Verbal complaint - the employee states his problem to his supervisor.
Investigation - the supervisor listens, investigates the problem and suggests solutions.
Formal written complaint - if the employee is not satisfied with the suggested solutions, he/she can make a formal written complaint to the next level of management.
Further investigation by next level of management - this level investigates the problem again, suggests a solution and makes a recommendation.
Resolution of the problem - grievance is solved and the employee is happy.
If not satisfied, the employee declares a dispute - the matter is referred for mediation and arbitration.