Complaint Management Case Study

984 Words4 Pages

WeaveTech Complaint Management System
At WeaveTech, we promote open and honest communication. Conflict is natural and exists in every organization to some extent. However, we have a legal and moral obligation to ensure employees have methods for conflict resolution. The objective of our complaint management system is intended to bring human rights issues to the attention of management and be dealt with appropriately. We will maintain and build relationships through providing a fair procedure which we will use as an opportunity to prevent and resolve issues about work standards and performance. Retaliation of any kind against anyone using the procedure if strictly prohibited. Any questions regarding this procedure should be addressed …show more content…

If an employee is not able to work with their immediate supervisor, they can contact another department administrator or the Human resource Department for assistance with the complaint.
Informal Complaint May be Appropriate When:
Allegations are less serious
The employees have a working relationship
There is a chance of quick resolution
Employee prefers it to be handle informally (as long as informally is appropriate)
Formal Complaint
The confidential written formal complaint process is to be used for issues that relate to an employee's relationships or working condition if the resolution of an issue cannot be resolved through an informal complaint. While the process is confidential, the person identified as the causing a specific issue or as the source of the problem, will be notified of the complainant's identify.
Formal Complaint May Be Appropriate When:
The complainant requests the complaint be formal
Serious allegations of misconduct are present
Informal attempts to resolve the issue have failed
The person filing the complaint has been victimized
An informal resolution might compromise the rights of one of the involved …show more content…

Once the formal complaint is initiated, the supervisor must meet with the complainant within ten (10 days to discuss the details of the complaint.
The supervisor has ten (10) days to investigate the situation and provide a written response to the complainant.
The complainant then has ten (10) days to determine if the response from the supervisor is satisfactory. The employee shall provide a written response on whether they feel the situation is resolved or not. if it is resolved, no further action is required of either party.
If the employee feels the situation is not resolved, they have ten (10) days to notify their immediate supervisor of the decision and submit their complaint to the next level of supervision along with actions taken to date.
The next level supervisor with have ten (10) days to meet with the employee to investigate and provide a response in writing to employee and the immediate supervisor.
The steps 3-6 can be repeated, as necessary, up the chain of command.
Once a resolution is accepted by the employee, the written decision and written acceptance will be documented in the employee’s personnel

Open Document