Basic Complaint Handling
Basic Complaint Handling – This course is designed to help managers and supervisors to deal with complaints including bullying, harassment, sexual harassment and other forms of misconduct. This is not a full workplace investigation course.
As a manager you may be the first port of call for someone making a complaint or you may be the person that becomes aware of employee misconduct.
While managers may not need complete and in depth workplace investigation training it is important that they deal with misconduct and/or receive complaints in a proper manner and take some sort of action.
- Types of action can include
-
- Informal enquiries
- Formal investigation
- Dispute resolution
- Refer to HR or outsource to an external investigator
Before you take any action, it is important to understand what the complaint is because failure to act could result in a breach of a duty of care and a claim of negligence.
The Basic Complaint Handling training program has been designed to teach managers and supervisors;
While an investigation may be time-consuming and costly if you outsource it is likely the cost of NOT conducting one could be substantially greater.
If you dismiss or take disciplinary action against an employee without having properly investigated the incident or issue and establishing relevant facts it is possible that the Fair Work Commission or a Court could find that the dismissal or disciplinary actions were harsh, unjust or unreasonable and remedies at law could be applied.
The Basic Complaint Handling 1 training program is a short course that runs for about 90 minutes to 2 hours, it is a lecture format with some interactive case studies and discussions.
This section of Managements Essential can be provided separately live, or we have a recorded option to allow you to purchase the program and deliver it whenever and as many times as you like, please contact us for details – enquiries@awpti.com.au
Basic Complaint Handling 2 is a half day course that has the same content but in addition provides managers with the opportunity to practice interviewing with our facilitators acting in the role of the complainant.
We recommend a limit of 6 -8 managers in Basic Complaint Handling 2 to allow for sufficient interview practice time.
This course is part of our On Demand selection, it is conducted remotely via Zoom
The On demand programs can be delivered in 2 ways;
1 x half day (approximately 4 hours) program.
2 x 2 hour sessions
For organisations we provide a flat rate cost with unlimited participants, the same cost rate is applied to the 2 x 2 divided sessions that can be conducted to suit your timetable for example consecutive days or once a week depending on your needs, we are very flexible.
We will also conduct the course for limited numbers or even 1 person as an On Demand Course, please contact us for details and costs.
The Basic Complaint Handling training program is also part of the larger Management Essentials Program
The training is conducted by Phil O’Brien a highly qualified and experienced workplace investigator as a result of having to investigate a number of complaints against managers that had their origins in complaints made to a manager where no action is taken. The training is not theory based, it is based on actually complaints and issues experience by managers. and designed to ensure that if a complaint is made that the manager acted in the appropriate manner.
Please contact us for more details, costings and to book courses – enquiries@awpti.com.au
Failure to manage complaints
If you fail to manage a complaint the following may result:
This course has been designed for business owners, managers and supervisors of all levels it is not as in depth as the full Investigation Workplace Misconduct courses details are here that has been designed for HR professionals.
AWPTI – workplace investigation Sydney and through-out NSW, QLD and Victoria. Workplace training national wide
Misconduct investigations, bullying investigations, harassment investigations & sexual harassment investigations, complaint investigations, grievance investigations, discrimination investigations
www.awpti.com.au
http://awpti.com.au/investigations/
http://awpti.com.au/training/