Complaint Resolution Procedure (Staff)

Purpose

The Complaint Resolution Procedure provides a clear, fair, and timely process for handling concerns raised by staff members. It aims to promote a respectful workplace, encourage open communication, and resolve issues before they affect morale, productivity, or the organizations reputation.

Scope

This procedure applies to all employees, contractors, volunteers and temporary staff, regardless of position or tenure. It covers complaints about:

• Workplace harassment, discrimination or bullying
• Unfair treatment, performance appraisal disputes, or promotion concerns
• Health and safety hazards
• Policy or procedural inconsistencies
• Any other matter that may affect an employees ability to work effectively

Key Principles

• Confidentiality: All complaints are handled with the utmost discretion.
• Impartiality: Investigations are carried out by neutral parties.
• Timeliness: Issues are addressed promptly, generally within 30 days.
• Transparency: Parties are kept informed of progress, within confidentiality limits.
• No Retaliation: Employees are protected from any adverse action for raising a concern.

Procedure Steps

1. Reporting a Complaint

Staff may report concerns through any of the following channels:

• Direct supervisor or line manager (except when the complaint involves them)
• Human Resources (HR) department email, phone, or inperson
• Designated Ethics/Compliance Officer
• Anonymous reporting hotline or online portal

When submitting a complaint, provide:

• Names of involved parties
• Date(s) and location(s) of the incident(s)
• Description of what happened
• Any supporting evidence (emails, photos, witness statements)

2. Acknowledgement

Within 2 business days of receipt, the designated officer sends a written acknowledgement, outlining the next steps and an estimated timeline.

3. Preliminary Assessment

The officer reviews the complaint to determine if:

• It falls within the scope of this procedure
• Immediate action is required to protect individuals or property
• Further information is needed before proceeding

If the issue is outside the scope, the complainant is advised of alternative avenues.

4. Investigation

A thorough, impartial investigation is launched. Key elements include:

1. Assigning an Investigator: Typically a senior HR professional or external consultant.
2. Gathering Evidence: Interviews, document review, and site inspections.
3. Maintaining Confidentiality: Only individuals directly involved in the investigation are informed.
4. Timeline: Most investigations are completed within 20 business days unless complexity warrants extension.

5. Decision & Resolution

After the investigation, the investigator prepares a report with findings and recommended actions. The appropriate manager reviews the report and decides on corrective measures, which may include:

• Coaching or training for the parties involved
• Formal reprimand or written warning
• Reassignment of duties or departmental transfer
• Termination of employment (in severe cases)
• Policy revision or additional safety measures

The complainant receives a written summary of the outcome, ensuring that any confidentiality constraints are respected.

6. Appeal

If either party disagrees with the decision, they may appeal within 10 business days. An appeal is reviewed by a senior manager not previously involved in the case, or by an external adjudicator if required.

7. FollowUp

HR conducts a followup check 30 days after the resolution to confirm that the issue has been effectively addressed and that no retaliation has occurred.

Roles and Responsibilities

Employee (Complainant)

• Provide accurate and complete information.
• Cooperate with investigators.
• Maintain confidentiality of the process.

Supervisor / Manager

• Listen without judgment and encourage reporting.
• Refer the complaint to HR when appropriate.
• Ensure no retaliation occurs within their team.

Human Resources / Ethics Officer

• Receive, log, and acknowledge complaints.
• Conduct or coordinate investigations.
• Document decisions and maintain secure records.

Investigator

• Remain neutral and unbiased.
• Gather and evaluate evidence objectively.
• Prepare a clear, factual report.

Senior Management

• Approve final actions and ensure resources for implementation.
• Review trends and recommend preventive measures.

Record Keeping

All complaint files are stored securely for a minimum of five years. Access is limited to individuals directly involved in the case and senior management. Files are destroyed in a confidential manner after the retention period.

Training and Communication

All staff receive annual training on:

• How to raise a complaint
• Understanding the rights and protections under this procedure
• Recognizing and preventing workplace harassment and bullying

Regular reminders and updated policy documents are posted on the intranet.

Monitoring and Continuous Improvement

The organization reviews complaint data quarterly to identify patterns or systemic issues. Results are reported to the Executive Committee, which may commission policy revisions, additional training, or changes to the procedure itself.

Contact Information

For any questions or to initiate a complaint, please contact:

Human Resources Department
Email: hr@company.com
Phone: (555) 1234567
Ethics Hotline (anonymous): 18005557890