2015

Grievance
Register

Grievance
Templates
Grievance Register and Procedures
Element 7.3.4

Educators Name: Date:

Nominated Supervisor Name:

Grievance Register
A record or register will be maintained by the Service outlining the nature of the complaint, the
complainant, date the complaint has been brought to the Approved Provider’s or Nominated Supervisor’s
attention and action taken to resolve the complaint.

Name of Person Dealing With Complaint

Date Grievance was received:

Name of Grievant:

Nature of Grievance:

Outcome of Grievance:

Task Date Date Completed By Signature

Started Complete

Send letter of receipt

when written grievance
received

Discuss grievance with

grievant
(within 24 hours of verbal or
written complaint)

Investigate grievance

Communicate the result

of the investigation to
the grievant
(within 7 working days of
receiving verbal or written
complaint)

Document the
investigation and
outcome
(Do not include details in the
file of any staff member
involved unless a disciplinary
action has been undertaken.)

Offer external review to

the grievant

Send questionnaire to
grievant

Track complaints to
rectify recurring issues
within our Service

Grievance Procedure Templates

Review January 2013

Parent grievance with staff member or Service environment

April 28, 2013

Service Name
Address

NSW 2016

WE ARE NOT TAKING YOUR DISSATISFACTION LIGHTLY

Dear [CONTACT NAME],

Thank you for your letter of [DATE] describing the problems you have been having with our Service.
[OUTLINE OF GREVIANCE]. I appreciate your sincerity. Please accept my apologies.

We are not taking your dissatisfaction lightly. In fact, we are using our grievance procedure to address
your grievance using the steps outlined below.

I will be the person handling the grievance <or add name of the Approved Provider or Nominated
Supervisor’s representative handling the grievance>. In normal cases, no action will be taken without the
consent of the persons raising the grievance, nor will their name be disclosed without prior consent.

I will be doing my utmost to maintain confidentiality throughout this process. However in order to deal with
the grievance effectively, it may be necessary to notify people directly involved in your grievance. Please
be assured, however, that victimisation of any person raising a grievance is unacceptable and may be
viewed as misconduct.

Our grievance process involves:

1. Investigating the grievance

2. Communicating the result of the investigation
3. Documenting the result and process
4. Offering external review to the grievant
5. Obtaining feedback about the complaint process (by questionnaire)
6. Tracking any similar complaints to rectify issues within our Service.

I will be in touch shortly after completing an investigation of your grievance. Please feel free to contact me
if you wish to discuss the matter further.

Sincerely,

Nominated Supervisor
Ph 02
Employee grievance
April 28, 2013

Review January 2013

Service Name
Address

NSW 2016

WE ARE NOT TAKING YOUR GRIEVANCE LIGHTLY

Dear [CONTACT NAME],

Thank you for your letter of [DATE] describing the problems you have been having at work. [OUTLINE OF
GREVIANCE].

We are not taking your grievance lightly. I will be using our grievance procedure to investigate your
complaint using the steps outlined below. I will do this as quickly as possible in an impartial, fair and
thorough way.

I will also be doing my utmost to maintain confidentiality throughout this process. However in order to deal
with the grievance effectively, it may be necessary to notify people directly involved in your grievance.
Please be assured, however, that victimisation of any person raising a grievance is unacceptable and
may be viewed as misconduct.

Our grievance process involves:

1. Investigating the grievance

2. Communicating the result of the investigation
3. Documenting the result and process
4. Offering external review to the grievant
5. Obtaining feedback about the complaint process (by questionnaire)
6. Tracking any similar complaints to rectify issues within our Service.

More information is available in our Educator and Management Policy. I will be in touch shortly after
completing an investigation of your grievance. Please feel free to contact me if you wish to discuss the
matter further.

Sincerely,

Nominated Supervisor
Ph 02

Grievance Outcome Questionnaire

Review January 2013

To ensure we understand whether you are satisfied with the resolution of your grievance could
you please complete this form.

Name: _______________________________________________________________

Signature:__________________________________________Date:____/____/_____

Overall how satisfied are you with the results from the grievance process (Please circle
one)

Very Satisfied Satisfied Neither satisfied or dissatisfied Dissatisfied Very

Dissatisfied

Did you receive a letter of receipt if you made your complaint in writing? Yes No N/A

Was your grievance investigated fairly, impartially, promptly and thoroughly? Yes No N/A

If no, please provide comments

Were the results of the investigation communicated to you in writing by the Nominated Yes No N/A
Supervisor or Approved Provider?

If you weren’t happy with the outcome of the investigation, were you offered an Yes No N/A
external review of your grievance?

Do you have any comments about how we can improve our Grievance procedures?

Thank you for your time. Please use the addressed and stamped envelope to
return this form or hand directly to the Nominated Supervisor.

Review January 2013

Tracking complaints to identify recurring issues

Quarterly Grievance Tracking System

Step 1
Identify all grievances made in the last 12 months at the Service.

Step 2
Group similar grievances together to identify patterns

Step 3
Within the groupings identify any similar factors or threads running through the complaints

These may include certain:

 Children
 Families
 Staff Members
 Locations

Step 4
Take action to address recurring issues.

Review January 2013