The document outlines the process for handling complaints and grievances within an organization. It involves multiple steps: 1) Complaints are received by the Grievance Management Team (GMT) and an investigation is initiated. 2) The GMT makes decisions, documents them in the HR system and preserves files. Recommendations are sent to relevant programs/staff for approval or further action. 3) If complaints are not resolved, they may be escalated to higher levels like the Ombudsperson's office for hearings and recommendations to management for final decisions.