STAFF GRIEVANCE AND COMPLAINTS Section 4 – Procedure 8 Date of Issue: January 2013 Date of Review: January 2015
Grievance Process The following is a four level process: 1.
The staff member/client with the grievance will initially raise the issue with the person with whom they have the grievance. This process will involve the use of high level communication and conflict resolution skills. In some instances the issue may be resolved at this point. This level is quite informal and verbal. If the matter is not resolved:
2.
The staff member notifies the Executive Officer (EO), in writing or otherwise, as to the substance of the grievance. Discussion should be held between staff member and any other relevant party. This level will usually be informal, but either party may request written statements and agreements. This level should not exceed one week. If the matter is not resolved:
3.
The EO must refer the matter Committee of Management (COM), if applicable. A grievance taken to this level must be in writing from the Staff Member. The EO will forward to the COM any additional information thought relevant. The EO provides a written response to the Employee. The EO also communicates with any other parties involved or deemed relevant This level should not exceed one week following the next scheduled meeting. If the matter is not resolved: The staff member may appeal the decision of the grievance investigation by making a formal written appeal with 14 days.
4.
The Employee will be advised of his/her rights to pursue the matter with external authorities if they so wish.
Agencies that may assist with Staff Grievance or Complaint Office of the Employee Ombudsman State Administration Centre 200 Victoria Square, Adelaide SA 5000 Tel:08 8207 1970 Email: oeo@sa.gov.au Equal Opportunity Commission Level 10, 30 Currie Street, Adelaide SA 5000 Tel: 8207 1977 TTY: 8207 1911 Toll Free for country callers: 1800 188 163
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Staff may also wish to contact their Individual Staff Union Representative.
Attachments A
Sample Staff Grievance/Complaint Procedure
B
Complaint and Disputes Record Form 13
C
Complaints Data Collection Form 14
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Attachment A Sample Staff Grievance/Complaint Procedure Complaint
Remember: Complainant approaches a staff member: If approached they should:
Complainant decides how
•
listen
•
give information / options
•
act as support person; or
•
refer to a mediator (another member of staff or could be a Management Committee member)
The complaint belongs to the complainant. Although this is an example procedure, the complainant always decides how they would like their complaint to be handled.
Complainant decides how they want to handle the complaint
Informally
Complainant wants
Formally
no action taken Mediation attempts to resolve complaint
Successful Resolution
Unsuccessful Resolution
External Complaints Process
Complainant lodges written complaint to BINSA
Mediation attempts to resolve complaint
Successful Resolution
Sometimes the complainant simply wants their issue to be heard. In this case no formal or informal action needs to be taken.
Unsuccessful Resolution
Investigation
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Attachment B Complaints Record Form Name of Person Making Complaint: Contact Details:
Name of Person to Whom Complaint was made: Date: Nature of Complaint:
Signature complainant/family member: Signature of person completing form: Date:
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Attachment C Complaints Data Collection Name of Complainant:
Date:
Summary of Complaint (e.g. staff, service etc):
Details of Response (e.g. time taken, action etc):
Details of Resolution:
If not resolved what further action has been taken? Who is responsible to take action? By what date? Additional comments:
Signature Signature
of of
complainant/family person
completing
member: form:
Date:
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RELEVANT LINKS
• • •
Standard Operating procedures (SOPs) – N/A Operational Instructions (OI) – N/A Forms (F)
Form 13 Complaints Form ..\..\..\..\Policies & procedures\Forms\Form 13 - Complaints Form.doc
Form 14 Complaints Data Collection ..\..\..\..\Policies & procedures\Forms\Form 14 - Complaints Data Collection.doc
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