This is any complaint, usually by workers against management, relating to a breach or violation of the collective agreement, the common law and legislation as they pertain to labour  management relations, or the established workplace customs and practices. Grievance handling as an activity is synonymous with trade union problem- solving. It is seen as one of the most dominant trade union functions, with the other being collective bargaining. As a problem-solving activity, grievance handling is governed by a "grievance handling procedure". Such a procedure is usually set out in the collective agreement. A typical grievance handling procedure would have the following steps: The worker raises the issue with the shop steward/delegate, and they discuss it with the immediate supervisor. Failing a settlement at (1), the shop steward/delegate takes up the issue with the departmental manager. Failing a settlement at (2), the shop steward/delegate takes up the issue with higher management. Failing a settlement at (3), an official of the trade union secretariat will arrange a meeting with the senior management of the company, to discuss the matter. Failing a settlement at (4), the parties will subject the dispute to conciliation, mediation or arbitration, as the industrial relations system permits. In many cases, industrial action may be resorted to. This at times occurs before and after step 5