Responding to a grievance
Use this page to understand your responsibilities as a Commanding Officer (CO) when a grievance is submitted to you.
COs may also receive requests for proactive resolution or Notices of Intent (NOIs). These do not start the grievance process. This page explains what to do once a grievance has been submitted.
More detailed information about the grievance process is available in QR&O Vol 7 Grievances, DAOD 2017-0 and the CAF Grievance Policy.
Step 1: Acknowledge and assess the grievance
If a grievance is submitted to you as a CO, you must, within 10 days:
- Acknowledge receipt to the grievor
- Register it in the National Grievance Registry (ICRTS)
- Complete the CO’s checklist (found in ICRTS)
- Review the grievance to determine whether you are authorized to act as the initial authority (IA). See QR&O: Volume I - Chapter 7 Grievances for more information.
- Assign an Assisting Member (a qualified CAF member at the rank of Sergent or above), unless the grievor declines such assistance
If you cannot act as the IA, you must:
- Forward the grievance to the Canadian Forces Grievance Authority (CFGA)
- Forward any relevant information to the CFGA, as soon as possible.
- Inform the grievor in writing of the action taken and provide them with a copy of any additional information forwarded to the CFGA.
- Provide reasons as to why you cannot be the IA.
Note: You cannot act as the IA for grievances relating to your own decisions, conduct, or matters outside your authority.
Step 2: Review the grievance and gather information
Once the grievance has been registered, you must review the issue and gather any information needed to understand the circumstances. This may include:
- reviewing relevant legislation, policies, orders, or records
- consulting with subject‑matter experts
- asking the grievor or others for clarifications or additional information
- considering previous similar cases, where appropriate
Throughout the review, the CO must ensure that the process is fair, timely, and impartial.
Note: The CFGA may provide guidance to COs on conducting a complete and procedurally fair review.
Step 3: Make a decision as the IA
If you are authorized to act as the IA, you must make a decision on the grievance once the review is complete.
The IA decision must:
- be rendered within 120 days
- address each issue raised in the grievance
- explain the reasoning and findings
- identify any corrective actions, if applicable
- reference relevant policies or authorities, where appropriate
The decision should be documented clearly and supported by the evidence considered.
Step 4: Communicate the IA decision
Once you have made your decision, you must:
- Provide the grievor with a written decision, including the rationale and any actions being taken
- Inform the grievor of their options if they are not satisfied with the IA decision, including how to request a review by the Final Authority
- Send required documentation to CFGA in accordance with applicable policy
Communicating the decision promptly helps ensure transparency and supports confidence in the grievance process.
Support services
COs and others involved in responding to a grievance can contact the Grievance Centre of Expertise for guidance on IA responsibilities and the grievance process, including guidance when a decision is not rendered within the 120-day time limit.
For advice and support related to submitting a grievance or exploring other complaint mechanisms, CAF members may also contact their local Conflict and Complaint Management Services (CCMS) office.