How to Handle Harassment or Grievance Cases
📂 Category: Human Resources
📁 Subcategory: Employee Wellbeing & Compliance
📝 SOP Title: How to Handle Harassment or Grievance Cases
🎯 Objective:
To provide a safe, confidential, and fair process for employees to raise grievances or harassment complaints, ensuring timely and unbiased resolution.
👥 Roles & Responsibilities:
|
Role |
Responsibility |
|---|---|
|
HR |
Receives, documents, investigates, and resolves complaints |
|
CEO (if needed) |
Involved in escalation or disciplinary action |
🛠️ Tools Required:
-
Google Form (Optional – anonymous submission)
-
Email or verbal complaint records
-
Confidential Drive folder for documentation
📅 Step-by-Step Process:
✅ Step 1: Receive Complaint
-
Complaint can be submitted via:
-
Verbal conversation
-
Email to HR
-
Written note
-
(Optional) Anonymous form
-
-
HR should acknowledge receipt within 24–48 hours
✅ Step 2: Document the Complaint
-
Create a case file with:
-
Complainant name (if disclosed)
-
Accused (if applicable)
-
Nature of grievance
-
Date and time of report
-
-
Save in:
Drive → HR → Grievances → [CaseID]
✅ Step 3: Initial Review & Escalation (Within 3 Days)
-
HR reviews the facts and context
-
If it's a sensitive or serious issue (e.g., harassment), escalate to:
-
CEO or designated leadership member
-
Consider setting up an Internal Review Panel temporarily
-
-
Document all initial findings
✅ Step 4: Investigation (Within 7–10 Days)
-
Conduct interviews with all relevant parties
-
Maintain strict confidentiality
-
Allow both sides to present their views
-
Gather any supporting documents/screenshots/evidence
✅ Step 5: Decision & Resolution
-
HR (with CEO if needed) determines outcome:
-
Mediation or apology
-
Warning letter or termination
-
Policy update or training
-
-
Inform both complainant and respondent in writing
✅ Step 6: Post-Resolution Follow-up
-
Follow up with the complainant within 2–3 weeks to ensure no retaliation
-
Offer support if needed (time off, role shift, etc.)
📌 Notes:
-
Keep all communication strictly confidential
-
HR should not delay any investigation beyond 15 days unless exceptional
-
Avoid informal handling of serious complaints — always document