Task 1 – Develop a Grievance Management Procedure
The grievance management procedure should detail the grievance process. Guidance for designing the grievance process is outlined in the ‘Do’ section of this guidance. The grievance process should be designed to follow the effectiveness criteria for grievance mechanisms outlined in the (see 3B.2 Task 2).
The grievance management procedure is an internal document that outlines, at a minimum:
- The channels through which external stakeholders can submit a grievance.
- The process, timelines, and roles and responsibilities for:
- screening grievances received
- recording grievances received, including where the grievances will be recorded (in which system or register)
- responding to grievances received
- categorising grievances received and assigning a consequence rating
- internal notification of grievances received and internal reporting on grievance management.
- The Monitoring and Evaluation Framework, including Key Performance Indicators (KPIs), used to monitor and evaluate the effectiveness of the grievance process.
- The roles and responsibilities for resolving a grievance, including management sign-off, and a description of the appeals mechanism in place should the complainant be unwilling to accept the proposed resolution.