Complaints Handling

Resolve Complaints Management

With the influx of high profile harassment and misconduct cases in the media has come the realisation that many organisations should be doing more to support and protect employees through their complaints and reporting frameworks.

The traditional speak-up line of many corporates has taken the form of a call centre phone line, where the person raising the complaint must talk through their concerns to a disembodied voice on the end of the phone. It is a tough ask – to verbalise a complaint or concern, the pressure to
remember all the salient points, worry about being interrupted partway through the report, or that somehow your voice might be identified.

Then complaint management becomes even murkier, with many reports going directly back to managers or HR consultants to investigate and respond to. It is self-evident why individuals have low trust and confidence in many existing systems.

Customised To Your Organisational Needs

A one-size-fits-all approach to complaints handling at best skims the surface of providing a meaningful reporting framework. Every organisation has their own unique culture and industry-specific challenges. You need a complaint handling framework that reflects your business need and has the reporting sophistication to demonstrate patterns and trends.

Resolve Complaints Management can be customised in accordance with your internal policies to case manage issues such as sexual harassment, bullying, discrimination, fraud and Code of Conduct violations.

Be confident with Resolve Complaints Management:

  • Independent and objective at every step
  • Robust and compliant frameworks for reporting and case management
  • Encourages confidential and trusted conversations
  • Enables timely response and reporting
  • Safe and secure data management

Red Wagon Workplace Solutions has partnered with the award-winning technology platform Whispli to create accessible and trusted environments for individuals to raise and report workplace concerns.

Research shows that improvements in compliance and complaints reporting result when issues can be raised anonymously with an external and objective party. Resolve Complaints Management has security and confidentiality at its core, using a platform that is ISO 27001 and GDPR compliant.

Designed with ease of access and usability in mind, Resolve Complaints Management is accessible through a variety of channels, so the individual can disclose their report through their platform of choice, including a web-based portal, a mobile app, telephone, SMS and live chat. At their own pace, the individual will be encouraged to provide answers to a range of carefully curated questions designed to unpack the detail of their concerns, observations and experiences. They can upload files, photographs and other evidence, and may save or submit the report, still being able to return and interact with the case manager at a later time.

We triage the reports, so you don’t have to…

The legislation that surrounds the many types of workplace complaints that can be raised is extensive and complex. Understand what legislative provisions apply, and how that impacts the management of the complaint is crucial to effective complaints management.

Experienced in disputes, complaints handling, workplace investigations and negotiations, the consultants at Red Wagon has the knowledge and expertise to know what information is crucial to obtain when documenting a report to determine which frameworks must apply to meet compliance obligations, best support the parties involved and mitigate the risk to the organisation.

Start the dialogue with Red Wagon Workplace Solutions, for straight talking HR advice that makes a difference.