Summary: GAO reviewed administrative grievance systems at selected federal agencies.
GAO found shortcomings which lessen the effectiveness of the grievance procedures, including: (1) untimely processing of grievances by agencies, and (2) lack of a formal systematic method to determine how well the systems operate. Although the departments and agencies have established time limits to provide orderly processing and timely resolution of grievances, they are not meeting the deadlines. Taking more than the allowed time to settle grievances decreases confidence in the system and detracts from its credibility. Two departments have implemented grievance mechanisms which may help reduce the time it takes to process a grievance. The departments and agencies generally do not have a basis for judging the effectiveness of their administrative systems. Some have begun to collect information to evaluate their systems, but none has an overview of the systems' effectiveness. GAO believes that, to evaluate their systems, departments and agencies should collect information, such as: (1) the types of grievances; (2) where grievances occur; (3) how and at what level in the process grievances are resolved; (4) the time it takes to process and resolve grievances; and (5) causes of delays in processing grievances.
