Complaint – Noun – An expression of dissatisfaction, pain, uneasiness, censure, resentment, or grief.
Yes, this is the admonishing definition of “complaint” – painted as an inherently negative action – that we are all taught. And, that negativity is only heightened by unfavorable labels like rat, snitch, and tattletale (The list goes on and on!) that discourage you and me from speaking up, even when it is justified.
It’s no wonder, then, that employees tend to have reservations about complaining in the workplace.
Per a recent survey conducted by USA Today, without accounting for time off, full-time employees spend approximately 71% of their time at work each year. Knowing that I could spend nearly ¾ of my time being labeled as the office narc, I’d certainly think twice before filing a workplace complaint (Wouldn’t you?).
In reality, this logic is a large reason why nearly half of employee grievances go unaddressed, contributing to a never-ending cycle of workplace dissatisfaction.
But, what if your workplace could end this cycle?
With a well-designed workplace complaint policy – one that redefines complaints to be a form of constructive feedback – it can!
And, in this article, we will explore 5 best practices to help you create exactly that. By reading this article, you will be equipped with all the information you need to develop a positive, practical, and progressive workplace complaint policy.
What is a workplace complaint policy?
A workplace complaint policy is a formal set of guidelines designed to address and resolve employee grievances within an organization.
This policy should outline the process for reporting concerns, the steps management will take to investigate and resolve any issues, and the protections offered to employees who choose to come forward.
Why implement a workplace complaint policy?
Adopting and enforcing a well-structured complaint policy can significantly benefit your workplace.
Here are a few of the many advantages.
- Creating a culture of open communication
- Enhancing employee trust
- Preventing small issues from escalating into larger problems
Ultimately, having an effective workplace complaint policy can contribute to creating and maintaining a positive and productive workplace environment.
How to create your complaint policy — 5 best practices to follow
By following a few key steps when you develop your workplace complaint policy, you can ensure that it is both comprehensive and constructive.
Here are 5 best practices to guide you.
1. Define clear objectives for your policy
Before diving into the specifics, it’s important to establish the core objectives of your conflict resolution policy.
What do you want to achieve with this policy? Common goals might include establishing fair treatment for all employees, reducing the impact conflicts have on productivity, or maintaining a consistently positive work environment.
Align policy objectives with your company values
Your workplace conflict resolution policy should reflect the core values of your company.
Whether your organization emphasizes inclusivity, transparency, or employee well-being, these values should be clearly integrated into your policy’s objectives. This alignment will not only reinforce your company’s commitment to these values but will also make sure that your complaint policy supports the broader mission and culture of your organization.
By designing your policy this way, employees will see it as an extension of the company’s overall operations, rather than just another set of rules.
Identify any key areas of conflict to address
Every workplace has its unique set of challenges, and it’s important to identify those that are most relevant to your organization.
These could range from interpersonal conflicts between employees to issues surrounding performance expectations to concerns about work conditions or management practices. By pinpointing these areas, you can guarantee that your conflict resolution policy addresses the most common and potentially disruptive issues in your workplace.
This targeted approach will make your policy more effective and help prevent minor issues from escalating into major problems.
2. Outline a transparent and accessible process
Your complaint policy should be straightforward and easy for all employees to understand.
By detailing the steps involved in the complaint process, your employees will know exactly what to expect if they raise a concern. This level of transparency will also offer employees assurance surrounding the fair and consistent handling of grievances.
When outlining this process, make sure to describe these 3 critical steps.
Step #1 — How to initiate the complaint process
The first step in any complaint process is encouraging employees to come forward with their concerns. It’s important to foster an environment where open communication is not only accepted but encouraged from the start.
This step should include the following:
- Encourage open communication from the start -- To build a culture of openness, employees should feel comfortable speaking up without fear of retaliation or judgment. Clearly communicate that all concerns are valid and will be addressed with seriousness and respect.
- Explain options for addressing conflicts privately or publicly -- Not all conflicts are the same, and neither are the ways employees may wish to address them. Your policy should provide options for resolving conflicts, whether it’s through a private one-on-one meeting or in a more formal setting with additional oversight. This flexibility allows employees to choose the path that feels safest and most appropriate for their situation.
Step #2 — The procedure for unresolved conflicts
Not all conflicts will be resolved in the initial stages, so it’s essential to have a clear procedure for escalation. This ensures that issues are handled efficiently and that employees have a structured pathway to follow if their concerns are not addressed satisfactorily.
This step should involve instructions for:
- When to involve HR or higher management -- Clearly define the point at which HR or higher management should step in to assist with conflict resolution. This could be when an issue has not been resolved through initial efforts, or when the conflict involves serious allegations that require a higher level of oversight. By establishing clear criteria for escalation, you help ensure that all parties understand the process and know when to seek additional support.
- How to document conflict -- Documentation is key to maintaining transparency throughout the complaint process. Ensure that every step, from the initial complaint to the final resolution, is recorded accurately. This documentation not only provides a clear record of the process but also protects all parties involved by reinforcing that the resolution is based on facts rather than assumptions.
Step #3 — The protocol for a final appeal
In cases where the conflict remains unresolved after escalation, a final appeal process should be available. This step is crucial for ensuring that all employees feel their concerns have been fully addressed and that the resolution process is fair and impartial.
In this step, make sure to cover the following:
- Assure a fair and impartial final decision -- To ensure that the resolution is fair to all involved, the final appeal process should involve a thorough review by an impartial party, such as an HR representative or an appointed mediator. This helps to reinforce the integrity of the process and helps maintain trust in the complaint resolution system.
- Finalize the complaint process -- After concluding an investigation, it important to communicate as much. However, because confidentiality is key, specific findings should not be shared with everyone involved. Instead, the complainant should be informed that the issue has been addressed, appropriate measures have been taken, and they should notify HR if any further concerns arise.
3. Include guidelines for different types of conflicts
Different conflicts demand different approaches, so it’s crucial that your policy provides clear, practical guidelines tailored to each potential situation. By outlining specific procedures for handling various types of disputes, you can ensure that every issue is addressed appropriately and effectively.
Here are some of the most common workplace complaints (And, yes, you’ll want to include these types of conflicts in your complaint policy).
Interpersonal conflicts
Establish a process for resolving conflicts between employees that emphasizes communication, mediation, and mutual understanding.
Concerns about working conditions
Provide a clear path for employees to report and resolve issues related to their work environment, ensuring these concerns are addressed promptly and safely.
Conflicts related to performance and expectations
Define steps for addressing disagreements about performance, including opportunities for feedback, clarification of expectations, and support for improvement.
Allegations of discrimination or harassment
Outline a strict and confidential process for investigating and resolving serious allegations, ensuring compliance with legal standards and protection for all parties involved.
By incorporating practical guidelines like these, your complaint policy will be equipped to handle the wide range of conflicts that can arise in the workplace.
4. Establish roles and responsibilities
It is both necessary and important to establish the roles and responsibilities of everyone involved in the complaint process. This not only includes the involved employees and their supervisors but also HR representatives and any external mediators who may be brought in to assist.
By clearly establishing the following roles and responsibilities, everyone involved in a complaint will understand how the process works, leading to a more organized procedural execution and effective resolution.
The role of supervisors in conflict resolution
Supervisors are often the first point of contact when a complaint arises. Their role is to listen actively, provide initial guidance, and attempt to resolve the issue at the earliest stage. They should also ensure that all complaints are documented and escalated when necessary.
HR’s responsibility in facilitating the complaint process
HR plays a critical role in managing the complaint process, from supporting and advising both parties to guiding the start-to-finish complaint process. HR is also responsible for maintaining confidentiality, documenting each step, and making sure that the resolution aligns with company policies and legal requirements.
When and how to involve external mediators
In some cases, it may be necessary to involve an external mediator to help resolve particularly complex or sensitive conflicts. Your policy should outline the criteria for when an external mediator should be brought in and how to select one. External mediators can provide an impartial perspective and help guide the parties toward a fair resolution.
5. Incorporate regular training and updates
To maintain the effectiveness of your complaint policy, it's crucial that regular training for supervisors, HR staff, and employees is not just encouraged but explicitly built into the policy itself. This ensures that everyone involved is consistently educated on how to manage conflicts effectively.
Additionally, the policy should mandate periodic updates to reflect any changes in company culture, legal requirements, or industry best practices.
Here are three key components that should be integrated into the policy.
- Ongoing Training for Effective Conflict Management
- Keeping the Policy Updated and Relevant
- Gathering Employee Feedback to Improve the Process
By embedding these practices within the policy, you can create a structured approach that ensures your complaint resolution process remains current, comprehensive, and effective over time.
Take the next steps — Implement the ideal workplace complaint policy for your business
By reading this article, you now have the tools and insights needed to create a comprehensive workplace complaint policy that fosters open communication and promotes a positive work environment.
But if you need further assistance, we’re here to help!
At Combined, our expert HR specialists are highly experienced in developing and implementing effective complaint policies tailored to your organization’s needs. Whether you’re starting from scratch or refining an existing policy, our team is ready to support you every step of the way.
This article is not intended to be exhaustive nor should any discussion or opinions be construed as legal advice. Readers should contact legal counsel for legal advice.
