As an employer you have a responsibility to ensure that complaints are taken seriously, investigated timely and thoroughly, appropriate parties are disciplined based on factsand that documentation is maintained and secured for your records.
Priority #1: Be Responsive to All Complaints
- Never brush a complaint off
- Always remain neutral
- Keep an open mind and consider that the claim may be true
- Act immediately, same day or no later than next day if you have a good reason
- Gather statements from all parties with signatures and dates
Priority #2: Document and Keep Evidence Secure
- File all notes about complaints and meetings in a separate claim file
- Pull and file records, evidence and/or video of mistakes and/or behavior
Priority #3: Enforce Discipline
- Discipline appropriate parties who were confirmed to violate policy through fact finding
- Discipline any manager who was witness to incident who failed to address issue immediately
Keep in mind that there are always three sides to any story or complaint and your job is to get down to the facts of what has happened. It's not to say he or she was right but what has actually transpired based on what you can confirm. Make sure to advise all parties on what they did right and what they should've done differently.
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