Grievance and Complaint Procedure

1. Purpose [Business Name] is committed to providing a workplace where everyone is treated with respect and dignity. This procedure outlines the steps for resolving workplace complaints and grievances fairly and quickly. We aim to prevent issues from escalating and to maintain positive working relationships.

2. Scope This procedure applies to all [employees/contractors/subcontractors/visitors] of [Business Name]. It covers complaints related to:

• Workplace behaviour (bullying, harassment, discrimination)
• Work performance and management decisions
• Safety concerns (WHS issues)
• Client or customer interactions

3. Principles We will handle all complaints based on the principles of:

• Natural Justice: The person making the complaint and the person responding have the right to be heard and to know the case against them.
• Confidentiality: Information will be kept private and only shared with those who need to know.
• Impartiality: The person handling the complaint will be neutral and will not take sides.
• No Victimisation: No one will be punished for making a genuine complaint or for participating in an investigation.

4. Informal Resolution We encourage staff to resolve issues informally first.

• If you feel comfortable, speak directly to the person involved.
• Alternatively, ask your [Manager/Supervisor] for help to mediate a discussion.
• Document the outcome of this discussion.

5. Formal Complaint Procedure If an informal resolution is not possible or appropriate, follow these steps:

Step 1: Lodging the Complaint

• Put your complaint in writing.
• Include details of what happened, when, where, and who was involved.
• Submit this to [Contact Person/HR Manager] at [Email Address].

Step 2: Acknowledgement

• We will acknowledge your complaint within [Number] business days.
• We will tell you who will handle it and how long it will take.

Step 3: Investigation

• The investigator will interview the complainant, the respondent, and any witnesses.
• The respondent will be given full details of the allegations and a chance to respond.
• All evidence will be documented.

Step 4: Decision

• Once the investigation is complete, we will make a decision based on the evidence.
• We will inform the parties of the outcome in writing.
• Possible outcomes include mediation, counselling, disciplinary action, or no further action.

6. Appeals If you are not satisfied with the outcome, you may appeal within [Number] days. Submit your appeal to [Senior Manager/Owner] outlining why you believe the decision was wrong or unfair.

7. Record Keeping All records related to complaints will be stored securely in [Location/Software System]. Access is restricted to management and HR.

8. Related Documents

• Code of Conduct
• Workplace Harassment and Bullying Policy
• Work Health and Safety Policy

---

I acknowledge that I have read and understand this Grievance and Complaint Procedure.

Employee Signature: __________________ Date: __________________

[Business Name] Representative: __________________ Date: __________________