I'll use the example of a maximum security institution. A good example is when an inmate is playing the radio and turns up the volume. They do that for all kinds of reasons. Security problems are created when that happens. The staff member will go down the range and ask the offender to turn down the radio. The offender refuses. The staff member then gives an order to the inmate. The inmate refuses. Then the inmate can potentially be internally charged for refusing an order.
The inmate's recourse then is to file a complaint, a grievance. In those cases a grievance would normally be denied, assuming that the officer interacted with the inmate in an appropriate manner. But if the inmate doesn't like that, they can file a second-level grievance and a third-level grievance, and each time we go back to the staff member and ask them to explain why they did the job they were supposed to do.
You can imagine, if you get an offender who then waits for you to show up on every shift and watches your every move and then puts in a complaint, and then a grievance on that, it really is demoralizing for the front-line staff member--knowing that when he or she comes on and is on that floor to protect the safety of the inmates and the safety of his or her colleagues, to protect, ultimately, the safety of Canadians, the offender is writing up a complaint or grievance on every step he or she is taking. It does become demoralizing after a while.