Activity 4: Follow procedures for handling complaints or harassment allegations

Activity context: 

You have recently received two complaints from the team members. These complaints are as follow: 

Complaint 1: 

One team member has complained that a fellow member has commented on his turban and has kept on calling it a cap even after explaining him its religious importance. 

The victim has informally complained to you and requested that you talk with the team member.

Compliant 2: 

One team member has informally complained that his co-workers recently found out he was gay and have started calling him “princess”.

Description of the activity

This activity requires you to handle the team member’s complaints according to the complaints procedure (refer to the diversity policy document provided along with this unit). 

Note: 

If this unit is completed at the workplace, the trainer/assessor will assign the roles of the team members according to the scenario. 

If the unit is completed at the workplace, you can handle the complaints, if any. Otherwise, you can use the complaints given in the ‘Activity context’ and allocate the roles to your team members.

When resolving the complaint, you must follow the following guidelines: 

• meet the team members in a private and comfortable location

• avoid distractions and interruptions

• introduce yourself and explain your role

• ensure your facial expressions, posture and gestures match what you say

• keep an appropriate distance

• invite people to talk

• ask for the background to the problem

• don’t ask too many questions

• allow comfortable silences.

You must record the questions asked and the outcomes.