A grievance may be defined as a real or imagined wrong or other cause for complaint or protest and may be expressed as an official statement of a complaint about something believed to be wrong or unfair.

The Grievance procedure aims to provide a fair and prompt settlement to grievances. It aims to eliminate the possibility of any detrimental effects arising out of unresolved grievances, to ensure that all communication channels are open and receptive and that all employees have an adequate opportunity to express their grievances. It further aims to ensure that grievances are resolved timely and fairly by adopting a problem-solving approach and implementing any appropriate corrective action necessary.