Staff Complaint Reasons and Handling Mechanisms: Sebeta Town Administration Education Office in Focus, Oromia Regional State, Ethiopia

Abstract

The objective of this paper was to investigate the nature of staff complaints in Sebeta town education office. The study also assessed the reasons for complaints and examined ways of handling the complaints. In the research, case study research design was used. Data were collected through semi- structured interview guide from four team leaders, four staff members as well as three discipline committee members working in the education office. The respondents were selected purposefully. Based on the research findings, complaints in the office have emanated from the manner the organization is structured with regard to departments and human power, the way of doing things (stringency and unfairness), individual differences, and the challenges from the management. Though the management was open to deal with the complaints from the staff, some of the most common complaints by employees were low pay and benefits, unfair and frequently changing organizational structure, absences of promotion, and high work load. Most employees believe that their concerns cannot be solved at office level. Despite the availability of formal committee at office level to deal with grievance from the employees, nearly all complaints fail to pass through this formal channel.