Staff Grievance and Complaints Policy Training Questions

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