Grievance Process

Policy Owner and Effective Date
People and Culture
Effective Date: 31 July 2024
Version 1

Purpose

The purpose of this grievance process is to ensure that all Workers understand the process for raising a grievance, the roles and responsibilities of those involved and the process for resolution.

Scope

This Policy applies to any person who carries out work in any capacity for TEG including Directors, employees (including casual employees), contractors and labour hire workers, apprentices, trainees and volunteers (Workers).

1. Policy statement

TEG values its workers and aims to promote a healthy, safe and enjoyable workplace built on productive working relationships. However, TEG recognises that Workers may have grievances about matters at work, including about:
  • work relationships;
  • decisions made by other staff members which impact on their work;
  • breach of policy;
  • concerns relating to training and development;
  • concerns relating to remuneration, benefits or entitlements; and
  • unlawful discrimination, harassment and bullying.
  • TEG aims to provide a working environment in which grievances can be addressed and resolved.
This process does not apply to reports about unlawful discrimination, harassment and bullying which are dealt with under the EEO and Respectful Workplace Behaviour Policy and Workers should refer to that policy for information about how to raise a concern in relation to this behaviour. All other grievances will be dealt with under this process. If a Worker has a grievance they should use this process and raise the grievance so that it can be sorted out as quickly as possible. A Worker’s grievance can include any problem, concern, or complaint relating to their work or the work environment. A grievance can be about any act, behaviour, omission, situation or decision impacting on a Worker, which the Worker believes is unfair or unjustified.

2. Principles of the resolution process

It is TEG’s intention that all grievances will be treated in accordance with the following principles:
  • the resolution process is easy to access and understand, and everyone can participate equally. For example, a Worker may require a language interpreter to understand and participate or a person with a disability may need information provided in a specific format;
  • investigations of grievances should, where practicable, be conducted in a timely manner;
  • investigations of grievances should be conducted as confidentially as possible;
  • a person alleged to have acted inappropriately should generally be informed of the allegations and given an opportunity to explain their version of events;
  • no Worker should be victimised or otherwise disadvantaged as a result of raising a grievance or acting as a witness about a grievance; and
  • if a false or malicious grievance is raised, TEG will view this very seriously and the person or persons who made the complaint may be disciplined or have their employment or engagement terminated.

3. How to raise a grievance

If a Worker has a grievance and would like assistance with resolving it, the Worker should:
  • consider whether it is appropriate to raise it directly with the person involved – e.g. by asking them about the reason they have made a particular decision;
  • if the Worker is not comfortable raising it directly with the person involved or has tried this and it has not resolved the matter, raise it with their manager; or
  • if it is not appropriate to raise it with their manager, or the Worker has tried this and it has not resolved the matter, raise it with the relevant manager above their manager or a representative from the People and Culture team.
It is important that a matter raised is related to a specific issue, particular incident(s) or decision(s) that has impacted upon the Worker, rather than being a generalised complaint about a person or a process. A Worker should describe the issue, incident or decision or be able to give examples of the behaviour or pattern of behaviour which is the cause of the problem, concern or complaint and state how that issue, incident, decision or behaviour has affected the Worker. If a Worker feels that they are being victimised or treated adversely because they have raised or propose to raise a grievance or provided information about a grievance the Worker should raise the issue as soon as possible with Group Director, People and Culture or the Senior People and Culture Business Partner. If the issue is about a member of the People and Culture team the Worker should raise it with the Chief Financial Officer.

4. The resolution process

It is TEG’s intention that all grievances will be treated seriously and generally in accordance with this process. As each grievance will differ, TEG will determine the most appropriate method of dealing with the grievance. This may vary depending on the nature of the specific complaint and a number of other factors. For example, following receipt of a grievance, TEG may take the following steps:
  • determine the best method of handling the grievance (which may include a number of possibilities including desktop review, informal or facilitated discussions, mediation or an investigation);
  • advise the Worker of the likely steps that will be undertaken by TEG in relation to the grievance (including anticipated time frames);
  • advise the person(s) who the grievance is about of the existence of the grievance, the nature of the grievance and seek their response;
  • advise both the Worker and the person(s) that the grievance is about of the confidentiality obligations in relation to the grievance;
  • collect any additional information TEG considers necessary to properly review the grievance; and
  • advise both the Worker and the person(s) that the grievance is about, of TEG’s response to the grievance and, if appropriate, any proposed action to be taken.

5. What are the possible outcomes of the grievance process?

There are a range of possible outcomes from the grievance resolution process depending on the nature of the grievance and any findings made. Possible outcomes include (but are not limited to):
  • joint agreement between the parties involved in the grievance to a particular course of action or outcome;
  • training and development;
  • ongoing monitoring;
  • directions or undertakings about conduct in the future;
  • disciplinary action (eg warning or in serious cases termination of employment); or
  • a combination of the above.
A Worker who raises a grievance may have some expectation of the outcome when they first raise the grievance. Generally, the person handling the grievance will ask the Worker what outcome they are seeking. This can assist in handling the grievance e.g. advising a Worker on how realistic their expectations may be or using the proposed outcome as a starting point in the resolution process.

6. Responsibilities

During the resolution process, it is very important that all parties:
  • Act in good faith (i.e. are not misleading or deceptive).
  • Raise concerns or issues as soon as possible.
  • Provide relevant information ahead of when it is needed and as soon as possible so that all information can be carefully considered.
  • Are responsive and communicative.
  • Keep an open mind, listen to each other and be prepared to change opinion about a situation or behaviour.
  • Maintain confidentiality.
  • Treat each other with respect.
If a Worker has any queries about using this grievance process, they should contact their People and Culture Representative.

7. Related documents, forms and tools

EEO, Respectful Workplace Behaviour Policy Employment New Zealand – Resolving Problems Australian Human Rights Commission’s Complaint Process
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