed.
5. Your ideal resolution: Finish strong by stating the outcomes you want to see. Whether it's an apology, a policy change, or compensation, be clear and reasonable in your request.

When writing your grievance letter, keep it neutral and polite. Here are some grievance letter templates and examples to help you communicate your grievance professionally:

Grievance letter template

Dear [HR manager's name],

I hope this message finds you well. I am writing to formally lodge a grievance concerning [brief description of the issue].

The incident(s) in question occurred on [date(s)] at [time(s)] and involved [person/people involved].

[Provide a detailed account of the incident(s), including specific actions, conversations, or behaviours of concern.]

This situation has significantly affected [explain how it has impacted you, your work, or your rights]. As a result, [describe any consequences you have faced, such as stress, reduced productivity, or a hostile work environment].

To address this issue, I propose the following resolution(s): [suggest a specific course of action or remedy that you believe would resolve the matter].

I would appreciate the opportunity to discuss this grievance further at your earliest convenience. Please let me know a suitable time for a meeting.

Thank you for your time and consideration.

Sincerely,

[Your name]

Grievance letter example: Workplace harassment

Dear Mr Khalid Mohammed,

I hope this email finds you well.

I am writing to formally file a grievance concerning harassment by my colleague, Simon Goh. The incidents in question have occurred on multiple occasions, most notably on May 15, 2024, at around 3pm, and again on May 20, 2024, at around 11am.

On May 15, Simon made several inappropriate comments about my appearance in the pantry, which made me feel extremely uncomfortable. Despite my request for him to stop, he continued to make these remarks. This incident was witnessed by another colleague, Farah Natasya.

During a team meeting on May 20, he interrupted me several times with derogatory comments about my work. His comments undermined my contributions in front of our colleagues.

This situation has significantly affected my well-being and ability to perform my duties effectively. The harassment has caused me considerable stress and anxiety, leading to a decline in my productivity due to a hostile work environment.

To address this issue, I wish to request the following resolutions:

1. A formal investigation into Simon's inappropriate behaviour.
2. Implementation of harassment prevention training for all employees.
3. The company's assurance of a safe and respectful work environment moving forward.

I would appreciate the opportunity to discuss this grievance further at your earliest convenience. Please let me know a suitable time for a meeting.

Thank you for your attention to this important matter.

Sincerely,

Cheryl Lim

Grievance letter example: Withheld leave benefits

Dear Ms. Mary Tan,

I hope this letter finds you well. I am writing to you to formally lodge a grievance concerning the withholding of my leave benefits by my direct supervisor, Mr. Abdul Aziz.

On 30 April 2024, I submitted a formal request for annual leave between June 1 to June 10. This was well within the advance notice period of two weeks required by company policy.

However, my request was denied by my supervisor without providing a valid reason. On May 10, I approached him again to discuss the matter, but he refused to reconsider. He suggested that my leave would "disrupt team operations," despite other team members being available to cover my duties.

This situation has significantly affected my morale and trust in the fair application of company policies. The withholding of my leave benefits has caused me considerable stress, as it impacts my ability to attend to personal matters that require my immediate attention.

To address this issue, I would like to request the following resolutions:

1. Approval of my original leave request for June 1 to June 10, 2024.
2. A review of the company process for leave request approvals to ensure fairness and transparency.
3. Assurance that future leave requests will be handled in line with company policy without bias or undue delay.

I would appreciate the opportunity to discuss my concerns further. Let me know when a meeting might be convenient for you.

Thank you for your attention to this matter.

Sincerely,

Alex Ong

Step 3: Evaluation of the grievance

Once you've formally filed your grievance, a designated department will assess it. This usually means your HR department or a dedicated grievance committee.

The HR department may evaluate your evidence to figure out if there has indeed been a breach of company policy. They'll also take into account any laws or regulations that are relevant to your grievance.

Your grievance may be dismissed if it falls outside company policy, or if the HR department has judged that it lacks merit. However, if your grievance is found to be valid, a formal investigation will be launched.

Step 4: Conducting a formal investigation

During the formal investigation, the HR department or grievance committee will gather all evidence linked to the grievance.

Depending on what your grievance relates to, your HR department or grievance committee may conduct a grievance hearing to take statements from you, the colleagues involved, and any witnesses. This ensures that they gain an unbiased view of the situation.

During this sensitive process, stay focused and professional. Maintaining confidentiality is important — avoid gossiping about the details even with your trusted work friends. Your company also has a responsibility to safeguard confidentiality on your behalf.

If the investigation seems to be taking a while, you can politely request a clear timeline. Once all the pieces are in place, your HR department or grievance committee will likely compile their findings in a comprehensive report.

Step 5: Reaching a resolution

Finally, it's time to come to a resolution. Your HR department or grievance committee will notify you of the grievance outcome and propose a solution.

This may include mediation between you and the other parties, disciplinary action, or reaching a mutual agreement. If you aren't happy with your employer's decision, you may be able to submit an appeal.

Whatever happens, remember to keep a record of everything that happens and any resolutions that are agreed upon. Having things in writing will be your safety net if issues pop up again down the road.

Standing up for yourself at work

Sometimes, you may not be satisfied with the outcome of your company's grievance procedures. If so, you can opt to undergo mediation or arbitration with an independent party, such as a union representative. You may also escalate the case to Malaysia's Department of Labour (Jabatan Tenaga Kerja) or the Department of Industrial Relations (Jabatan Perhubungan Perusahaan).

Corporate life isn't always smooth sailing, and you'll run into conflicts at times. By understanding workplace grievance procedures, you'll be able to stand up for yourself and reach a fair resolution.

FAQs

1. What is a workplace grievance procedure?
   ⁠It's a formal procedure that provides a structured way to manage workplace conflicts. It offers employees an official route to navigate and resolve workplace issues.
2. What are the steps of a grievance procedure?
   ⁠While every company will have its own process for workplace grievances, you can expect certain key steps: filing a formal grievance letter, evaluation of your grievance by the HR department or grievance committee, opening a formal investigation into the details of your grievance, and reaching a resolution.
3. What's a good example of a grievance?
   ⁠Common examples of workplace grievances include:
   ⁠Discrimination: An employee feels they are being unfairly passed over for promotions due to racial discrimination.
   ⁠Harassment or workplace bullying: An employee faces repeated inappropriate jokes and comments by a colleague, beyond the bounds of reasonable behaviour.
   ⁠Pay disputes: An employee hasn't received their overtime pay for several months, despite working approved extra hours.
   ⁠Unsafe conditions: An employee reports that faulty equipment puts them at risk of injury. However, the company fails to repair or replace it.
   ⁠Retaliation: After reporting a safety violation, an employee receives a negative performance review and is excluded from important meetings.
4. Can a grievance turn into disciplinary action?
   ⁠Yes, a grievance can lead to disciplinary action if the investigation finds that an employee did something wrong or broke company rules. The company might give a warning, suspend, or even fire the employee, depending on how serious the issue is.
5. How long does the grievance process take?
   ⁠How long the workplace grievance process takes can vary from a few weeks to a few months. It depends on how complex the problem is as well as the company processes of the company. Generally, employers want to resolve grievances fast but may take longer to ensure it's a full and fair procedure.
6. Where do employees file grievances?
   ⁠You can consult your HR department or employee handbook to find out where you should file a grievance.