Staff Grievance and Complaints Policy Training Questions

This article provides training questions related to staff grievance and complaints policy. It outlines the steps to be taken for minor grievances, strict guidelines for handling complaints, and procedures for serious grievances or complaints. It also covers the policy and procedure to be followed in the event of staff misconduct. The article is relevant for staff training in any organization.

STAFF GRIEVANCE
AND COMPLAINTS
POLICY TRAINING
QUESTIONS

TASK
Question 1
outline the steps taken by the staff when dealing with a minor grievances or complaint
A grievance or complaint procedure against the company or an employer can be initiate
d in order to deal with the conflicts occurred between employees and employers. Such
procedures or steps enables to proceed with the complaint in an unbiased manner. This
steps also ensures complainant to come forward comfortably with grievances or
complaint.
The steps which needs to be followed for dealing with grievances or complaints are as
follows:
 An email or letter should be prepared regarding the issue and sent it to
respective employer or manager.
 After email, meeting shall be held in response to complaint and both the parties
are called upon for interview and a mediator may also be appointed.
 After enquiring with all involved in matter, evidence shall be gathered against the
alleged offender.
 After giving all an opportunity of hear the decision is made in order to resolve the
matter. Such decision are appealable.
 An employee if not Satisfied with the decision can go for appeal, it can be done
either by a formal letter or email.

Question 2
Outline the strict Guidelines Centre staff will follow in handling complaints.
Following are the strict guidelines which are required to follow centre staff in order to
handle complaints:
 The confidentiality must be maintained and respected regarding the information
of complaints and complainant. Only those parties are informed who are involved
in a matter.
 A supervisor shall be nominated who shall supervise and ensure that the
complaints proceedings are handled fairly without any biased.
 Relevant descriptions like name and contact number of a person who is
appointed to handle the complaint shall be forward to the complainant and the
defendant. Both the parties shall keep all the information up to date in to suport
investigation.
 There is rule to assist those who wish to make complaint, an interpreter can be
arranged to prepare the complain. During proceeding both complainant and
respondent shall given assistance of a person who shall represent them in a
meeting.
 No staff member shall be kept in shadow in any way just because they have filed
complaint or for being a witness to a complaint.
Question 3
(a) It is not appropriate for staff to discuss the grievances issue or complaint with
other staff, families of children at the centre, or any other person.
FALSE
(b) The Nominated Supervisor will investigate and resolve grievances issues
through an interview process with everyone in the centre.
TRUE

(c) Grievances or complainants should at all times be treated in a confidential,
private and sensitive manner.
TRUE
(d) Grievances and complaints can be discussed in a staff meeting once the isue
has been resolved.
TRUE
(e) It is inappropriate to publicly discuss a grievance in a group forum, and on
internal platforms including social media.
TRUE
QUESTION 4
Who must all serious grievances and complaints be referred to?
All the serious grievances and complaints at the first instance must be made in notice to
the Nominated Supervisor. Such supervisor shall take all the records of the matter on a
Staff Grievances and Complaint Register. Further, an initial investigation shall be
initiated and forward to Operation Manager for subsequent investigation and actions
may be taken as required. Provided that matters which are not resolved at the centre
level shall be forwarded to the Operations manager.
Question 5
Outline the Procedure that is followed for a serious grievance or complaint.
The procedure relating to serious grievances or complaint is a mode through which
internal disputes especially of serious nature can be resolved and addressed by filing
procedure for filling and resolving grievance. Following are the procedure followed fo a
serious grievances or complaint:
 A formal written application or mail shall be make by employees.

 After considering the application an official investigation is initiated in order to
determine the issue.
 An investigator is required to write all the facts based on isues in order to
conclude the matter.
 A mediator is appointed for the determining the issues between the parties and
resolve the matter amicably.
 Evidence are exhibited and contentions of parties are heard and finally on merit
matter is adjudged.
 Where a party is not satisfied with the decision, an appeal can be moved.
Question 6
What should you do if you feel that your grievances or concerns are still
unresolved after consultation with the Nominated Supervisor, or feel it is not
practicable to address it with the Nominated Supervisor.
Where a staff is under an apprehension that their grievances or complaints are standing
unresolved even after consultation with the Nominated Supervisor or they are of the
opinion that such supervisor is not enable to resolve their concerns. In such situations
staff can directly make approach to Operations Manager for their assistance. From
there the Operation Manger will proceed with further investigation into the matter.
Question 7
What policy must be followed in the event of staff misconduct?
Staff misconduct policy is the set of rules, regulation or guidance which governs
performance and management conducts, it also provides guidelines for disciplinary
actions or termination against misconduct committed by staff. Following are the polivies
which must be followed in the event of staff misconduct:
 intimate employees that their behaviour and conduct at workplace is against the
code of conduct and strictly unacceptable and inappropriate.

 Initiate disciplinary committee to decide gravity of misconduct by the staff.
 Resolve issues and encourage improvements.
 Staff member can be either admonished or terminated on grounds of findings.
Question 8
What procedure must be followed in the event of staff misconduct ?
Where a staff or any member engages in a misconduct, if there are reasonable grounds
then such staff member or staff can be dismissed form employment without even notice
or pay after the determination in disciplinary action.
The procedures which are required to undertake at time of staff misconduct are as
follows:
 At first stage a preliminary investigation conducted, in this stage it is necessary to
identify that any prima facie case of misconduct exits or not.
 A charge sheet shall be issued against the staff who committed misconduct once
the misconduct is established and such charge sheet shall be sent to the staff or
any member against whom charge sheet is issued and sanction may be imposed
as per the seriousness of the misconduct.

CONCLUSION

REFERENCES
Books and Journals