Complaints Policy for XYZ Enterprises: Definition, Receipt, Handling, and Resolution

This complaints policy applies to complaints received by XYZ Enterprises about our operations, programs, services, staff, and customers. The policy defines a complaint, outlines how complaints are received and handled, and provides information on resolving complaints. The company is committed to creating a work environment free from discrimination and harassment. The policy also includes information on documenting complaints, company obligations, and employee rights.

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Complaints Policy
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Complaints Policy
XYZ Enterprises, HR Department
This complaints policy applies to complaints received by XYZ Enterprises about our
operations, programs, services, staff, and customers.
Policy Statement
XYZ Enterprises has a commitment to creating a work environment which is free from
discrimination and harassment where all staff and customers are treated with dignity,
courtesy, and respect. XYZ Enterprises has an obligation to equitably address all complaints
and to handle them confidentially, impartially and recommendations implemented.
Definition
A complaint is an expression of dissatisfaction with regard to the service, actions, or lack of
action by XYZ Enterprises as a company or staff member representing XYZ Enterprises
(Boden, 2015).
Complaint Receipt and Handling
A complaint may be received in writing (through fax, email, mail) or verbally (through phone
or in person) (Stauss & Seidel, 2010). The company’s staff that receives a complaint should
first ascertain the appropriated person to address it. The right individual will generally be one
with a primary relationship with the complainant or has the required knowledge that is
required to address the issue. It is the responsibility of the staff who receives the complaint to
either address it or forward it to the appropriate staff who can effectively address it. If the
complaint is forwarded, the recipient has to acknowledge reception and he/she will work on it
promptly.

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The first recipient of the complaint should acknowledge to the complainant the reception of
the complaint and that it will be addressed either by him/herself or another employee. The
acknowledgment should be inclusive of a timeframe for action (if possible). Primary contact
information such as name, phone number, and email address should be recorded at first.
Resolving the Complaint
A prompt resolution should characterize every complaint. When a verbal complaint is
launched, the responsible employee should actively listen and seek to comprehend the issue,
and if possible provide an immediate solution. Written complaints should be acknowledged
within 2 working days and employee should try to resolve the complaint within 10 working
days.
In situations where the complaint is complex, it should be forwarded to the appropriate Vice
President. If the VP is unable to address it, it will be forwarded to the President and CEO.
However, if the matter concerns the President and CEO, it will be addressed by the Chair of
Governance and HRM Committee.
Documenting the Complaint
A record of any complaint must be recorded on the complaints tracking worksheet including
complaint description, who addressed it, action taken for resolution, timeframe, and the
resolution description.
Company Obligations
i. Provide employees with work to do, workplace and access to it. Provide tools,
equipment and any other facilitation necessary to do their work
ii. Give employees correct information about rights under their contract.
iii. Give employees reasonable opportunity to have their complaints looked at.

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iv. Observe Health & Safety Regulations (Rousseau, 2008).
Employee Rights
i. To personally do the work they were hired to do
ii. Duty to be honest.
iii. Disclose wrongdoing including that of other staff, even if this will incriminate them
(Werhane, Radin, & Bowie, 2008).

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References
Boden, A. (2015). Handling Complaints Pocketbook. Management Pocketbooks.
Rousseau, D. M. (2008). Psychological contract inventory: Employee and employer
obligations. The Heinz School-Carnegie Mellon University, USA.
Stauss, B., & Seidel, W. (2010). Complaint management. Introduction to service engineering,
414-432.
Werhane, P., Radin, T. J., & Bowie, N. E. (2008). Employment and employee rights. John
Wiley & Sons.