Complaint Management Training

Complaint Management Training – As a manager, you may be the first port of call for someone making a complaint or  you may be the person who becomes aware of employee misconduct. It is important that you deal with misconduct and/or receive the complaints in a proper 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 a duty of care and a claim of negligence

Failure to manage complaints

If an employer/manager fails to manage a complaint foloowing a workplace incident the following may result:

  • 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 1/2 day course includes;

  • Receiving & reviewing the initial complaint
  • Handling the matter internally or should it be outsourced?
  • Developing a term of reference and a complaint management plan
  • Advising the parties involved (complainant, respondent and witnesses)
  • Interviewing the parties (complainant & respondent) and witnesses, including
  • Methods of interviewing
  • Types of questions
  • Procedural fairness
  • Support persons
  • Collecting other evidence
  • Evaluating the evidence
  • Other issues including
  • What to do with the parties during investigations
  • Reluctant complaints
  • Counter complaints
  • Final reports

Complaint Management Training PLUS can be a 1 or 2 day course that comprises the elements above plus interview practice with facilitators in the roles as complaints, witnesses and respondent.

This course has been designed for managers 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