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When I'm at work: Solving complaints - Learner's workbook

Chapters

Topic 3



What you will need

You will need:

You're ready so let's start ...

Watch the first three slides and listen carefully. They will tell you what this topic is about.

Watch the next slide and listen carefully. The words you see on the slide are a summary of the words you hear. The words you hear are printed below.

What happens when you make a formal complaint?

You make a formal complaint about a problem at work if the problem is serious.

Making a formal complaint means that your workplace will do special things to help you sort the problem out.

Making a formal complaint is very serious. You have to tell the whole truth when you make a formal complaint.

Remember that if you have complained about someone else, that person has the right to know what has been said about them but they do not have to know who has said it.

Watch the next slide and listen carefully. The words you see on the slide are a summary of the words you hear. The words you hear are printed below.

What happens if people do not take your complaint seriously?

If you make a complaint at work, the people you talk to about it must respect what you say. They must not tell anyone else what you say.

If you feel that people do not take your complaint seriously, then you have a right to tell someone else about it.

For example, if you are not happy with the way your supervisor looks after your complaint, then you should tell your manager about your complaint. If your manager does not take your complaint seriously, then you have the right to talk to other people about it.

Your workplace must tell you who to talk to if you think that people do not take your complaint seriously. We will talk more about that later.

Lisa's story

Now watch and listen carefully to Lisa's story.

This is Lisa, a supported employee.

And this is Sue, Lisa's supervisor.

Here's Dawn, another supported employee and also Lisa's friend.

And Peter, another supported employee.

Lisa approaches Sue to talk to her …

… about what she sometimes sees happening on the bus, on the way home from work.

Lisa's friend Dawn likes to sit by herself in the middle row on the bus, but is often joined by Peter, another supported employee.

Lisa has seen Peter touch Dawn. Lisa is fairly sure that Dawn does not want this happening, but she seems frightened to tell anyone about it.

Sue is not sure that she believes what Lisa is saying. Peter is one of her best workers and has never done anything wrong. Sue decides she'll ask everyone involved to tell their stories about what's been happening on the bus.

Workbook activities

What did you learn from Lisa's story?

Your trainer will talk with you about what you learned. You might want to write down some of the things you learned. The trainer will help you if you are not sure what to do.

1. What are some of the things that you will need to do if you make a formal complaint about someone or something at work?

2. Did Lisa do the right thing to tell Sue about Dawn's problem?

3. Is there anything that you can do if nobody at work will take your complaint seriously? What?

4. What did you learn from Lisa's story?

5. What would you do if this happened to you?

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