Complaint Management Training

Complaint Management Training – As an business owner, employer or manager you may have to deal with complains from stakeholders including clients, customers, suppliers or employees.  Complaints could relate to a number of issues, from experience we have found common complaints include;

  • The behaviour of your staff towards stakeholders/clients/other employees
  • The way in which your organisation or facility is being run
  • Inaction by the organisation
  • Workplace incidents, accidents or injuries

It is important that you deal with complaints in a proper and timely manner and take some sort of action, types of action can include

  • Informal enquiries
  • Formal investigation
  • Dispute resolution

Before you take any action, it is important to understand what the complaint is.  Failure to act could result in a breach of your duty of care and a claim of negligence

Failure to manage complaints

If you fail to manage a complaint the following may result:

  • Action by any regulating authority.
  • The potential for action under the Work Health and Safety Act for any subsequent injury or illness suffered by the complainant
  • An inability to defend a legal claim by an employee due to lack of evidence
  • Being found vicariously liable for the actions of an employee (e.g. “reasonable steps” defence)
  • May give rise to potential penalties under the Fair Work Act bullying amendments – eg: the commission will be required to take into account what actions the employer took in response to original complaint
  • Being unable to show circumstances of mitigation to a court or tribunal in response to a legal claim
  • Failing to meet relevant duty of care to employees
  • Being subjected to adverse and/or damaging publicity
  • The loss of, or inability to attract, good employees – creates a poor work culture, (i.e. perception of employer incompetence)

Complaint Management Training provided by AWPTI can assist manage to deal with complaints in the workplace,

The course is designed for business owners, managers and supervisors of all levels who are often the first port of call when complaints are made. The session run for about 3 – 4 hours depending on the level of interaction from participants. This is not a complete investigation course, it is designed for initial incident response and complaint management.  More complex complaints are generally passed on to trained investigators.

This 1/2 day (3 – 4 hours) course includes;

  • Why people make complaints
  • Types of complaints
  • Types of workplace misconduct such bullying harassment, sexual harassment and discrimination.
  • Receiving & reviewing the initial complaint
  • Handling the matter internally or should it be outsourced?
  • Review of your policies and/or prevailing laws or regulations. Has the complaint breached a policy or a law or regulation that relates to your business or business sector.
  • Choosing the right complaint management strategy
  • Developing a term of reference and a complaint management plan
  • Communicating with the parties involved (complainant, respondent and witnesses)
  • Managing the expectations of complainants and the organisation
  • Interviewing the parties
  • Methods of interviewing, types of questions
  • Procedural fairness & support persons
  • Collecting and evaluating evidence
  • What to do with the parties during investigations
  • Reluctant complaints, witnesses and respondents
  • Counter complaints
  • Final reports
  • Providing outcomes

The Course provides participants with:

  • Practical skills to enable HR professionals and managers understand initial complaint handling
  • Practical skills to manage misconduct and employee complaints in the workplace and to understand and identify the type of complaint and to access the best method to deal with the complaint
  • The opportunity to hear and discuss real investigations
  • To understand current law relating to workplace bullying harassment, sexual harassment and discrimination.

Complaint Management Training PLUS can be a 1 or 2 day course that comprises the elements above plus more in depth investigation traying including complaint analysis, interview practice with facilitators in the roles as complaints, witnesses and respondent, evidence analysis and report writing.

Information on our full Investigation Workplace Misconduct courses.

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