Receiving a serious workplace complaint requires a calm, structured response. Whether the allegation involves bullying, harassment, fraud, or discrimination, your next steps are critical.
- Acknowledge the complaint quickly
- Maintain confidentiality and limit who is informed
- Avoid taking sides or drawing early conclusions
- Review your internal policies and obligations
- Consider if the matter warrants independent investigation
Each step should be approached with consistency and sensitivity. Acting too quickly or informally can compromise the integrity of the process. For example, informal conversations with involved parties before scoping the issue can be seen as biased or inappropriate.
Consider this scenario: An employee submits a complaint alleging sexual harassment by a senior manager. The HR team promptly acknowledges the complaint and immediately limits internal discussion to only those necessary. Recognising the seniority of the individual involved, and the seriousness of the allegation, the organisation refers the matter to an independent investigator. This step reassures all parties that the process will be handled impartially and that the outcome will be credible.
If the complaint involves senior staff, potential legal action, or sensitive issues, it is often best to bring in an independent investigator. This helps ensure procedural fairness and reduces the risk of mishandling the issue.
Acting early and correctly protects your people, your policies, and your reputation.
Receiving a serious workplace complaint requires a calm, structured response. Whether the allegation involves bullying, harassment, fraud, or discrimination, your next steps are critical.
- Acknowledge the complaint quickly
- Maintain confidentiality and limit who is informed
- Avoid taking sides or drawing early conclusions
- Review your internal policies and obligations
- Consider if the matter warrants independent investigation
Each step should be approached with consistency and sensitivity. Acting too quickly or informally can compromise the integrity of the process. For example, informal conversations with involved parties before scoping the issue can be seen as biased or inappropriate.
If the complaint involves senior staff, potential legal action, or sensitive issues, it is often best to bring in an independent investigator. This helps ensure procedural fairness and reduces the risk of mishandling the issue.
Acting early and correctly protects your people, your policies, and your reputation.