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Last updated: June 2008
Frequently asked questions
What is involved in an internal complaint process?
In most agencies, employees will have a range of options, both informal and formal, for example to:
- a manager or supervisor
- a trained (harassment) contact officer
- an adviser in the human resources area of the agency
- the employee assistance programme.
Signals that may indicate when to use an informal process are:
- if it is a single incident
- if it appears the behaviour is unintentional
- if it appears that it can be resolved within the work area
- if the person who raised the issue agrees to an informal process.
Signals that may indicate when to use a formal process are:
- if informal processes have failed and it is unlikely that an informal process will resolve the issue
- if the behaviour is serious or longstanding
- if there is significant disagreement about what has occurred and what should happen.
Informal resolution
Wherever possible, employees should be encouraged to use a process that resolves a concern or complaint through an ‘informal’ or ‘self-resolution’ process, which may involve a simple discussion through to a facilitated or mediated meeting. The outcome could be a clearer understanding of the person’s concerns, an apology, an agreement about future behaviour, or improved work practices. Keeping records of the processes and resolutions is important.
Formal resolution
Depending on the circumstances, employees may choose to follow through with a formal complaint by, for example:
- using formal mechanisms included in the agency collective agreement
- reporting the behaviour to workplace diversity or harassment contact officers
- reporting the behaviour to the human resources area
- exercising the right to seek a review of action in accordance with Public Service Act 1999 and the Public Service Regulations 1999
- approaching the Human Rights and Equal Opportunity Commission (HREOC).
An agency may decide—at any stage and without consulting the employee who has made a complaint—that a formal investigation is required due to the nature and seriousness of the behaviour that is being alleged. This decision may invoke a Code of Conduct investigation.
