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Grievance Policy

A structured process for submitting, reviewing, and resolving formal grievances, complaints, and disputes within PMO Strategies.

1. Purpose

The purpose of this policy is to establish a structured process for submitting, reviewing, and resolving formal grievances, complaints, and disputes within PMO Strategies. This policy ensures all matters are handled fairly, confidentially, and efficiently, promoting transparency and accountability across all levels of the organization.

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2. Policy Statement

This policy provides the exclusive process for resolving grievances raised by employees, clients, vendors, and other stakeholders. All parties agree to utilize this internal process as the primary mechanism for dispute resolution prior to seeking external or legal remedies.

3. Application of Policy

This policy applies to grievances submitted by:

  • PMO Strategies employees and contractors.
  • Clients, vendors, and partners.
  • Any individual or entity directly impacted by PMO Strategies’ operations, services, or decisions.

The policy encompasses operational and strategic matters, including but not limited to workplace conduct, program execution, and service delivery.

4. Confidentiality

All grievance submissions, proceedings, and resolutions are confidential. Access to related documents and information will be restricted to the involved parties and those directly overseeing the resolution process. Unauthorized disclosure or participation by third parties is prohibited unless explicitly approved by the CEO or designated Resolution Officer.

5. Submission of Grievance

How to Submit:

Dispatch times may vary according to availability and subject to any delays resulting from postal delays or force majeure for which we will not be responsible.

  • Grievances must be submitted in writing here which will create a trackable ticket in our online ticketing system.
  • The grievance should include a detailed description of the issue, relevant dates, and any supporting documents.
  • A formal ticket will be created in our internal ticketing system to track and manage the grievance, ensuring proper documentation and follow-up.

Acknowledgment and Initial Review:

  • The grievance will be acknowledged within five (5) business days of submission.
  • The Resolution Officer or their designee will perform an initial review to determine the nature of the grievance and assign it to a designated Resolution Officer.

6. Resolution Process

6.1 Resolution Officer Appointment

  • The Resolution Officer will oversee the grievance resolution process from initial review to final resolution.
  • Operational grievances will be handled by a senior manager or department lead.
  • Strategic-level grievances involving organizational policy or leadership decisions will be directed to the executive leadership team.

6.2 Investigation and Review

  • The Resolution Officer will collect relevant information and conduct interviews as necessary.
  • All communications, documents, and findings will be documented within the ticketing system to ensure a comprehensive record of the process.
  • Failure to cooperate or provide requested information may result in the dismissal of the grievance or other corrective actions.

6.3 Actions and Resolutions

Upon review, the Resolution Officer may:

  1. Propose an informal resolution agreed upon by all parties.
  2. Issue a formal written response outlining corrective actions or policy changes.
  3. Escalate the grievance to mediation if no resolution can be reached informally.
  4. Recommend dismissal if the grievance is found to lack merit or fall outside the policy’s scope.

A final written resolution will be provided within thirty (30) business days of the initial submission, unless an extension is necessary and communicated to the involved parties.

7. Mediation and Arbitration

  • If the grievance cannot be resolved through initial review and direct action, parties may engage in mediation facilitated by a neutral third party.
  • If mediation is unsuccessful, binding arbitration may be pursued at the request of either party. The cost of arbitration will be shared equally unless otherwise determined by the arbitrator.
  • Arbitration decisions are final and enforceable by law.

8. Finality of Resolution

Resolutions issued by the Resolution Officer are considered final. Appeals must be submitted in writing within ten (10) business days of receiving the formal resolution. Appeals will be reviewed by the CEO, whose decision will represent the final internal resolution.

9. Documentation and Record-Keeping

  • All grievances and resolutions will be logged and stored securely within PMO Strategies’ ticketing and document management systems.
  • Records will be retained for a minimum of three (3) years following the resolution date.
  • Regular audits of the grievance process will be conducted to ensure compliance and identify areas for improvement.

10. Policy Distribution

  • This policy will be distributed on our corporate platform to all employees and contractors and made available to clients and students upon request.
  • All new employees and contractors will receive training on the grievance policy during the onboarding process.
Glossary
Resolution Officer
Designated individual responsible for overseeing the grievance resolution process.
Grievant
The individual or entity submitting a grievance.
Respondent
The individual or entity that is the subject of the grievance.