Complaint handling - kujoshori

Japanese: 苦情処理 - くじょうしょり

(1) The system of accepting complaints from citizens about the work of administrative agencies and taking measures such as mediation and recommendations to resolve them. It is characterized by the fact that complaints from citizens can be resolved through simple and quick procedures compared to administrative appeals and administrative litigation. Complaint-handling agencies established by law include the Ministry of Internal Affairs and Communications, administrative consultation committees, the Ministry of Justice's Human Rights Bureau, human rights commissioners, local government citizen consultation rooms, and city consultation rooms (→ Ombudsman). (2) A system for quickly and peacefully handling everyday complaints about working conditions and complaints about the interpretation and application of labor agreements and work rules at an agency established independently by labor and management, without collective bargaining, industrial action, or court action. This processing agency is often established by a labor agreement. Grievance-handling systems are particularly widespread in American labor agreements, and, together with arbitration systems, they help stabilize labor-management relations during the term of the agreement. In Japan, a considerable number of agreements stipulate grievance handling systems, and Article 12 of the State-Owned Enterprise Labor Relations Act and Article 13 of the Local Public Enterprise Labor Relations Act make it mandatory for such systems to be established.

Source: Encyclopaedia Britannica Concise Encyclopedia About Encyclopaedia Britannica Concise Encyclopedia Information

Japanese:

(1) 行政機関の業務に対する国民の不平不満に関し，その申立てを受理し，その解決のために斡旋，勧告などの措置をとること。行政上の不服申立てや行政訴訟に比べて，簡易迅速な手続で国民の苦情が解決されうる点などに特色がある。法令で設置されている苦情処理機関としては総務省，行政相談委員，法務省人権擁護局，人権擁護委員，地方公共団体の市民相談室，市政相談室などがある (→オンブズマン ) 。 (2) 労働条件に関する労働者の日常の不平不満，および労働協約や就業規則の解釈適用に関する苦情を，団体交渉や争議行為を行なったり，裁判所に訴えたりすることなく，労使で自主的に設けた機関において迅速かつ平和的に処理しようという制度。この処理機関は労働協約により設けられることが多い。苦情処理制度はアメリカの労働協約において特に広く普及しており，仲裁制度と相まって協約期間中の労使関係の安定をもたらしている。日本でも相当数の協約に苦情処理制度が規定されており，また国営企業労働関係法 12条および地方公営企業労働関係法 13条では，この制度の設置を義務づけている。

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