Evaluating Grievance Redressal Procedures in Public Service Institutions: A Case Study of Tanzania Social Action Fund

Abstract

This study evaluated the effectiveness of Employee Grievance Redressal Procedures (EGRPs) at the Tanzania Social Action Fund (TASAF), focusing on employee awareness, accessibility, procedural clarity, and satisfaction with grievance outcomes. Using a mixed-methods approach involving surveys of 180 employees and interviews with 10 departmental heads, the research applied Accountability Theory and Procedural Justice Theory to understand institutional performance. Data collection involved Questionnaire Survey with the use of semi-structured questionnaire tool for junior and senior employees and unstructured interviews with department heads. Quantitative data were analyzed using descriptive statistics Findings revealed that while a majority of employees (83.33%) were at least somewhat aware of grievance procedures, significant challenges remained. Over 27% of respondents found it difficult to access grievance information, and 16.67% found procedures unclear. Only one-third of employees had ever filed a grievance, pointing to persistent concerns about confidentiality and retaliation. Interviews with TASAF managers reinforced survey findings, highlighting inconsistencies in grievance handling, limited staff training, and communication gaps, especially in remote areas. Managers acknowledged delays in resolution and challenges ensuring fairness and neutrality in investigations. Despite efforts to promote transparency, employees perceived gaps in follow-up and procedural clarity. The study recommends strengthening grievance mechanisms through standardized training, improved communication tools, independent oversight committees, and stronger protections against retaliation. These reforms aim to enhance trust, efficiency, and fairness in TASAF’s grievance redressal system, contributing to a more accountable and equitable public service environment.