The document outlines a grievance handling procedure with 3 stages to resolve employee grievances. It defines grievances and key roles. The procedure aims to resolve grievances quickly through open communication. If unresolved informally, it progresses to 3 formal stages - with the employee's manager, then HR, and finally the CEO - who aim to reply within set timeframes using a grievance form. The process is intended to fairly address employee issues while maintaining confidentiality.

1. Grievance handling procedure
1. Purpose
This procedure is designed to provide a framework for the quick and effective resolution of grievances that
may arise in the workplace, through open communication and discussion between colleagues. The main aim
of the procedure is to ensure that employees who feel aggrieved about the way they have been treated,
either by management or by their colleagues, are given the opportunity to express their views and to have
the issues resolved in a fair and speedy manner.
2. Definitions
Complainant/Grievant: person or any interested party/representative who submits a concern, complaint, or
grievance.
Grievance: An unresolved complaint against for a misapplication or misinterpretation of law, Department
regulations, rules, or standard operating procedures as applied to the grievant.
3. Scope
This procedure applies to all employees and external stakeholders (i.e., Contractors and any other interested
parties). Specific type of grievances like harassment or 'whistleblowing' shall be managed with a separate
procedure instead of this generic procedure.
4. Process owner/responsibility.
employee relation and engagement manager/site HR manager
 Advise the concerned parties on the handling of staff grievances and may be directly involved at all
stages
 Monitoring the effectiveness of the grievance procedure and ensuring sufficient supply of
Grievance Application and Resolution Form for use by staff when need arises
 Awareness creation about the grievance procedure
 Collect grievance forms at the conclusion of the grievance process, for records and for future
reference if need arises
 Maintain or protect confidentiality of grievance cases
hr director.
 Ensure the proper implementation of the procedure across BGI and its subsidiaries
 Engage directly or indirectly in grievance resolution process as applicable
department Managers/Line Manager
 Take grievances seriously taking on board
 Understand and adhere the procedure while handling grievances
 Maintain or protect confidentiality of grievance cases
 Timely reply to grievances as stated in the procedure
employee/Grievant

2.  Provide only true and accurate information
 Adhere to Understand and adhere the procedure while handling grievances
5. Principles
This procedure is governed by the following principles
1. A grievance may be raised personally by an employee or through a labor union representative, or a
fellow employee or any interested party/representative
2. A grievant has the right to be accompanied by a fellow employee, friend, or labor union
representative at all meetings within the formal stages of the procedure. Since the purpose of the
procedure is to secure a mutually acceptable resolution of a grievance, meetings will be arranged
for dates and times when all those involved can be available
3. If it is not possible to respond within the time limits in this process, the grievant should be given
explanation for the delay and told when a response can be expected. The time limits may be varied
by mutual agreement.
4. When a grievant wish to raise a formal grievance against immediate manager, it should be raised
with the next higher level of management and the procedure will start at the appropriate level.
5. In cases where an employee wishes to raise a grievance against another employee, it should be
raised with the immediate manager of the employee concerned. The manager will inform the
employee that a grievance has been raised and provide the employee with information as to the
broad nature of the complaint
6. Where a group of employees/grievant wish to raise the same grievance and feel that it can be dealt
with collectively, they may select representative for the group. The procedure will be followed as
for individual grievances, and all communications will pass through the appointed representative. It
will be for the representative to communicate with the rest of the group about the progress of the
case. In such cases, it is not necessary for all those involved to be present at meetings, and
appropriate representative numbers should be agreed at each stage. To initiate a collective
grievance, the issue should be raised with the manager responsible for all the employees/grievant
concerned and the procedure will start at that level.
7. Informal Committee can be formed at any stage of the process to resolve the grievance.
8. If the grievance is settled at any point prior to reaching the final stage/level, the employee (grievant)
shall withdraw the grievance. Notification of the withdrawal shall be submitted, in writing, to the
person at the step currently reviewing the grievance and then be forwarded to the Employee
Relation and Engagement Manager/Site HR Manager for proper documentation and filing.
6. Formal process
BGI Ethiopia advocates settling of a grievance as quickly as possible to its point of origin and encourages
staff and their superiors/managers to resolve grievances informally. However, the following three (3) stages
are set to address the situations where this is not possible. A Grievance Application and Resolution Form has
been designed for easy application of the Process.
Stage I: Grievance Application
 Any employee who has a grievance or compliant may, within five (5) working days of its arising,
bring the matter to the attention of the immediate superior or, where such grievance is against

3. his/her immediate supervisor, to the attention of Department Manager in writing by completing
the Grievance Application and Resolution Form.
 The immediate supervisor /Department Manager shall give an answer as soon as possible and
within a maximum of five (5) working days from the date of reference to him/her.
Stage II: First Appeal Level
 If the matter is unresolved at stage I above, the aggrieved can appeal to Employee Relation and
Engagement Manager/Site HR Manager in writing by completing Grievance Application and
Resolution Form.
 The Employee Relation and Engagement Manager/Site HR Manager shall arrange a personal
interview/discussion with the aggrieved and will propose responses action to the HR Director for
decision. Then a written reply shall be given within ten (10) working days using Grievance
Application and Resolution Form.
Stage III: Second and Final Appeal Level
 It is expected that most of the cases will be solved at Stage II but in exceptional circumstances where
this is not possible and matter remains unresolved, the aggrieved may present it in writing to the
CEO who will handle the matter and give a written reply within fifteen (15) working days whose
decision shall be final.
 A committee might be formed depending on the case to resolve the grievance
NOTE: This guideline will be reviewed by the HR Department periodically to ensure it remains up to date