Weather a business is comprised of two employee’s or one thousand the human resource department and mangers must deal with complaints. In this paper I will describe why complaints arise and how organizations can implement a complaint system that is fair. If used properly the complaint system can actually help develop a more efficient and productive organization.
Complaints arise most often because of poor communication between an organization, its staff, and the public. “The sad truth is that too many organizations think they’re doing a good job of giving employees a voice, but they aren’t.” (Lilienthal, 2002) Others arise because information about an organization’s services is not clearly and widely publicized. The clearer the clients’ understanding of what they can expect from an organization, the more focused and appropriate the public response to the agency will be. Complaints can be minimized if an organization has appropriate and comprehensive policies, clear procedures for implementing those policies, properly trained staff, and good communications both internally and externally.
While good communication will reduce complaints, it will not eliminate them. All of us make mistakes; computer systems go haywire; new realities clash with old policies; new policies flop; budgets shrink; employees retire with vast banks of institutional memory. And on and on. Clients experience the result. We can never be perfect, but we can always be open. With this said, an organization must formalize a fair and equitable complaint system.
The first step of implementing a fair complaint system is to ensure that the formal complaint is recorded on paper. Complaints are best put in writing, complaint forms are useful, together with assistance for persons who have difficulty writing down their complaint. Ideally, the written complaint includes details of what the complainant feels went wrong and what he or she would like the...