Updated in February - 2025 | Subscribe to watch greytHR how-to video
Employee complaint submission is a critical process for addressing workplace concerns and ensuring a healthy and safe work environment. A structured complaint submission workflow allows employees to report issues confidentially and ensures that complaints are handled promptly and fairly.
The greytHR Request Hub empowers organizations by providing a structured platform for employees to submit complaints confidentially and enables organizations to automate the review and resolution workflows.
Managing employee complaints involves collecting details, routing them, investigating, and communicating resolutions. Manual processes can be complex and time-consuming, increasing the risk of unresolved issues.
Employee (Complainant): Submits the complaint.
Manager/HR Team (Reviewer): Reviews, investigates, and resolves.
Support Staff/Committee (Optional): Assists in specific cases.
As an admin, you can configure a customized complaint submission workflow within the Request Hub.
From the greytHR Admin portal, go to Workflow > Setup > Workflow Levels.
Click Add Workflow Levels.
Under General Settings:
Select the Workflow Type as Request Hub.
Add the Policy Name as Employee Complaint Submission Policy and provide Policy Description.
Select the Request Type as Complaint Submission.
Note: You can click the Edit icon to add or modify request types according to your company’s requirements.
Choose the desired Employee Filter.
Click Save Policy and Next to proceed to the Workflow Levels settings.
Select the Workflow Initiator as Employee.
Click Add Task to create a task list for the initiator. Tasks may include:
Describing the complaint.
Providing supporting evidence or documentation (if available).
Click Add Form to create a customized form for the reviewer.
Click Save.
Select the Make Attachments Mandatory for Reviewer checkbox if applicable.
Click Save to finalize the task creation.
Similarly, you can create a task list for the selected reviewer.
Click Add Task. Tasks may include:
Reviewing the complaint.
Conducting investigations.
Resolving the issue.
Note: Repeat the steps to add more tasks for reviewers.
Select the required number of Levels (1 Level/2 Levels/3 Levels/4 Levels/5 Levels).
Select Application Actions based on your requirements. Available actions for reviewers include:
Approve & Forward: Approve the request and forward it to the next reviewer (available when multiple reviewers exist).
Reject: Reject the request (available for all reviewer levels).
Auto-forward Due Days: Specify the number of days after which, if no action is taken by the reviewer, the task automatically moves to the next-level reviewer.
Click Next to proceed to Workflow Policy settings.
Select the Escalation Duration and Escalation Point. If the final reviewer does not take action within the specified duration, the request escalates to the designated escalation point.
Enable Initiator Actions, such as:
Initiator can reopen the workflow.
Enable auto-close based on your requirements.
Info: If you enable auto-close, define the auto-close duration. The system calculates the duration from the request initiation date.
Click Review and Submit to finalize and create the workflow policy for employee complaint submission activities.
After creating a Request Hub policy, you need to activate it to reflect in the greytHR ESS portal. Click the Activate button on the policy card and choose the required date.
You cannot edit the policy after activation, but you can delete it by clicking Delete. The request also gets deleted from the greytHR ESS portal.
After creating a workflow for employee complaint submissions, employees can initiate complaints using the Request Hub.
Employees can initiate a Complaint Submission request from the greytHR ESS portal by navigating to Request Hub.
Select the Request Type as Complaint Submission.
Add Remarks, and set the Priority Level.
Add a CC if you want to notify another employee about the request.
Complete the task, fill out the form, Mark as Completed, and save the changes.
Click Submit.
Once the employee submits the complaint, it is routed to the designated reviewer (HR or manager) for review.
To review and take action on an employee’s Complaint Submission request, log in to the greytHR ESS portal and go to To Do > Review.
Click Request Hub.
Select the required complaint and click View Details.
On the Review Request page, complete the assigned task if any.
Click Accept/Reject.
The reviewer resolves the complaint and communicates the outcome to the employee. The employee receives a notification confirming the resolution and any follow-up actions, ensuring transparency and accountability in the complaint resolution process.