Employee Complaints & HR Role of Handle Them

 

[Figure 1: Tough Nickle]

Even in most work-friendly environment/company, employee complaints are inevitable. This can be in any nature & employee complaint is part of organization. The complaint will range from very minor to serious & it is all that how the HR look on the complaint & respond to that. It is HR responsibility to dig the problem & find solution & tackle it fairly (Engagedly, 2022).

Types of Employee Complaints

Issues With Co-Workers	Low Pay and Pay Disputes	Lack of Vacation/Sick Leave
Harassment	Favoritism	Overwork
Office Temperature	Office Cleanliness	Work Hours
Job Duties	Policy Changes	Micromanagement

 (Livermore, 2022)

How to Manage Employee Complaints

Employee complaints can be positive feedback for company to streamline some issues as well as take corrective actions to avoid things to betterment of the company. If the complaint small or bigger, it is HR responsibility to manage it proper way.

Listen Fully & Carefully – Must need to listen to complain even it is frivolous issue, which will feel employee that organization hear their voice (Livermore, 2022)

Ask Questions – It is must that ask questions from person until you get clear the complain & why it bothers the person. Must make sure that questing asks with “who, what, when, where, why & how” & this will help to understand the issue properly without misinterpreted (Livermore, 2022)

Get in Writing – It is important to get the issue in writing, as in future if any arise due to complain, it is always better to have written document as proof of what discussed (Livermore, 2022)

Keep the Complaint Themselves – Need to advise to person who complaint to keep the complaint only with him until get solution & also HR must keep it with them until find solution (Livermore, 2022)

Ensure Action – HR team needs to build trust on employee that they follow on his concerns & produce solution soon. Also, not to make any comments until HR fully study the issue background (Livermore, 2022)

How to Investigate Employee Complaints

There are several ways that can investigate an issue. If it is smaller issue can take both sides together & discuss fairly to both ends & come to solution. But if it is serious case, such as sexual harassment it is better to go thru a lawyer to give fair solution/decision.

• If you can find witness for complaint can talk with relevant parties & find more evidence for case. But HR must do this fairly to both ways without take either party
• If any documents must collect all as evidence for complaint & gather the information
• Go thru the evidence carefully, as even there are overwhelming evidence to prove the complaint true, there can be small evidence that it turns other way. Never go only on people words
• Once you have all evidence & information, need to talk again to person who did the complaint & do follow up questions to make sure nothings missed as well as to clear any discrepancy
• Then to talk to relevant persons supervisors & provide evidence what you have gathers & discuss the necessary action to be take on complaint or check company policies to manage the complaint

(Livermore, 2022)

What Not to Do When an Employee Complaint

There are certain things that HR does not to do when a complaint, such as,

• Make jokes – never create funny on situation with any
• Get distracted – never engage with any other works when employee complaint
• Show disrespect – never show that you do not care about issue
• Take side – be bias or favor for either party
• Gossip – discuss the issue with others
• Punish – never take actions without have proper evidence to proof
• Escalate – never suggest employee to go to lawyers or find new job

(Livermore, 2022)

Conclusion

As above discuss it is vital to manage employee complaints in wisely, fairly & tactfully, otherwise this can be impact of employee feelings and demotivate on workplace & this can be for either party, if you punish innocent person or if you did not take corrective action to solve the issue. Unsatisfied employee will be harmful for company by productivity as well as his word of mouth can impact image of company.

References

Engagedly, 2022. Engagedly. [Online]
Available at: https://engagedly.com/hrs-guide-dealing-with-employee-complaints/
[Accessed 27 Apr 2022].

Livermore, D., 2022. Tough Nickle. [Online]
Available at: https://toughnickel.com/business/How-to-Address-Employee-Complaints
[Accessed 26 April 2022].