A business example
An employee reports unwelcome conduct at work to a supervisor, who has only a generic grievance email address to share.
Complaint route
Identify the appropriate designated process for the complaint.
Responsible handling
Route it to the legally appropriate body and protect confidentiality.
Documented process
Follow the applicable procedure and preserve authorised records.
What this shows
A general mailbox cannot stand in for the required redress arrangements. The example concerns routing, not deciding the merits of a complaint.
What it is often confused with
A general grievance mailbox or a policy document alone does not establish a compliant redress system.
What to look at in your business
Use the employer guide to check committee, process, training and record responsibilities.
Context and further reading
This entry explains the business term. The related guide below provides the next layer of context; any applicable legal test depends on the transaction and relevant period.
Kosha.Services · Updated 2 October 2026