HREOC Website: Information for Employers

A guide to the informal resolution of complaints by managers or supervisors

The following information is a guide for managers and supervisors to assist with the informal resolution of complaints within the workplace.

Suggestions for managers/supervisors when approached by an individual regarding discriminatory or harassing behaviour:

Be aware that individuals who approach you about harassment may feel a range of emotions: anger, distress, vulnerable, intimidated, frustrated, powerless
Support the complainant by reassuring them that they have taken the appropriate action by seeking your assistance
Listen, take seriously, be sensitive and non-judgemental
Inform them that no form of harassment is acceptable and they have a right to complain and have the offensive behaviour stopped
Outline the organisation's policy and procedures
Ask the complainant how they want the situation to be handled
Discuss options and outcomes
Advise about confidentiality.

Seek advice and/or assistance from Personnel on how to handle the situation, if necessary
Assist complainant undertake "self-help" resolution if required - discuss ways in which they could tell the offender that their behaviour upsets them and they want them to stop it, or refer person to contact officer who can provide advice
Undertake any immediate action such as removal of graffiti
If necessary approach the person against whom the complaint is made
The initial aim should be to stop the behaviour perceived as harassing, now and in the future
Monitor and ensure behaviour does not re-occcur and that the complainant is not victimised
Any record keeping should take the form of simple diary notes
Discuss continuing, serious and/or difficult problems with management or employee relations/personnel as soon as possible. It may not be possible for the complainant to resolve the issue alone and management may need to take formal investigatory action
Management may need to take other action to protect all staff. Discuss with, and keep, the complainant informed of any action taken (internal formal option).

Listen to their point of view
Inform them of relevant policy and procedures
Inform them that if the alleged behaviour did occur they would be in breach of the organisation's policy and state/federal law
Advise that even if behaviour were not intended to be offensive, offence has been taken and needs to be resolved
Clarify acceptable and unacceptable behaviour
Discuss any action needed to resolve the complaint and relay this to the complainant
Obtain an undertaking that the behaviour in question, regardless of whether admitted or not, will not be entered into by the respondent in the future
Advise of potential penalties if the behaviour continues, the need for confidentiality and the prohibition of victimisation.