Grievance & Complaint Resolution in Practice

Developed by MegaBot Business Consultancy, the GRIP Model helps HR & Welfare teams in Bangladesh clearly distinguish between a Complaint and a Grievance, and guides them through the right resolution process.

GRIP Model – Steps

G – Gather (the Issue)

• Receive the worker’s concern (oral, phone call, written, or suggestion box)
• Record the issue in HR logbook
• Ask: Is it formal or informal?

R – Review (the Legitimacy)

• Is it signed, with worker’s name, ID, and date?
• Is it addressed to the employer / HR?
• What issue(s) does the document raise?
• Was it submitted within 30 days of the incident?

If No → treat as Complaint

If Yes → proceed as Grievance

I – Initiate (the Response)

• Complaint → Handle internally through counseling, supervisor discussion, welfare support.
• Grievance → Employer must reply within 30 days as per Section 33, Bangladesh Labor Act 2006.

P – Proceed (with Resolution or Escalation)

• Complaint → Close once resolved; monitor if recurring.
• Grievance → If unresolved, escalate to Participation Committee, then Labor Court within 30 days

Example of GRIP Model Decision Table

Worker Action	GRIP Status	HR Action
Oral: “Supervisor shouts at me.”	Complaint	Gather & counsel
Suggestion box: “We don’t want Mehedy supervisor”	Complaint	Record, review
Written note without name	Complaint	Record, Monitor
Singed, dated letter to HR	Grievance	Review & respond
Formal grievance under Section 33	Grievance	Employer reply in 30 days

Why GRIP Model Works

• Grips the issue before it escalates.
• Clarifies HR’s legal obligations.
• Protects both employer and workers.
• Aligns with Bangladesh Labor Law compliance.

Discussion & Definition on Grievance vs Compliant

The terms grievance and compliant are often used interchangeably, but in HR, labor law, and organizational contexts, they have distinct meanings:

Grievance

• Definition: A grievance is a formal and documented concern raised by an employee about a violation of their legal rights, employment terms, collective agreement, company policy, or workplace conditions.
• Key Features:
  • Formal process: Usually written and follows a structured grievance procedure.
  • Based on policy or law: Relates to violation of employment contract, labor law, company rules, harassment, discrimination, safety issues, wage disputes, etc.
  • Requires investigation and resolution: HR or management must address it formally.
• Example: An employees files a written grievance because their overtime pay was denied in violation of company policy.

Complaint

• Definition: A complaint is an expression of dissatisfaction or concern, usually informal, about workplace issues or personal dissatisfaction that may not necessarily violate a policy or law.
• Key Features:
  • Informal in nature: Often verbal or written without any identification, can be resolved quickly without formal documentation.
  • Broad scope: Could be about workload, behavior of colleagues, lack of facilities, etc.
  • May escalate to grievance: If unresolved or serious.
• Example: An employee complains to their manager that the air conditioning in the office is not working properly.

Key Difference

Aspect	Complaint	Grievance
Nature	Informal	Formal & documented
Scope	General dissatisfaction	Violation of law, policy, or contract
Process	Usually verbal, quick resolution	Requires formal investigation and records
Outcome	Manager may resolve informally	HR must follow a structure procedure