In any working environment, conflict is inherit and inevitable; therefore mechanisms should be devised so as to deal with conflict amicably. This grievance could either be against a colleague, a supervisor, or the head of the department or division and should be handled in the following manner:

• Informal grievance – at this stage the aggrieved officer and either the colleague, or the supervisor or the head of department/division will try to resolve the grievance verbally. This has to be done within forty-eight (2 working days).

• Formal grievance hearing – if within forty-eight hours ( 2 working days), the grievance still persists (there seems to be no change ) the aggrieved employee will have to fill a grievance form (schedule 1 ), which within 5 working days of its submission the inquiry should be held.

• Appeal hearing – if either of the concerned parties is not satisfied with the decision of an inquiry, the party has 5 working days from the day the decision was made to appeal against such decision. In this case the Head of Department will preside over the inquiry.

How to handle dispute?

Subsequent to appeal hearing, the officer shall declare a dispute if she/he is not satisfied with appeal hearing’s outcome. Disputes are classified into 2 groups which shall be dealt with differently as follows:

• Dispute of Right – this is referred to arbitration and the parties shall in writing in the forms set out in schedule 3 agree on the arbitrator and the party which refers the dispute shall satisfy the arbitrator that the copy of the referral has been served on the other parties to the dispute

• Dispute of interest – this is referred to the conciliation and the party which refers the dispute shall satisfy the Conciliation Board that copy of referral has been served on all the other parties

Disputes in essential services are referred to arbitration.

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