Management Resources
Handling Employee Complaints
First, it is important to realize that complaints need to be handled
seriously and understand the affect that the subject of the complaint can have on
the company. Refer to LGSTX Policies and Procedures as a reference to ensure
that policies and procedures are correctly followed during the process of a
complaint.
Method for Handling a Complaint
1. Acknowledge the Complaint: Management needs to have an open door
policy so that employees are comfortable to report a complaint or other
problems. This is crucial for the well-being and safety of employees, as
well as the company as a whole.
2. Always be Neutral: A complaint needs to be handled in the same
manner, regardless of who is complaining and who is being accused.
Never jump to conclusions.
3. Identify Where the Problem Is: Is the problem in a division, a team, or
just between a few employees? Does the person complaining have some
motivation to complain? Is the person complaining because someone else
complained about them? Make sure the root of the problem is identified
and assess how it should be handled.
4. Have a Plan: It is a good idea to have a planned route of action of how to
handle a situation before it arises. Some situations may be handled by
one manager’s decision, but management needs to work as a team to
handle other circumstances. The plan may include:
 Interview the person with the complaint to get their whole side of
the story. Write down what they say to document the complaint and
keep the story straight so that nothing can be misinterpreted.
 Identify any immediate actions that may be taken to ensure safety
and any other precautions that require immediate attention. This
includes prohibiting the person who complained and the subject of
the complaint from having interaction until the situation is resolved.
This is to prevent emotions from escalating.
 Make sure that the individual with the complaint knows that they are
being taken seriously. Give them your undivided attention because
matters that may not appear serious can progress into a real crisis.
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i. For example, a disagreement between employees can lead
to loss of time on the clock or even a violent altercation.
LGSTX Services has a zero tolerance policy for violence.
Review personnel files of the person being complained about and
the person making the complaint.
Make a list and interview anyone else that may be a witness or
involved in the situation to have a different viewpoint on the
circumstance. This is important because those that are not directly
involved will not have the emotional bias compared to those who
are directly concerned.
i. Be sure to schedule interviews among yourself and other
supervisors at times so that those involved in the situation
will not have contact with each other.
Make sure that evidence is maintained and not destroyed. This can
include any electronic or other physical evidence.
Collect materials and assess the situation. This step includes
meeting with other managers that may have been involved and
collaborate on the details of the incident.
Determine the final actions to be taken. This step may include
issuing company wide training sessions, individual training, or go
through the disciplinary process as necessary. Refer to the LGSTX
Policies and Procedures for disciplinary actions that are required.
Consult with Human Resources and LGSTX Services executive
leadership when determining disciplinary actions.
References:
Gabor, David. "Handling Employee Complaints." Human Resources IQ. 14 Sep 2010. Web. 6 Jul.
2012. <http://www.humanresourcesiq.com>.