Grievance

Receive: The Grievance Handling Committee receives all grievances that come through via email, Phone and directly. The Grievance Handling Committee will review the grievance form and process the grievance in accordance to this procedure.

Record: All formal grievances will be logged in the Grievance Register and Grievance Lodgment Forms will be saved in record of correspondence.

Acknowledge: A grievance will be acknowledged, by the grievance owner, within five working days of a grievance being submitted.

Investigate: The Grievance Handling Committee along with the employees is responsible for investigating the grievance. The investigation may require the team to make site visits, consult employees, contact victim and complete other activities. Records of meetings, discussions and activities all need to be recorded during the investigation. Information gathered during the investigation will be analyzed and will assist in determining how the grievance is handled and what steps need to be taken in order to resolve the grievance.

Act: Following the investigation, the Grievance Handling Committee will use the findings to create an action plan outlining steps to be taken in order to resolve the grievance. The Grievance Handling Committee is responsible for assigning actions, monitoring actions undertaken and making sure deadlines are adhered to. Once all actions have been completed and the team feels the grievance has been resolved, they will then formally advise the victim via their preferred method of contact.

Follow up and close out: The Grievance Handling Committee will make contact with the victim three weeks after the grievance is resolved. When contacting the victim the Grievance Handling Committee will verify that the outcome was satisfied and also gather any feedback on the grievance process.