5. Key points

• Grievances and disputes are bound to occur inside and outside an association. It is advisable for associations to have a simple grievance policy that lays down the procedures for settling grievances and disputes.
• Grievances and disputes are most commonly resolved through informal processes, but formal processes may be required for more serious, complex matters.
• The aim of a grievance procedure is to reduce disharmony in an association and to provide a fair, consistent and timely approach to dealing with grievances and disputes.