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: Consider your options to resolve the complaint by reviewing theComplaints Policy. Complaints can be resolved informally through self-resolution, by an assisted-resolution process, or by the formal process; Read the Complaint procedureand this form in full so that you understand what you are required to provide to raise a complaint formally; If you have already tried to resolve the complaint yourself or with the support of your supervisor and are now proceeding to a formal complaint resolution process, you should provide details in the space provided in this form; relevant sections of the form, providing all the information as available and required. If a particular field in the form is not relevant mark N/A; The quality and completeness of the information and/or evidence you provide to your Supervisor will enable them to deal with your complaint as promptly and effectively as possible. 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.......
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: Interviews with parties to the complaint and/or witnesses
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?	Close the complaint as it is ill founded Close the complaint as there is no reasonable resolution available Refer the matter to HR as the complaint is vexatious, malicious or frivolous Monitor the situation Implement an alternate solution Notify the complainant that the complaint cannot be resolved and will be closed with no further action.
Once the complaint is resolved or closed, the details must be referred to the HR Advisor for recording	I have notified HR that the complaint has been resolved I have notified HR that the complaint has not been able to be resolved and has been closed.
Supervisor Name		Date
SECTION 8. CLOSURE OF THE COMPLAINT
HR Advisor or Supervisor to complete	HR will follow-up to ensure that: The complainant has been notified that the complaint has been resolved; or The complainant has been notified that the complaint has been closed; or The matter has been referred to the Executive Director Human Resources as the complaint is vexatious or malicious; and A copy of all documentation in relation to the formal complaint has been saved.
HR Advisor or Supervisor Name		Date