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Grievance complaints Policy


Global Marketplace supports the right of every employee to lodge a grievance complaint if they believe a decision, behaviour or action affecting his or her employment is unfair. An employee may raise a grievance about any performance improvement action taken against them.

Our Management and Executive team want to know about matters that hinder your ability to do your work, so we can resolve concerns quickly and resume a harmonious, supportive and safe work environment. We are committed to doing our utmost to action grievances objectively, discreetly and promptly.


The following principles apply to our grievance procedure:

  • Impartial – both sides have a chance to tell their side of the story. No assumptions will be made and no action will be taken until all relevant information has been collected and considered
  • Serious – all grievances will be treated seriously
  • Support – individuals will be allowed to bring a support person to any meetings / interviews they are required to attend
  • Free of repercussions – no action will be taken against anyone for making a valid, truthful complaint or helping someone in making a valid, truthful grievance. Disciplinary action, including possible termination, may ensue against employees who make deliberately false and/or malicious complaints.
  • No victimisation – we will take all necessary steps to ensure that no victimisation occurs against anyone who makes a grievance. Should an employee (the first employee) victimise another employee for making a grievance, the first employee shall be disciplined including,  potential termination of employment.
  • Timely – all grievance’s will be dealt with in a timely manner
  • Confidential – you can feel secure that if you do make a grievance under this policy, it will remain as confidential as possible. Only the people directly involved in making or investigating a grievance will have access to the information. Employees involved in any way with an investigatory process, including complainants, alleged offenders or witnesses who breach confidentiality requirements explained to them at any time prior to, during or after the investigation process will face disciplinary consequences for their actions; including potential termination of employment.

What is a Grievance? 

A grievance is any complaint, problem or concern of an employee regarding their workplace, job or co-worker relationships. You can lodge a grievance for any of the following reasons:

  • Discrimination, harassment, bullying, victimisation, workplace violence
  • Health and safety
  • Inappropriate workplace behaviours
  • Adverse changes in employment conditions
  • Performance improvement action

Grievance Procedure

Informal Resolution 

Employees are encouraged to talk to each other to resolve their problems. If you feel comfortable doing so try to resolve problems or concerns informally with the person(s) involved by talking to them. This step is not compulsory, but is strongly recommended as a desirable course of action, to ensure that minor issues are resolved informally between parties, where possible.

For example, if a colleague is behaving inappropriately you could:

  • Tell the person that his or her behaviour is offensive and unwelcome
  • Ask them to stop the behaviour

If you feel a decision regarding your employment or performance is unfair, you could:

  • Meet with your line manager to seek clarification and let them know your concerns
  • Speak to the People and Culture team for advice and support

Formal Resolution

If the above does not work or you do not wish to attempt to resolve things informally, you may lodge a formal complaint with your Manager or the People and Culture team.

To start a formal grievance, you must fully describe your grievance in writing, with dates and locations wherever possible and how you have already tried to settle the grievance.

Following receipt of a formal complaint an investigation will be undertaken to establish the facts of the matter. An appropriate person will be nominated to conduct the investigation.


An investigation may include the following interview(s) with:

  • The person making the complaint (complainant)
  • The alleged offender (respondent)
  • Witness

An investigator will provide the facts of the investigation to the Managing Director for final decision. The decision of the Managing Director will be actioned, and the complainant and alleged offender advised of the outcomes. Outcomes may include:

  • Counselling
  • Mediation
  • Disciplinary action, up to and including termination
  • An apology (the particulars of such an apology to be agreed between all involved)
  • Training in EEO or other matters
  • Counselling for the complainant

Investigation Guidelines

When conducting an investigation, investigators will ensure they abide by the following:

  • Do not assume guilt
  • Interview all concerned, separately
  • Interview witnesses, separately
  • Ask the complainant for the full story, including what happened and as many step by step details as possible
  • Interview the alleged offender, separately and confidentially and let the alleged offender know exactly what they are being accused of
  • Give the person an opportunity to respond to the accusation(s)
  • Listen carefully and record details
  • Keep records of interviews and the investigation
  • Ensure confidentiality and minimise disclosure
  • Take notes, using the complainant’s own words
  • Provide the complainant with a written record of the meeting and ask them to ensure the record of the conversation is accurate

Vexatious Grievances

Be aware that grievances that are misconceived, vexatious, and lacking substance may result in disciplinary action being taken against the employee lodging the grievance.

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