Turn workplace issues into managed actions.
Grievances may be raised through multiple channels, but effective handling requires a clear journey from receipt to resolution. We help define workflows that support consistent classification, ownership, progress tracking and management oversight.
The business challenges
There is no single case record
Multiple email threads and informal notes can make case history difficult to understand.
Responsibility is unclear
Managers and HR may disagree on who triages, responds, escalates or closes a case.
Managers cannot see case trends
Aged issues, repeated themes and process bottlenecks may stay hidden.
How we help
Case life-cycle design
Define receipt, triage, assign, investigate, review, resolve and learn stages.
SLA and escalation design
Set internal handling expectations appropriate to seriousness, staffing and applicable law; illustrative operational targets are not statutory time limits.
Roles and permissions
Separate case owners, managers, reviewers and those who require only aggregated insight.
Measurement framework
Track backlog, acknowledgement, assignment, overdue cases and closure characteristics without promising specific reductions.
How grievance case management works
A disciplined five-stage methodology to transform informal grievances and incident reports into defensible, auditable resolutions.
Intake & Triage
Every grievance is catalogued, assigned an immutable reference ID, severity-rated, and checked for potential conflicts against defined targets (such as an illustrative 24-hour triage benchmark).
Investigator Assignment
We help clients design investigator appointment protocols, ensuring the client organisation assigns qualified internal officers or independent investigators with defined terms of reference and conflict-free authority.
Evidence & Documentation
We establish evidence custody guidelines so client investigation teams can log interviews, records, and documentary findings within an access-controlled, tamper-evident repository.
Findings & Recommendation
We provide structured report templates that client investigators use to evaluate evidence against internal policy and statutory employment standards, without HANCE conducting investigations or exercising legal authority.
Closure & Remediation
We configure remediation tracking workflows so client leadership can verify corrective action completion, review executive audit summaries, and address systemic operational root causes.
What clients can expect
Case management deliverables provide standardised intake registers, investigator appointment protocols, contemporaneous evidence documentation templates, and remediation tracking dashboards.
Centralised case records and documented investigation workflows protect organisations from procedural liability, ensuring workplace disputes are handled impartially, consistently, and with audit-ready records. Outcomes depend on baseline conditions, client implementation and the agreed work programme.
Frequently Asked Questions
Why do informal grievance notes create legal and operational risk?
Handling complaints via email, WhatsApp messages, or informal meetings leaves no contemporaneous, auditable record. If an employee files a formal dispute with the Ministry of Human Resources and Emiratisation (MOHRE) or takes legal action, the organisation cannot produce a defensible timeline of investigation, witness interviews, or corrective actions.
Does HANCE conduct internal workplace investigations?
No. HANCE is an advisory practice and does not hold independent investigative authority or conduct client investigations. We help organisations design investigation protocols, evidence documentation templates, conflict screening rules, and case tracking workflows for the client's internal HR, legal, or appointed external investigators to execute.
What response times should organisations establish for case milestones?
Target response times vary by entity size, staffing, and issue severity. We help clients establish illustrative operational benchmarks—such as initial acknowledgement within 48 hours and triage completion within 5 working days—while clarifying that internal SLA targets are operational governance guidelines, not statutory deadlines.
Start the conversation
Discuss the people challenge behind your business goals. We will establish whether a focused diagnostic, project or defined advisory retainer is appropriate.