Informal Resolution


Informal Resolution is the term used in the grievance process where an attempt is made to resolve an issue after a redress of grievance has been submitted. The CDS has directed that any grievance that can be resolved informally by appropriate staff be resolved in such a manner if the proposal is acceptable to the grievor.

When is it appropriate to engage in the Informal Resolution process?

  • When, after reading the entire grievance file, an analyst believes there is a possibility to resolve an issue informally
  • After the analyst discusses the proposal with the redress authority
  • After the analyst receives the redresses authority’s approval to begin the process

Informal Resolution Process

There are four steps to the informal resolution process. They are:

Step 1: Confirmation that informal resolution is possible

Step 2: Terms of the resolution are defined

Step 3: Receptiveness of the grievor

Step 4: Formal acceptance or non-acceptance by the grievor in writing or via DWAN email

The grievor accepts, what happens next?

A document reflecting the grievor’s acceptance is sent to them for confirmation.

Note that in accordance with QR&O article 7.26 (Informal Resolution), if an IA or FA proposes to resolve a grievance informally and the grievor accepts, their acceptance indicates that they are fully satisfied and that they have no further right to submit a grievance, once the proposal has been implemented.

The grievor does not accept the terms, what happens next?

The informal resolution process ends. All documentation is placed separately within the grievance file and labeled “Proposed Informal Resolution”.

Note that in accordance with the principles of procedural fairness, the grievor and the decision-maker are authorized to access this information.