How to handle the Complaint and the Employee

Professional Employers see complaints as opportunities to take negative feedback from employees, manage them, and avoid any more disruption in the business.  Or worse, legal proceedings. 

If you fail to deal with them, complaints become Workplace Grievances.  Smart employers take immediate action to manage complaints and grievance so they are resolved quickly and without great expense or disruption to the Business.  Having a clear procedure in place to deal with these issues makes good business and HR sense.

Managers need to know exactly what to do when an employee makes a complaint, because it’s a chance to deal with an issue early and stop it escalating into something very expensive and harmful for the Business.

If dealt with properly, any employee grievance can be seen as a positive.

If dealt with properly, any employee grievance can be seen as a positive - and even lead to enhanced productivity.


Why do Employee Complaints occur?

Complaints can arise for many different reasons:

  • Employment terms

  • Working conditions

  • Changes in workplace practices

  • Bullying or harassment

  • Problems with other employees

  • Lack of management support

What’s the difference between an Employee Complaint and an Employee Grievance?

In simple terms, a grievance is an expression of someone’s unhappiness with a situation or event, while a complaint can be seen as a formal confirmation of that grievance, and one that must be formally addressed by the Employer.

We see a clear Employee Complaint procedure (or any good HR policy for that matter) in terms of having a valuable asset and insuring against its damage or loss.


The thing about the team in HR Duo is that they really care – they really are our HR team – they take ownership of any challenges and see it through to the end. It’s such a comfort knowing they are at the end of the phone.


What is the process for dealing with employee complaints?


  • A clearly understood procedure open to Employees
  • Who to contact, how and with what information
  • Procedure that starts with an informal approach, moving to formal as required
  • Transparent, honest and fair manner of treating the issue
  • Guide to using a mediated approach
  • Step-by-step guidelines for the Small Business Owner or Manager

How to manage Employee Grievances is just one aspect part HR Duo’s outsourced HR service, and it has been designed to give the Business Owner all the tools to deal with this important area.


The Workplace Relations Committee clearly outlines the principles of Grievance and Disciplinary Procedures

HR Duo provides all of the necessary information and instructions for the Small Business Owner or Manager, allowing them to focus on the business and their core skills, while having expert HR Services to hand and ‘on tap’.