Triaging Complaints

This practical training module will explore how conflict and complaints may arise and how they can be appropriately assessed and responded to in an effective and efficient manner with consideration of the relevant risk.

Determining the best approach when a complaint is raised is not always straightforward. However, there are some consistent considerations that can be made when responding to a complaint that can assist in ensuring complaints are treated appropriately, fairly, and in a considered manner.

Responding to conflict and workplace complaints can be challenging for a range of reasons, including that complaints can be general and lacking in detail, and there may be pressure to respond in a particular way.

Topics covered

  • Professional conduct in the workplace
  • Values, culture, policies, and processes – the difference these make and why they are important.
  • Overview of the relevant legal framework with a focus on bullying, discrimination, health and safety obligations, and sexual harassment.
  • Minimising conflict and responding to complaints.
  • Addressing conflict effectively, the causes of conflict.
  • What to do when faced with complaints and allegations.
  • Triaging complaints – choosing the best way forward.
  • Assessing the complaint
  • Clarifying the complaint
  • Best response: Informal options or Formal options.
  • Managing risks: including bullying claims, unfair dismissal, and adverse action.

Learning Outcomes

Participants will gain an understanding of the regulatory framework around behaviour at work and be able to use this to develop and hone their judgment in dealing with workplace complaints. Participants will be able to identify workplace complaints, formulate options for dealing with the complaint and make informed judgements on the best response to dealing with a complaint.

Topics covered

Conflict and complaints

  • When, why, and how does conflict arise
  • Ways to minimise conflict
  • What gives rise to complaints

Assessing a complaint

  • What to do when faced with a complaint
  • Assessing the complaint
  • Clarifying the complaint for the purpose of triage
  • How to determine how to address the complaint

Responding to a complaint

  • Determining what the best response to a complaint is
  • Informal options
  • Formal options

Risk and stakeholder management

  • Recognising, assessing, and managing risks that may arise when a complaint is made and when determining how to respond to the complaint.

Who should attend?

– HR/ER Professionals

– Managers

– Complaint contact officers

 

Would you like to become a Workplace Relations Specialist?

This workshop can be completed as part of our AHEIA Workplace Relations Specialist Accreditation.

Are you looking for other Workplace Relations workshops?

You may be interested in the following AHEIA training programs:

Facilitators
Alexandra Boudrie - Managing Partner - Grange Advisory

Prior to forming Grange Advisory, Alexandra worked as a lawyer with a boutique employment law firm. Alexandra has also worked in both employee relations and HR legal roles with global financial institution ANZ Banking Group, and as a lawyer with top-tier law firm Ashurst. Read more about Alexandra here

Suzy Mallett - Senior Investigator & Consultant - Grange Advisory

Prior to joining Grange Advisory Suzy worked as a Lawyer and Manager at one of Australia’s largest plaintiff law firms. After admission to legal practice in 2005, Suzy worked within several compensation law practices and on personal injury class actions. Read more about Suzy here