Level of Awareness of Grievance Handling Procedure Among Staff in Bank of India in Kenya

Abstract

Employee relation‟s means relationship shared among employees in the organization. It is difficult to find an organization without grievances at workplace. Handling grievances effectively is important for every organization whether unionized or not. The grievance handling procedure helps the firm to handle employee grievances effectively. Each organization develop and implement grievance handling procedure that is suitable to its needs. The objective of the study was to establish level of awareness of grievance handling procedure among staff in Bank of India in Kenya. This study used the case study design. The population of the study comprised of 79 respondents from all branches of Bank of India in Kenya. Primary data was collected using a semi-structured questionnaire. The questionnaire was administered using the drop and pick method. Descriptive statistics was used to analyze the data. The study found that staff of Bank of India in Kenya has high level of awareness of the grievance handling procedure. The study also revealed that employees were aware to whom they should communicate when faced with grievance, the committees that redress grievance, levels of grievance handling procedure and whom to communicate and present their grievance to. Based on the findings the study recommends that grievance awareness survey should be carried out every half year or yearly to find out whether newly hired employees are aware of the procedure and if not take appropriate remedial measures to ensure staff is aware. The major limitation of this study is that findings cannot be generalized to other organization due to the methodology of the study used. Further study should be conducted on the effectiveness of the grievance handling procedure in the Bank of India and in other organization.