Difference between Complaint and Grievance

Complaints and Grievances are both vital channels for employees to voice their concerns and highlight issues that may need to be addressed in the workplace, and employers and organizations should have procedures in place to resolve them fairly and swiftly. Complaints may be less formal and focus more on fixing an individual’s issue, whereas grievances are often concerned with ensuring fair and equal treatment of employees in the workplace. Complaints are frequently individual-focused and may not follow a set procedure, but grievances are generally more official and may include an inquiry.

What is Complaint?

The complaint is an oral or written message of displeasure that may be caused by improper or unprofessional behavior, unlawful harassment, health and safety concerns, organizational policy or decision, or interpersonal disputes. It is a technique to speak out or fight back against mistreatment. The complaint might be directed against the superior, the work environment, a coworker, machines or equipment, the canteen, the timing, the workload, and so on. Although complaints may appear a nuisance, they serve as early warning signs that something is wrong in the workplace. They can alert you to new or developing issues before they escalate into complaints. The best method to handle complaints is to listen carefully, take notes on the facts, ask other employees about their perspectives on the situation, and take the necessary actions to resolve it. It is also required to keep the staff informed about the status of the situation.

Key Features of Complaint:

• A complaint is a communication that indicates displeasure or disagreement with a circumstance, action, or choice.
• A complaint is detailed and describes the problem, including the date, time, place, and people involved.
• A complaint can be sent in a variety of ways, including in person, by email, phone, or written letter.
• A complaint may necessitate follow-up action to ensure that the issue is remedied to the individual’s satisfaction.

What is Grievance?

Any unfair or incorrect behavior, treatment, regulation, or condition that the management of the organization can change is considered a grievance. Any kind of complaint that is formally filed with the relevant authorities and requested to be addressed is a grievance. It could address issues that arise for the staff members while they work there. It should be mentioned that grievances should not include complaints about harassment, discrimination, or misconduct because those kinds of complaints are handled through different channels. Furthermore, a grievance is personal to the individual; but, if many employees file the same grievance and the trade union takes up the matter, it becomes contentious. Grievance needs to be settled right away; else, time will be wasted, work will be of low quality, subordination will occur, customer service will be subpar, resistance to change will occur, labor unrest will occur, etc.

Key Features of Grievance:

• A grievance is a formal complaint submitted by an employee or group of employees against an employer or organization, and it usually follows a set procedure stated in an employment contract, collective bargaining agreement, or employee handbook.
• A grievance is usually precise in nature, addressing a specific issue or concern that an employee or group of employees has with their employer or organization.
• The purpose of a grievance is to remedy the issue or concern stated while also ensuring fair and equal treatment of employees in the workplace.
• A grievance frequently requires a formal inquiry by the employer or organization to evaluate the legitimacy of the complaint and devise a settlement.

Difference between Complaint and Grievance

Basis	Complaint	Grievance
Meaning	A complaint is a statement of grievance that is directed toward the immediate supervisor.	A grievance refers to any disagreement or complaint raised by an employee on an event, choice, or matter between the employer and employee that negatively impacts the employee’s performance.
Purpose	Complaints may or may not be formal, and they can be raised by both represented and unrepresented employees.	Grievances are typically more formal and are often part of a structured process outlined in labor agreements or employment contracts.
Focus	Person-based, but they can also pertain to broader issues such as workplace policies or practices.	Grievances often focus on issues affecting a group of employees or involve violations of collective bargaining agreements.
Resolution	Addressing the problem or worry of the individual is the main goal of resolution.	The goal of resolution is to guarantee that workers receive fair and equal treatment at work.
Confidentiality	Generally not kept confidential.	Kept confidential.
Time Frame	Specific deadlines may or may not be followed.	Specific deadlines are followed follow.
Who Files it?	The individual who voices their concerns about unfairness or unjust treatment—the complainant—files a complaint.	On the other hand, the party who feels wronged or treated unfairly, or the aggrieved party, may seek redressal.
Issue	Complaints frequently center around matters impacting a cohort of workers or entail breaches of collective bargaining agreements.	On the contrary, the grievance is generally raised for substantial matters, notably those involving a breach of the rules of the collective bargaining agreement.

Conclusion

Every business has a different process in place for handling employee complaints and grievances, but the best process has the following elements: impartiality, facilities for representation, procedural procedures, and promptness. A grievance is a formal complaint made by an employee or group of employees against an employer or organization. A complaint is an oral or written statement of displeasure. While grievances are usually more official and follow a defined process that may entail an investigation, complaints are frequently more focused on the individual and may not follow a set procedure. Employees may register both grievances and complaints, which may result in inquiries and decisions as well as negatively affect workplace morale if not handled appropriately.

Complaint and Grievance- FAQs

What are the similarities between a complaint and a grievance?

• Both are displays of dissatisfaction.
• Employees may register both grievances and complaints.
• Both can either be verbally or in writing.
• Both have the potential to spark inquiries.
• Both may have an effect on employee morale at work.

What is the reason for the complaint?

The reasons for complains can be:

• Inadequate client support
• Misunderstanding
• Problems with the product or service
• Conflict between people
• environmental elements

What are the reasons for the grievance?

The reasons for a grievance can be:

• Discrimination
• Harassment at Work
• Injustice
• Conflicts over wages and benefits
• Unfair working conditions

What are some common types of complaints?

• Client complaints
• Legal complaints
• Public complaints
• Health and safety complaints
• Service Complaints
• Policy Complaints

What are some common types of grievances?

• Grievances related to discrimination
• Grievances pertaining to contracts
• Grievance related to safety
• Grievances regarding promotions
• Grievances related to discipline

Note: The information provided is sourced from various websites and collected data; if discrepancies are identified, kindly reach out to us through comments for prompt correction.