The CLC doesn't represent individual members. We're a federation of unions. Each union, and each local in each union, may have a different approach, depending on the workplace, the language that has been negotiated, and so on.
I think, though, on the whole, the desire is, in any workplace conflict, to try to resolve it first informally. If that's not possible, you go to a formal grievance procedure, according to whatever is negotiated in your collective agreement. There may be additional policies at the workplace that need to be followed as well.
The union can have a couple of different roles. Sometimes we have member-to-member conflicts, in which case we have the dual duty of making sure that one member who is the complainant has access to justice and is feeling safe in the workplace, and so on. For the other member, the process ensures that due diligence is followed. We have a duty to have fair representation for all of our members, and our commitment is to make sure that the processes are followed accordingly.