What is: Complaints and Grievances

Managing complaints

When we work together, it’s inevitable that there’ll be some complaints and grievances. Your role as manager is to deal with them promptly and professionally, to protect the health and safety of workers and to make sure your unit works together efficiently and effectively.

What’s a grievance?

Employee complaints are known as ‘grievances’.

For a matter to be a grievance, an employee must want some type of action or outcome. If a person ‘doesn’t want anything done’ then it isn’t normally a grievance. However, there are some matters you must act on, even if the employee doesn’t want action. These include (but are not limited to) allegations of:

criminal acts
rule breaking (whether criminal or not)
unethical behaviour
behaviour that’s creating an unsafe workplace.

If an employee makes a complaint, you have to discuss their concerns with them. They’re not obliged to put their complaint in writing, although it often helps if they do.

Why is this important and what’s my role?

If you’re a line manager, you’re responsible for the health and safety of workers and others in the workplace. This means you need to effectively and efficiently resolve workplace concerns and grievances. A grievance may or may not be correct or valid. Your role is to address employee’s concerns and make sure they’re examined by the right person at the right time. Issues can often be resolved locally with some discussion and cooperation.

If a staff member is distressed by a grievance and needs support, let them know they can access the Employee Assistance Program (EAP), Metro North Health Staff Psychology Service or other support services.

If a formal complaint or grievance is lodged against one of your team members or yourself, you can contact your local Human Resource Business Partner (HRBP) for advice and support in handling the complaint process.

What do I need to do?

Act promptly. You have a set maximum time frame to act before a grievance will be sent to a more senior manager.
Discuss any complaint or grievance with your direct line manager.
If necessary, get advice and support from your local Human Resource Business Partner (HRBP).
Maintain confidentiality – it’s very important you don’t discuss this with people who aren’t involved.
Make sure affected employees (and yourself) have support.

More Information

For more information and resources on managing workplace concerns and grievances, including allegations of bullying and harassment, go to the QHEPS Grievance Resolution page.