KNOWLEDGE BASE

Purpose

Bodyfocus Wellness Centre is committed to maintaining a respectful, professional, and collaborative workplace.

This procedure provides a process for employees to raise workplace concerns, complaints, or disputes and supports the fair, timely, and respectful resolution of workplace issues.

Scope

This procedure applies to all employees, contractors, students, and other personnel engaged by Bodyfocus Wellness Centre.

Guiding Principles

Bodyfocus Wellness Centre will seek to:

• Encourage open and respectful communication.

• Resolve issues as early as possible.

• Treat all parties fairly and impartially.

• Maintain confidentiality where reasonably practicable.

• Protect employees from victimisation or adverse treatment for raising genuine concerns.

• Promote positive working relationships and workplace culture.

Types of Workplace Complaints

Workplace complaints may include, but are not limited to:

• Interpersonal conflict

• Communication difficulties

• Workplace behaviour concerns

• Bullying or harassment concerns

• Concerns regarding workplace practices

• Work allocation or role-related disputes

• Concerns regarding organisational policies or procedures

This procedure is not intended to replace formal disciplinary processes where misconduct is alleged.

Informal Resolution

Where appropriate, employees are encouraged to address concerns directly with the relevant person in a respectful and professional manner.

Many workplace concerns can be resolved through open discussion and clarification.

Employees may seek assistance from management if they are uncomfortable addressing the matter directly or if informal resolution is unsuccessful.

Formal Complaint Process

Where a matter cannot be resolved informally, a formal complaint may be submitted to management.

A complaint should include:

• A description of the issue

• Relevant dates or circumstances

• Individuals involved

• Any steps already taken to resolve the matter

• The outcome sought by the employee

Complaints may be submitted verbally or in writing.

Review and Investigation

Upon receiving a formal complaint, management will:

• Acknowledge receipt of the complaint

• Consider the nature and seriousness of the issue

• Determine whether further information is required

• Undertake enquiries or investigation where appropriate

• Meet with relevant parties as required

• Seek to resolve the matter fairly and promptly

The extent of any investigation will depend on the circumstances of the complaint.

Outcomes

Following review of a complaint, outcomes may include:

• Clarification of expectations

• Informal resolution

• Mediation or facilitated discussion

• Workplace adjustments

• Additional training or support

• Policy or process improvements

• Referral to another organisational procedure

Where appropriate, parties will be informed of the outcome of the complaint.

Confidentiality

All parties involved in a complaint are expected to maintain confidentiality and respect the privacy of others.

Information will only be disclosed where necessary to investigate, manage, or resolve the matter, or where required by law.

Protection from Victimisation

Bodyfocus Wellness Centre will not tolerate victimisation, retaliation, or adverse treatment against any person who raises a genuine workplace concern or participates in a complaint process.

Any retaliatory behaviour may result in disciplinary action.

Record Keeping

Records relating to formal complaints and their resolution will be maintained securely within approved organisational systems in accordance with the Privacy, Confidentiality and Information

Management Policy."

Responsibilities

Management

Management is responsible for:

• Responding to complaints promptly and fairly

• Maintaining confidentiality where practicable

• Undertaking appropriate enquiries

• Supporting respectful workplace behaviour

• Maintaining complaint records

Employees

Employees are responsible for:

• Raising concerns respectfully and in good faith

• Participating honestly in complaint processes

• Maintaining confidentiality where appropriate

• Treating others with respect throughout the process

Related Documents

• HB-001 Employee Handbook

• POL-010 Code of Conduct

• PROC-005 Misconduct and Discipline Procedure

• POL-007 Workplace Health and Safety Policy