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


Topic 5

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.

Getting help from other people or services

Your workplace will give you information about how you can make a complaint. You can attend training about how to make a complaint properly.

If you are not sure about what you need to do, ask your supervisor or someone else who you trust and are comfortable with.

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.

If you think you are not getting a fair go at work, your complaint has not been handled properly, or there are serious problems at work that you cannot talk to others about, you can get help with this.

People from disability advocacy organisations can help you if you need someone else to talk about your complaint for you, and sort it out quickly. People called 'advocates' can help you and speak for you if you have a workplace complaint that needs to be sorted out.

Your workplace will be able to give you the contact details if you need someone to advocate for you. Speak to your supervisor about this.

The Complaints Resolution and Referral Service (CRRS) is one place you can contact. The people there can help you sort out work problems.

If you do not think that you can do it yourself, you can ask a family member, a friend, or someone else who you trust to contact them for you. Remember, anything that you say to the people at CRRS is confidential. They will not tell anyone else about what you say without your permission.

Contact the CRRS:

People at the Australian National Disability Abuse and Neglect Hotline can help you if you are experiencing abuse and neglect. You can call the Hotline to talk about your problems or to find out what the Hotline can do to help you.

If you need support to make a complaint, people at the Hotline can find an advocate to help you. The Hotline can also make referrals to other services that can help you with your problems.

The Hotline is open from 8.00am to 8.00pm across Australia, seven days a week.

Contact the Hotline:

You can talk to the people at the Human Rights and Equal Opportunity Commission if you want to. They look after your rights as a person. They make sure that your workplace is being fair to you.

Contact the Commission:

Jackie's story

Now watch and listen carefully to Jackie's story.

This is Jackie, a supported employee.

And this is Sandra, a supported employee who works with Jackie.

Jackie works with Sandra. Sandra's job is to shape dough for biscuits. She is making a lot of mistakes.

She has to take a teaspoon-sized quantity of the prepared dough, shape it in the mould, then flip the dough shape down onto the oven tray. She has to place six biscuits on each tray, with the correct spacing between each pair.

Sandra sometimes forgets to use the mould to shape the dough, and she often places the biscuits incorrectly on the trays.

Jackie thinks that Sandra has some personal problems but she has never said anything to her directly.

Jackie has given Sandra helpful reminders, told her about her mistakes when she sees them happen, and helped her to correct her mistakes.

Unfortunately, Sandra's poor work performance means their team rarely meets its targets.

Jackie is not sure if the team should just put up with it, or make a more formal complaint about it. She does not want to get Sandra into trouble.

Jackie decides that something needs to be done. Should she speak to Sandra herself, or should she talk to her supervisor?

Workbook activities

What did you learn from Jackie's story?

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

1. Where can you get help if you think you are not getting a fair go at your workplace?

2. Where can you get help if you want to make a complaint about anything to someone outside your work?

3. Should you always talk things over first with your supervisor or friend or coworker you trust?

4. How can an advocate help to fix your problem?

5. What did you learn from Jackie's story?

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

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