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When I'm at work: Solving complaints - Powerpoint presentation


Topic 5

Points for Topic 5

Getting help from other people or services

Your workplace should give you information and training about how you can make a complaint.

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

An advocacy service can help you.

The Complaints Resolution and Referral Service can help you.

The Australian National Disability Abuse and Neglect Hotline can help you.

The Human Rights and Equal Opportunity Commission can help you.

Focus questions

Your trainer will discuss with you the information you have just heard and read about.

Jackie's story

Now watch and listen carefully to Jackie's story.

This is Jackie, a supported employee.

Photo of Jackie

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

Photo of Sandra

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.

Photo of Jackie and Sandra working

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

Photo of Jackie and Sandra talking

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

Photo of Jackie and Sandra working

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?

Photo of five people working, including Jackie and Sandra

Discussion questions

Your trainer will discuss some questions about Jackie’s story with you.

Workbook activities

Now find the activities about Jackie’s story in your workbook.

Your trainer will help you with the activities.

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