How to handle employee grievances
A complete guide to managing workplace grievances fairly and effectively. Learn the process, key principles, and how to reach appropriate outcomes.
Written by
Georgia Morgan
General information only – not legal advice
This guide provides general information about handling employee grievances in Australia. It does not constitute legal, HR, or professional advice and should not be relied on as a substitute for advice specific to your business, workforce, or circumstances.
Key principles for handling grievances
Confidentiality
Share information only with those who need to know. Protect the privacy of all parties.
Impartiality
Approach investigations without bias. If you have a conflict of interest, get someone else to handle it.
Procedural fairness
Give everyone involved a chance to respond before making findings. No one should be "convicted" without being heard.
Timeliness
Handle grievances promptly. Delays create stress and can escalate issues.
Documentation
Keep records of what was raised, what you did, and the outcome. This protects everyone.
No retaliation
Employees must not be disadvantaged for raising genuine concerns. This is legally protected.
Common types of grievances
Interpersonal conflict
Disputes between colleagues, personality clashes, poor working relationships
Approach: Often suited to informal resolution or mediation
Bullying/harassment
Repeated unreasonable behaviour, humiliation, exclusion
Approach: Requires formal investigation; may involve WHS obligations
Discrimination
Unfair treatment based on protected attributes
Approach: Formal process required; potential legal implications
Unfair treatment
Perceived unfairness in decisions, opportunities, or treatment
Approach: Review facts, explain reasoning, consider if changes needed
Workload/conditions
Concerns about excessive workload, resources, or working conditions
Approach: Assess legitimacy, discuss solutions, consider adjustments
Management decisions
Disagreement with decisions on rosters, leave, performance
Approach: Explain reasoning, review if error, consider appeal process
The grievance process in 6 steps
Receive and acknowledge the grievance
When an employee raises a concern, acknowledge it promptly and take it seriously.
- Listen without interrupting or becoming defensive
- Thank them for raising the concern
- Ask them to put it in writing if they haven't already
- Explain the process you'll follow
Assess the nature and seriousness
Determine what type of issue it is and how urgently it needs to be addressed.
- Is this a safety issue requiring immediate action?
- Does it involve serious allegations (harassment, discrimination)?
- Can it be resolved informally or does it need formal investigation?
- Are there other employees involved or affected?
Gather information
Investigate the matter fairly by speaking to relevant parties and reviewing evidence.
- Interview the complainant for full details
- Speak to any witnesses confidentially
- Give the person complained about a chance to respond
- Review relevant documents, emails, or records
Consider the evidence objectively
Review all information gathered and make findings based on the evidence.
- Consider all perspectives fairly
- Assess credibility where accounts conflict
- Make findings on the balance of probabilities
- Document your reasoning
Decide on appropriate action
Determine what needs to happen to resolve the grievance.
- If complaint substantiated: what corrective action is needed?
- If not substantiated: how will you explain and close?
- Consider mediation if it's a relationship issue
- Ensure any action is proportionate
Communicate outcomes and follow up
Inform the parties of the outcome and monitor the situation going forward.
- Advise the complainant of the outcome (within confidentiality limits)
- If action taken against someone, follow proper processes
- Check in with the complainant after some time
- Review whether similar issues are occurring
Manage grievances effectively
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Frequently asked questions
- While not legally required for all businesses, having a documented grievance procedure is strongly recommended. It ensures consistency, helps employees know how to raise concerns, and demonstrates fair process if issues are later disputed.
- Yes, many grievances can and should be resolved informally first. A conversation between the parties, helped by a manager, may resolve minor issues. However, serious matters (harassment, discrimination, safety) typically need formal processes.
- Acknowledge the grievance within 1-2 days. Aim to complete investigation and provide an outcome within 2-4 weeks for most matters. Complex cases may take longer, but keep the complainant informed of progress.
- Have someone senior or from HR handle the investigation – not the manager being complained about. Ensure the process is fair to both parties. Consider external investigation for senior leadership grievances.
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