Problems and disputes can arise from time to time between businesses, their customers, suppliers and employees. Most can be resolved quickly and efficiently with a common sense approach.
However, unresolved disputes and grievances can be very costly to everybody involved.
This standard will assist Swanned Pty Ltd to develop a Complaint Handling and Dispute Resolution Policy and a clear set of standards and procedures to effectively and fairly respond to complaints in a professional, timely and cost effective manner.
A structured complaints and dispute resolution process, with a focus on effective resolution at an early stage, will help Swanned Pty Ltd to minimise disruption in the workplace and to avoid many of the costs associated with complaints and disputes.
We want to ensure our disputes are handled simply and professionally. We will ensure that ours will:
Be simple and credible. It’s important our employees and customers know their issues or grievances will be taken seriously.
Be sensitive. We want our employees and customers to be reassured their issue will be handled confidentially.
Seek clarification. We will enable the facts and issues in dispute, but also be open to expressions of opinions and recognise the importance of feelings.
Encourage listening. We will listen to customers and employees to draw out what the dispute is really about. It might be due to a simple misunderstanding. Good listening will help us determine the real issues and work out how they can be best resolved.
Set expectations. We will set expectations that your dispute can be resolved, while also recognising that more serious issues may need to be escalated.
Establish an escalation process. We have a path for escalation if the dispute can’t be resolved. It won’t always be possible to escalate the dispute through senior management. If this is the case and we’re unable to resolve the dispute, we can seek third-party assistance to help resolve the matter.
Be consistent. We will be consistent with our dispute resolution processes and remember our company values when handling disputes.
Be quick. We endeavour to deal with disputes in a quick manner.
Be transparent. We will be clear to both customers and employees about our dispute resolution process.
Step 1: Discussion with manager
Step 2: Written complaint and decision
Step 3: Appeal of decision
If an employee fails to appeal from one level to the next level of this procedure within the time limits set forth above, the problem should be considered settled on the basis of the last decision, and the problem should not be subject to further consideration.
Because problems are best resolved on an individual basis, the conflict resolution procedure may be initiated only by individual employees and not by groups of employees. All complaints must be made in good faith.
Swanned Pty Ltd reserves the right to impose appropriate disciplinary action for any conduct it considers to be disruptive or inappropriate. The circumstances of each situation may differ, and the level of disciplinary action may also vary, depending on factors such as the nature of the offense, whether it is repeated, the employee’s work record and the impact of the conduct on the organization.
No Swanned Pty Ltd employee will be subject to retaliation for filing a complaint under this policy.
Step 1 - Understand the Dispute
Swanned Pty Ltd will endeavour to understand why the dispute occurred, how it may have escalated, and why it has not been resolved through direct discussion or negotiation.
Step 2 - Understand Dispute Resolution Options
We will understand the different dispute resolution options such as assisted negotiation, mediation, facilitation or expert determination.
Step 3 - Select the Appropriate Dispute Resolution Method
We will review the dispute to establish if it may be necessary to litigate or go to formal arbitration.
Step 4 - Work towards a successful resolution outcome
Swanned Pty Ltd seeks to maintain and enhance our reputation of providing you with high quality products including services to facilitate relationships between our members. We value complaints as they assist us to improve our products, services and customer service.
Swanned Pty Ltd is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible.
A range of services are available to provide support for both consumers and small Businesses.
Department of Fair Trading (NSW) ph 13 32 20;
Consumer Claims Tribunal (NSW) ph 1300 135 399;
Commonwealth Ombudsman (National) ph 1300 362 072; and
Australian Competition & Consumer Commission (National) ph 1300 302 502.
Date effective - September 2021