HR leaders often have a strong focus on having a grievance policy on paper. And rightfully so. This is an important step, no doubt, but it cannot be effective unless accompanied by a clear, enforceable procedure (in practice) that backs it up. Or vice versa: it’s excellent if a defined internal process exists, but ineffective if no formally communicated policy governs when and how it should be used.
Either way, it can become a dangerous disconnect for your organization. Employees don’t know what to expect when grievance policy and procedure aren’t aligned. HR teams don’t have a reliable framework to follow. Complaints may escalate to legal action or arbitration in the absence of clarity and consistency. This can cost your organization in both credibility and settlements.
Let’s break down the differences between grievance policies and procedures, then explore what every employer can do to keep things closely aligned.
What Is a Grievance Policy or a Grievance Procedure?
A grievance policy is the official company position on how employee complaints will be received, reviewed, and resolved. It’s the what and why of your grievance framework; the statement of rights and intentions.
In other words, the policy sets expectations. This is true for both the employees and the HR team. If you promise fairness, confidentiality, and timeliness in your policy, you’re now responsible for delivering those things in practice.
This is where many employers unintentionally fall short: the promises made in the policy aren’t, in practice, matched by the procedures that follow.
What Is a Grievance Policy? |
What Is a Grievance Procedure? |
|
|
A grievance procedure, by comparison, is the step-by-step method your HR team uses to respond to a complaint once it’s received. It’s the how and when of your grievance process. Think of it as the operational blueprint that brings the policy to life.
Procedures make sure that grievances are handled consistently and defensibly. Without one, even the best-written policy is just a promise that HR can’t enforce or replicate.
This distinction is sensitive in union environments or high-compliance workplaces. A grievance in management that gets mishandled in such a context, either by unclear roles or inconsistent follow-through, can increase employer exposure to retaliation claims, litigation, or contract disputes.
Where Grievance Policy & Procedure Most Often Break Down
Many employers assume they have a compliant grievance process simply because one exists. Upon closer inspection, though, common problems often arise.
- Mismatched definitions: The grievance policy might promise a response within five business days, but the procedure allows up to two weeks. Now your team is out of alignment and potentially in violation of the policy.
- Undefined responsibilities: A policy may state that grievances will be reviewed by HR, but the procedure lacks clarity on who actually owns the investigation, when legal should be consulted, how case files are tracked, etc.
- Lack of documentation: If your policy promises transparency and fairness but there’s no case management protocol or documentation requirement, you’ll struggle to prove either in a dispute.
These breakdowns are avoidable, but only if you review both documents together and operationalize them into your day-to-day workflows.
Making Your Grievance Process Work in Practice
HR leaders could consider this brief checklist as a starting point to better align policy and procedure:
✅ Conduct a side-by-side audit of your current employee grievance policy and employee grievance procedure✅ Ensure the procedure supports every commitment made in the policy
✅ Document specific timelines, responsibilities, and required communications
✅ Train staff and managers to follow both the policy and procedure
✅ Revisit documents regularly to reflect new compliance standards or labor agreements
Grievance handling in union environments must also account for the CBA. In high-turnover sectors, a lack of clarity can further erode trust and feed labor market anxiety.
The Role of Digital Grievance Management Software
Consistency is what turns a policy into a practice. More organizations are turning to digital grievance management systems like LaborSoft to help them manage and align every step. With a centralized system on your side:
- Grievances are submitted and tracked in one place
- Timelines, documentation, and communications are automatically recorded
- Alerts and reminders keep your procedure on schedule
- Audit trails ensure your case handling matches your policy promises
It’s easier to minimize the risk of missteps and build long-term trust with your workforce when policy and procedure are built right into your system (and not just into your handbook). Book a LaborSoft demo today to learn how our platform can help your organization stay aligned and protected.
