Bullying, unfavorable working conditions, and exhausting workload are some of the typical employee grievances. However, there are still other forms; that’s why the HR and the rest of the management need to value communication in the company. And because of that, an internal complaint policy needs to get established. So, if you need help in creating policies for managing internal complaints in your company, then read on!
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What Is an Internal Complaint Policy?
An internal complaint policy is a set of rules, regulations, and procedures that members of a company or organization need to follow. The policy aims to manage complaints within the company effectively and to have accurate reports of it.
How to Make an Internal Complaints Policy
According to Venable LLP, one of the five mistakes that employers make when dealing with internal complaints is meeting the complainant and the accused together. This action does more harm than good, especially since complaints should be confidentially handled. Therefore, to avoid doing having that same mistake in your company, you should include that in your policy. And as you begin enlisting and making the rules for your internal complaints policy, keeping the following tips in mind would surely help you:
1. Use Simple Terms and Keep It Short
Communication is the key to better management and company; but, how can a group communicate if they don’t speak the same language? That’s why you should avoid using legalistic terms and words. Instead, use simple ones and explain the policy well. Also, opt to make phrases short, such as instead of indicating that a complainant must file a letter of complaint, just use the term “complaint letter” for it.
2. Focus on Your Target
Ask yourself who the potential complainants will be; is it the customers or the employees? Obviously, it’s an internal complaint policy that you’re making, your target would be the employees! So, list procedures and guides that are directly aimed to protect and help them inform the company, or you, about their complaints.
3. Value and Observe Equality
Making biased policies is counterproductive to the purpose of addressing internal complaints. So, make sure that you are creating rules and regulations that are fair to everyone, be it to a probationary employee or a team leader. For instance, if you put details about how one should address harassment complaints in the company, then the rules should apply to all. Anyone’s race, job position, gender, and religion should not be the basis of the rules and the entire policy.
4. Categorize, Label, and Organize
There are a lot of varying internal issues and concerns that a company may deal with within a single day. So, you should categorize and organize the procedure to observe when filing any type of formal complaint in the company. Also, don’t forget to add labels in each category of your policy to help readers and your targets navigate the policy better and easier.
5. Provide Options
Policies can become restrictive and limiting, but even then, there should be options for the complainants to choose form. Options are significant, especially in cases where the accused is also the one who receives and handles the complaint. In this case, the complainant should be able to find another authorized person who will address the complaint and be a mediator. Therefore, you should be careful in choosing rules for the policies and ensure that data confidentiality is implemented when necessary.
Does an internal complaint policy include complaints about company equipment and other materials in the workplace?
Yes, an internal complaint policy can be for all sorts of complaints, for as long as it’s in and for the company. And that includes those that center on complaining about the materials and company equipment. And, when filing the complaint, the employee or complainant should still send a completed complaint form or a written letter of complaint.
How can I inform the rest of the company about the internal complaints policy?
You can send the policy to everyone involved in the company via email, or you can post it on the company walls. Nonetheless, you should choose the right file format to use when creating the policy. Choose PDF if you will be emailing the policy and choose other editable file formats, such as Word or DOC if you will be printing it out.
How many rules should be in an internal complaint policy?
It depends on what needs to be addressed in the company. However, when you’re done making the policy, you should check any redundancies in the rules, since one rule may be similar to the other. The number of pages, lines, and paragraphs you will be using in the policy will not matter, but the entire content of it does.
Mandating accountability, observing equality, and maintaining confidentiality are some of the pros of establishing internal complaint policies in a company. So, don’t waste any more time now, and use our free sample forms and templates above as your guide for creating your policy! Just choose and download, which among our samples suits your company’s needs and layout preferences. Also, you can keep the downloaded sample or template forever, and you can reuse it as your reference in the future.
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