Question
TASK B DESCRIPTION You will need to demonstrate appropriate actions for the below incident. Your assessor will provide instructions to the people playing the roles
TASK B DESCRIPTION
You will need to demonstrate appropriate actions for the below incident.
Your assessor will provide instructions to the people playing the roles of Aafia and Fred before acting out the role play.
Fred has been a line cook in your restaurant for 3 years. He is a committed worker and is well liked by the kitchen staff and front of house. He often jokes around however the jokes are never usually directed at other staff.
A new staff member Aafia has started as a hostess. She is on a student visa and has been in Australia for 12 months. She is from a small Indonesian island and is of Muslim faith.
All the staff have welcomed her and helped her understand the work responsibilities and customer needs. Aafia has stated that she cannot eat or handle pork based products but is able to serve them to customers.
Fred was informed this information and made sure that all pork products are plated and Aafia does not need to handle or touch any products.
Aafia has come to you raising concerns that she overheard Fred in the kitchen making comments about putting bacon into the next meal Aafia orders on her break. She is concerned that her food will be contaminated if she orders from the restaurant.
When you asked Fred about this, he said he was only joking and would not really put it into her meal.
Aafia is now concerned that she will be targeted as she raised this concern.
COMPLAINT RESOLUTION TEMPLATE (STAFF) | ||
To be completed by staff who wish to make a Formal Complaint to their supervisor under the Complaints Procedure. | ||
The Complaint Procedure allows MIA to deal with complaints raised about other staff members, or matters that adversely affect a staff member's ability to work productively in a positive work environment including complaints relating to unlawful discrimination, harassment, victimisation and bullying.Before you complete this form:
To allow for the timely resolution of your complaint, provide this form to your supervisor, for actioning. If the complaint is about your supervisor, provide this form to your supervisor's supervisor. | ||
SECTION 1. GENERAL INFORMATION | ||
Date form submitted | DD/MM/YY | |
Name of Staff Member (making complaint) Complainant: | ||
Position Title: | ||
Department Unit: | ||
Work Location: | ||
Name of Supervisor: | ||
Preferred method of contact | Phone E-mail Other | Number: E-mail Address: |
SECTION 2. DETAILS OF THE COMPLAINT | |||
The date that the event occurred, action or matter arose | |||
Detail the complaint: Include details of the incident/action that led to you raising this concern. Please provide as much relevant detail as possible, including dates, times and events in chronological order. If there are multiple matters, list each separately. If you require additional space, you may attach an additional page to this template.
| |||
Name of person whom the complaint is about (where appropriate) Respondent: | |||
Did anyone else witness the events that led to this complaint? | Yes No Name(s): ................................................................................. | ||
Do you have any evidence of what has occurred? | Yes (Attach a copy to this document) No | ||
SECTION 3. INFORMAL RESOLUTION | |||
Self-Resolution Have you tried to resolve the complaint informally?
| Yes No | Assisted-Resolution Did you seek the support of your supervisor, or another person to help you to resolve your complaint? | Yes No |
When did you or your supervisor try to resolve the matter? | Date: | DD/MM/YY | |
Detail what you and/or your supervisor did to try to resolve the problem informally | |||
SECTION 2. DETAILS OF THE COMPLAINT | |||
The date that the event occurred, action or matter arose | |||
Detail the complaint: Include details of the incident/action that led to you raising this concern. Please provide as much relevant detail as possible, including dates, times and events in chronological order. If there are multiple matters, list each separately. If you require additional space, you may attach an additional page to this template.
| |||
Name of person whom the complaint is about (where appropriate) Respondent: | |||
Did anyone else witness the events that led to this complaint? | Yes No Name(s): ................................................................................. | ||
Do you have any evidence of what has occurred? | Yes (Attach a copy to this document) No | ||
SECTION 3. INFORMAL RESOLUTION | |||
Self-Resolution Have you tried to resolve the complaint informally?
| Yes No | Assisted-Resolution Did you seek the support of your supervisor, or another person to help you to resolve your complaint? | Yes No |
When did you or your supervisor try to resolve the matter? | Date: | DD/MM/YY | |
Detail what you and/or your supervisor did to try to resolve the problem informally | |||
In your opinion, what stopped the matter from being resolved informally? |
SECTION 4. RESOLUTION SOUGHT | ||||
Describe the outcome or remedy that you are seeking (what you want). Examples: I want the respondent to stop or change the behaviour that gave rise to this complaint. I want the respondent to understand why I am aggrieved. I want to be able to enjoy coming to work. I want to resume a good relationship with the respondent. I would like to respondent to apologise for.......
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Is there anything else you would like your supervisor to consider in resolving this complaint? | ||||
Are you willing to participate in resolution meeting to resolve the complaint? | Yes No | |||
Signature of complainant
| Date: | |||
SECTION 5. INITIAL ASSESSMENT | |||
Supervisor /Assessor to completeOutline the details of the initial assessment of the complaint or attach a report to this form.
| |||
Is there reason to investigate further | Yes No | ||
Outline the reasons why it is/is not necessary to investigate further | |||
Supervisor Name | Date |
SECTION 6. RESOLUTION MEETING | ||||
Supervisor to complete Outline the details of the complaint Or attach the detailed Investigation Report to this form
| ||||
Details of the resolution meeting:
| ||||
Is the complaint founded? | Yes No | |||
Outline your recommendations to resolve the complaint | ||||
Investigator Name | Date | |||
SECTION 7. RESOLUTION | ||||||
Supervisor to complete Outline the resolution to the complaint; and Any proposed actions /interventions taken to resolve the complaint; and Any further action or monitoring that you will undertake to resolve the complaint. | ||||||
Is the supervisor satisfied that the complaint has been resolved | Yes No | If the complaint has not been satisfactorily resolved, are you going to make a further attempt to resolve the complaint | Yes No | |||
Does this matter give rise to a matter in another process e.g. misconduct process. | Yes No | If yes, confirm that the matter has been referred to HR or relevant area. | Yes No | |||
If the complaint has not been resolved, and you do not intend to make a further attempt to resolve the complaint, what do you intend to do? |
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Once the complaint is resolved or closed, the details must be referred to the HR Advisor for recording |
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Supervisor Name | Date | |||||
SECTION 8. CLOSURE OF THE COMPLAINT | ||||||
HR Advisor or Supervisor to complete
| HR will follow-up to ensure that:
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HR Advisor or Supervisor Name | Date | |||||
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