Organisations need to handle complaints as they grow in size and volume of employees. Every day at work will bring new challenges for employees and other workers. There is no limitation to what confusion, problems, or other misconduct can surface in a firm.
This is possible even when smart uKnowva HRM systems are in place. It so happens because every person or worker comes from a different class of experience, knowledge, beliefs, and values.
No two people will have the same lifecycle to date. That means conflicts can arise between employees or employees and management.
By implementing an intelligent complaints management system, HRs find the perfect solution to manage all grievances. For that to happen, let’s read the checklist of such systems below.
Complaints Management System Checklist To Implement In Your Next HRMS:
Establish a process of filing, investigating, and solving a case.
Before implementing a grievance redressal system in your HRMS, know how to go about it. That includes having clarity on how employees will file a complaint. Answer queries like:
- How often can an employee file a complaint?
- Is the ticket for a complaint raised automatically?
- How long must a case take to resolve internally?
- How many grievance redressal system cases can your HR leaders and firm handle right now?
- Do you have the committee ready to investigate the case anonymously as they rise?
- Discuss the design and features of the complaints management system with your team of decision-makers and changemakers.
Such queries are necessary to build a simple, accessible, and reliable system for handling complaints and conflicts.
Make sure it is accessible on every registered smart device.
The modern workforce can be working from anywhere – quite literally. There is no limitation to their workplaces while working in information- and knowledge-based industries. Even the Indian software and IT companies have started promoting remote culture forever.
While working remotely, complaints can still arise. But the process and management have to be agile and accessible. Complaints handlers and managers must access the latest tickets from their registered devices.
They will receive automated updates on their dashboard or profiles. Those stats are necessary to supervise the efficiency of their complaints management solution tool. So, it’s quite easy for them to access the system from anywhere within a few clicks here and there.
This practice fastens the process and removes unwanted or delayed tasks. Complaints and grievance handling systems become more flexible, quick, and proactive when concerned people use it timely.
Build responsiveness in tackling complaints
Having a grievance redressal system remains ineffective without building a responsive system. For that, you must deploy employees at the front-end to listen to, read, and examine employee queries and complaints.
These employees must be aware of multiple labour and employment laws. That will help these employees to categorise each complaint properly on time. Otherwise, you can build a dedicated helpdesk. The uKnowva grievance redressal system allows you to do that.
With help desks for every department, employees’ complaints resolve faster. They no longer wait for the admin to pass the query to specialists and wait for a timely response.
Grieving employees can simply choose the department and send the complaints across. This is the core functionality which every modern complaints management system must have.
It will allow even conflict managers and investigators of each department to read and resolve the case without bias.
If admins want, they can allow employees to remain anonymous or remove their names from the complaints. That happens when the case becomes sensitive to the grieving employees’ mental health.
Besides that, the grievant must get timely notifications. This can either be on their registered profile or email ID. With the latest updates, they know the status of the ticket they raised.
The grievance redressal forum must be complete in all aspects.
Filing for grievances and complaints must be effective and list all the necessary information. For example, it must note the contact details of the complainant. Then, it must allow the victim or distressed employee to fill out all details of the grieving episodes.
There has to be a provision to upload necessary proofs and documents in the forum. This will help employees strengthen their case even if it has a lot of complications.
Moreover, investigators in the firm can study this evidence and close the case proactively without manipulation.
Data must be safe and secure in the system.
The next complaints management system must be safe and reliable concerning the data and history of raised tickets. Admins and C-suite management must see the status of pending, solved, and newly raised cases.
The data must always be available for them to audit or study the insightful reports. The system must allow admins and the management to download documents related to the case in multiple formats. It increases the usability and ease of implementation of the grievance system.
Leave comments on the status of the complaint.
Investigating officers or communication managers must leave comments or remarks on the raised tickets. It’s to keep the process and verdict of each case in mind, along with its notes.
These notes can be visible to the grieving party and the suspect if there are any. The case details must be visible to all parties. However, sensitive and personal information should have flexibility: the option to omit or hide from others’ profiles.
These remarks form the base of the case if it has to move to the labour court or even a higher court. The system must boost transparency and honesty while solving each such case.
The system must allow the complainant to withdraw, cancel, or resubmit.
The complaints management solution must be flexible for employees to cancel, withdraw, update, or resubmit the case. It must also have features that allow employees to add new details in the case.
Admins, communication offers, and investigating parties must get timely alerts if the case status changes from the employee’s end. This practice again boosts transparency, clarity, and a sense of purpose behind every grieving case.
Growing companies are prone to complaints very frequently. This is more evident in the era of Millennials, Gen Z and Gen Alpha workers. These candidates are growing up in the sensitive internet and social media era.
Therefore, enabling a trusted, reliable, quick, responsive, bias-free, and prompt complaints management system is a must.
Employees trust the company culture and environment more with such a system. They can be more professional and self-serving in workplaces by automating the process of grievance and conflict management.