How Do You Handle Employee Complaints?

Employees today are more aware of workplace wage and hour laws and likely to discuss issues with fellow employees and to seek outside help to deal with issues they are facing. Does your company have a process to deal with employee complaints? Do they know about it? Let’s discuss 4 ways to make sure you have plan to add an effective complaint process to your firm:

To begin with, there are new laws that affect most employers with regards to ensure there is a complaint and investigation process in place for harassment and discrimination issues, so its critical to have a process in place. Additionally, businesses should have an “Alternative Complaint Process” in place if an employee does not feel comfortable talking to their manager or even the business owner. Having a plan, making sure employees know about it, and then responding properly will go a long way to diffusing issues quickly before they erupt.

Here are 4 quick steps:

Have a Complaint Process in Place
Create a short 1-2 paragraph regarding the complaint process in your workplace. Employees should first know who they should talk to first, and who might be an alternative person to speak to. Additionally, employees should know and feel they can trust whomever they speak to, and that they will not be retaliated against for speaking out.

Communicate Your Policy to Employees
Once you have a policy, make sure it gets in to the employee’s hands, and that they understand the policy and hear it directly from their manager or you. Another way to reinforce this policy is to frequently engage your employees and ask for their input on workplace conditions, their position and the company in general.

Respond Appropriately to Complaints
If you do receive a complaint or concern from an employee, don’t react defensively or passively. Be concerned and listen carefully so you can fully understand their issue. Be empathetic and let the employee know you will review the issue and get back with them, if applicable. Do not discuss this with other employees, and do not treat the employee any differently.

Close the Issue
Once you have determined validity of the complaint, deal with it. If it is warranted, then make whatever changes are necessary. If it is not warranted, do not denigrate the employee but let them know why you disagree with their complaint. Then, close the investigation by getting back to the complainant to ensure he or she is satisfied with the outcome.

 When Things get Tough
If the issue is a significant issue like missed meal breaks, not getting overtime, discrimination, harassment or other potential workplace violations, get professional advice quickly. Make sure the employee knows you are acting on the information and will respond appropriately as soon as possible. Don’t let it drag on.

In summary, it’s critical that you do what’s necessary to avoid the pitfalls that can result from an uninvestigated or poorly handled employee complaint. Take it one step at a time: Listen, investigate, draw conclusions, act, document.

When you need assistance, Infinium HR is always here to help! info@infiniumhr.com