For the purposes of this policy, a grievance should be treated broadly as a concern or complaint an employee may have relating to work or the work environment. A grievance may be about any act, omission, situation or decision by Kiama Glass or a co-worker/co-workers, that the aggrieved employee considers to be unfair, inappropriate or unreasonable.
Note: in the case of complaints of discrimination, workplace harassment or sexual harassment, employees should refer to the complaints mechanisms in section 2 of this Employee Handbook.
PROCEDURES FOR DEALING WITH EMPLOYEE CONFLICT
In all cases, until the grievance is determined, the employee with the grievance should continue in normal work.
Direct resolution If the behaviour of an employee is causing conflict with another employee it is recommended that the employee with the grievance approach the person directly and try to work out a mutual resolution. The employee with the grievance should tell the person who is acting in an unfair or inappropriate way why his or her behaviour is unfair or unacceptable, and request that they alter or refrain from their behaviour.
If the employee with the grievance is unwilling to approach the person directly, then they can refer their concern to Kelly Seuren in accordance with the following paragraphs.
Referral to Kelly Seuren If the problem remains unresolved, the employee with the grievance should approach Kelly Seuren to seek to resolve the issue.
He should fully discuss the aggrieved employee’s concerns, to get a full understanding of the issues. He has the responsibility to listen, investigate, evaluate and respond to the aggrieved employee.
It may be necessary for to talk to other people involved and to impartially hear their side of the story, before taking any steps to seek to resolve the matter.
Following a full consideration of the matter, Kelly Seuren should offer suggestions as to how the dispute can be resolved. For example, a conflict may be resolved by:
compromise;seeking an apology from the party complained about; oroffering a change of working arrangements, if practicable.
However, no action should be taken without first talking to the aggrieved employee and getting their agreement.
All stages of the grievance process should be documented and file notes provided to the parties involved as appropriate.
Grievance paths beyond Kiama Glass If the employee with the grievance is not satisfied with Kiama Glass’ response, then Kiama Glass may need to consider other forms of dispute resolution, for example, the use of mediation through a third party provider.
PROCEDURES FOR DEALING WITH CLIENT/EMPLOYEE CONFLICT
Employees should never involve themselves in an argument with a client. At all times, employees must be courteous and professional towards clients.
If an employee is involved in a discussion with a client which becomes heated, or if an employee receives a complaint from a client, they should refer the issue to Kelly Seuren. Becoming involved in an altercation with a client is not acceptable and may result in disciplinary action being taken if the incident is serious enough or if certain behaviour re-occurs.
Kiama Glass may seek to engage an employee and a client in a discussion in an attempt to resolve the matter.