The Path to Effective Handling of Grievances - Procedure and Practice Austin A. Gamey Gamey and Gamey Group Consultants in Conflict Resolution andLabour Relations P.O. Box CE 11787, Tema-Ghana Tel/fax 022-303432 Mobile: 0244-314193/020-8225187 Websites:www.gameyandgamey.com/www.adrdaily.com Email: [email protected] 1 Table of Contents FOREWORD ...........................................................................................................................4 Labour Act, 2003 (Act 651) .....................................................................................................4 Why the Law?........................................................................................................................4 Paradigm Shift .......................................................................................................................5 Grievance Handling................................................................................................................5 Introduction ..........................................................................................................................7 Definition of “Grievance” .......................................................................................................7 Time Limits ........................................................................................................................8 Benefits of a Grievance Process..............................................................................................9 Types of Grievances ..............................................................................................................9 Individual Grievance:..........................................................................................................9 Group Grievance: .............................................................................................................10 Policy Grievance:..............................................................................................................10 Roles ...................................................................................................................................10 The Worker:.....................................................................................................................11 The Supervisor/Manager:.................................................................................................11 The Union Representative: ...............................................................................................12 Rights of the Union Representative:..................................................................................12 Representation Rights: .....................................................................................................13 Human Resources: ...........................................................................................................13 Common Sources of Grievances............................................................................................14 Discipline and Discharge:..................................................................................................14 Hours of Work and Overtime............................................................................................17 Job Postings .....................................................................................................................18 Seniority ..........................................................................................................................19 Persistent underpayment of regular benefits ....................................................................19 Severance and Redundancy ..............................................................................................19 Steps in the Grievance Procedure .........................................................................................20 Informal Discussion:.........................................................................................................20 Investigation ....................................................................................................................20 Documentation: ...............................................................................................................22 2 A precedent can be defined as a practice now serving as the rule.......................................23 STEPS TO FORMAL GRIEVANCE PROCEDURES .......................................................................23 Step One:.........................................................................................................................23 Step Two:.........................................................................................................................24 Step Three: ......................................................................................................................24 Step Four: ........................................................................................................................24 The Grievance Hearing – Presentations.................................................................................26 Keep focused on the issues...............................................................................................26 Be factual, concise and thoughtful ....................................................................................27 Practice active listening ....................................................................................................27 Explore potential resolutions............................................................................................27 SUMMARY...........................................................................................................................27 GLOSSARY OF TERMS ...........................................................................................................29 APPENDIX A.........................................................................................................................30 Negotiated Grievance Procedures: .......................................................................................30 Grievance Procedure ........................................................................................................30 Step One..........................................................................................................................31 Step Two..........................................................................................................................31 Step Three .......................................................................................................................31 Step Four .........................................................................................................................31 VOLUNTARY ARBITRATION...................................................................................................32 APPENDIX B .........................................................................................................................34 CHECKLIST OF ITEMS TO CONSIDER WHEN PREPARING FOR THE PROCESS.............................34 GRIEVANCE HEARING...........................................................................................................34 APPENDIX C (i) .....................................................................................................................35 INVESTIGATION REPORT ......................................................................................................35 APPENDIX C (ii) ....................................................................................................................36 INVESTIGATION CHECK LIST..................................................................................................36 APPENDIX D.........................................................................................................................37 WITNESS STATEMENT ..........................................................................................................37 3 FOREWORD The new millennium has brought with it new and distinct problems in the workplace and in communities, which calls for new approaches in finding solutions to them. The workplace in particular has become insecure as new technological changes and an increasingly competitive marketplace have resulted in former long-term careers being turned into short-term contracts, part-time and temporary work, as companies restructure the labour force in order to survive, and probably meet the bottom-line commitments. Lack of job security has also resulted in lack of long-term financial security. Workers’ dreams of improved lifestyle are being shattered by the uncertainty of the workplace. Therefore, the key issues of concern that arise are: How can an environment be created to restore confidence of workers and prospective job seekers in the dignity of work? How can Labour and Management be made to pull together to provide job security, deliver profits, growth and progress? Labour Act, 2003 (Act 651) The Labour Act, 2003 (Act 651) which was passed into law by Parliament and came into effect by an Executive Instrument dated 31st March 2004, is an attempt to provide a framework for addressing some of the issues raised above. The Law is the collective product of the effort by Employers and Organized Labour, the Academia, International Community, especially USAID, DANIDA, JICA, ILO and Sigma One Corporation. Their contributions in human and