Question
Does your office have a formal process in place for employees to lodge grievances or complaints? – for ‘Internal and external complaints’
Importance
All items relating to employment procedures are critical because employees understand their rights and entitlements and will seek advice from the Fair Work Ombudsman (FWO) if unsure.
The FWO tends to favour the employee before the employer.
Solutions
- Make sure you have a process for lodging a grievance or complaint. Create a simple form which can be filled in either manually or online.
- Ensure complaints can be submitted anonymously as well as having an identifiable option.
- Appoint someone responsible for dealing with grievances and complaints – usually this is the HR manager.
- Attend to every item concerning employment and pay conditions in a timely manner under the direction of a qualified HR person.
- For expert advice and support at all times call HR Advice Online 0413 617 855