It is our philosophy to resolve informal complaints before they become formal. However, a complaint may not come to your attention until the employee has decided to make a formal complaint. Complaints regarding Health and Safety, Human Rights and Harassment, immediate danger to the Environment and any apparent breaches of legislation or government regulation must be handled without delay. Grievances as discussed in the section on Grievances on page 4 must be handled within the time frames prescribed in the collective agreement. If the complaint involves problems outside your jurisdiction, or if a specialist is available, refer it to the appropriate person or seek the help of the person responsible for the area. Avoid giving the employee a "bureaucratic run-around". A well researched, well justified "no" to an employee request is more likely to be accepted with good grace if the answer is delivered quickly.
If there is a formal complaint procedure at your location or for the problem brought forward, make sure you follow it and ensure that the employee knows about their recourse when you give your answer. If there is no applicable formal procedure, if the employee seem unhappy with your response, inform him or her that if he or she wishes to appeal your decision he or she may speak to your supervisor without fear of reprisal. Warn your supervisor about the potential complaint.
Unresolved complaints lead to an unproductive workplace. It is important to solve complaints internally before they are brought to outside bodies such as Human Rights Tribunals, Arbitrators or the Courts.
If some or all of your employees are unionized see Dealing with Grievances.
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