Version 1.0
Prepared by: @Lorraine Sebata
Approved by: @Samia Thompson
Reviewed Date: 2025-09-05
Next review date: 2026-09-04
This SOP applies to all employees and managers of Easyterms.
This SOP provides a detailed, step-by-step procedure for employees to follow when raising a grievance and for managers and HR to follow when investigating and resolving it. It ensures all grievances are handled consistently and fairly in accordance with the company's Grievance Policy.
This SOP applies to all employees and managers of Easyterms.
4.1.1 Procedure: The employee should, where appropriate, try to resolve the issue directly with their immediate manager. This can be a private conversation to discuss the concern and find a mutual solution.
Timeline: This step should be attempted within five (5) working days of the event or issue arising.
4.2.1 Procedure: If the informal approach is not successful or is inappropriate, the employee must submit a formal grievance in writing. The written submission should include:
A clear description of the grievance.
The date(s) of the event(s).
The name(s) of any individual(s) involved.
A list of any witnesses.
The desired outcome or resolution.
Submission: The written grievance should be submitted to the employee's direct manager. If the grievance is against the manager, it should be submitted directly to the Human Resources department.
Timeline: The grievance must be submitted within ten (10) working days of the informal resolution failing or the issue arising.
4.3.1 Procedure:
Acknowledgment: The manager or HR will acknowledge receipt of the grievance in writing within three (3) business days of receiving it.
Investigation: HR, in consultation with a senior manager, will appoint an impartial investigator to conduct a thorough investigation. The investigation will include interviews with the grievant, the subject(s) of the grievance, and any relevant witnesses. All parties will be given a fair opportunity to present their side of the story.
Timeline: The investigation will be completed as promptly as possible, typically within ten (10) working days.
4.4.1 Procedure:
Scheduling: HR will schedule a formal grievance meeting with the employee. The employee has the right to be accompanied by a colleague or a union representative.
Discussion: During the meeting, the findings of the investigation will be presented, and the employee will have a final opportunity to present their case.
Timeline: The meeting will be held within five (5) working days of the investigation's conclusion.
4.5.1 Procedure:
Decision: After the meeting, the manager or HR will make a decision on the grievance.
Written Response: The employee will receive a formal, written response detailing the decision and any action to be taken. This response will be issued within five (5) working days of the grievance meeting.
If the employee is not satisfied with the outcome, they may appeal the decision in writing to a senior manager or the Head of Human Resources within five (5) working days of receiving the decision letter. The appeal will be reviewed, and a final decision will be issued.
All records related to a grievance, including the initial submission, investigation notes, and final decision letters, must be kept confidential and securely stored by the Human Resources department in the employee’s personnel file.
This SOP will be reviewed annually by the Human Resources department to ensure it remains relevant, effective, and compliant with current labor laws.