Grievance Handling Policy​

Overview

At Vanessa M – Taking Care of Business (VMTCB) we aim to foster good relations amongst Clients, Virtual Assistants (VA) and Management.   

We acknowledge that problems can arise and occasionally a client may feel aggrieved.  These problems can sometimes arise from behaviour, decisions of management or poor client work. 

A grievance can be due to an action taken, or not taken, by management or a VA which results in distress or feeling unfairly or unjustly treated.   A grievance may also relate to discrimination, harassment, bullying and other decisions or behaviour that is considered unfair, unjust or upsetting. 

The grievance handling policy outlines some options and procedures to follow in the attempt to resolve a grievance, including the steps VMTCB will take in the event an issue is raised or a formal complaint is lodged. 

In so far as this policy imposes any obligations on VMTCB, these obligations are not contractual and do not give rise to any contractual rights.  To the extent that this policy describes benefits and entitlements for clients, these are discretionary in nature and are also not intended to be contractual.  All terms and conditions for a client and VA that are intended to be contractual are set out in a VMTCB contract. 

 

What are your options if you have a grievance?

In general, there are three options to consider if you have a grievance, being:

1.  Deal with the matter informally

A grievance can be dealt with informally by a client should the grievance be with a VA. The client may approach either the VA or VMTCB crew member directly, if they feel comfortable about raising in this way.   
A client may talk or email the VA about their behaviour, decisions, actions, and quality of work that was unfair, offensive, poor quality or discriminatory etc., and explain reasons why it is believed to be so.    

We believe a person may have been unaware of the effect of their behaviour, decision or the quality of their work. By informing them directly, it will give the chance to quickly redress the situation.    Although, we appreciate this may not be appropriate in some cases, particularly if a client does not feel comfortable with speaking directly to the person involved.

2. Speak to VMCTB – Client Relations Manager (CRM)

Where a client does not wish to speak directly to the person involved and seek assistance from the VMTCB management team, an email is to be sent to the Client Relations Manager (support@vanessamtcb.com) to explain the grievance.   

The CRM will consider the reported grievance, and suggest actions or options to be taken in response, this may include approaching the person involved to raise informally or it may result in formal action.  

Generally, the CRM will seek approval before taking action – although there may be times that actions will be necessary, even where a client may not wish for the matter to be taken further.   
If a grievance is about the CRM, you may speak or raise the matter directly with Vanessa.

3. Make a formal complaint.

Should a client decide to make a formal complaint, this may be done by putting the complaint in writing. 

As the first point of contact, please email the Client Relations Manager at (support@vanessamtcb.com) highlighting the intent to raise a formal complaint and outline details of the grievance.  

If a grievance is about the CRM, you may raise the matter directly with Vanessa.

 

If you make a formal complaint how will your grievance be handled?

Grievances will be handled in accordance with the following guidelines:

Grievances will be treated with the utmost confidentiality (except in circumstances where the VMTCB deems it necessary to disclose information for the purpose of dealing with it effectively; disclosure will be no wider than is strictly necessary). The written complaint should have a description of the incident (s), decision, behaviour in question, quality of service as well as the date of the incident (s), client signature and date of complaint.  It is important to maintain confidentiality unless permission has been granted by VMTCB.

Any grievance will be taken seriously, handled sensitively and any steps taken will be in accordance with the principles of procedural fairness:

  • Clients that raise grievances are protected from victimization;
  • Grievances will be dealt with promptly, taking into account the circumstances;
The Investigation

Where a grievance cannot be resolved and VMTCB deems it necessary to investigate the matter it will be done by an appropriate person within the VMTCB company. 

The investigation is to be conducted at the discretion of VMTCB.  The following are general guidelines only.

During the investigation, the client will generally be interviewed first.  

Subsequently, the person to whom the complaint is made, is then interviewed and as well as any other relevant people involved. 

  • If a complaint is substantiated, appropriate action will be taken.
  • If a complaint is unsubstantiated, the client will generally be given an explanation as to why a finding was made.
  • If a complaint is found to be fabricated or vexatious, appropriate action may be taken against a client including termination of your contract.
What if you are not satisfied with the outcome?

If a client is not satisfied with the outcome, they may have the option of raising the complaint with an outside agency such as the Australian Human Rights Commission, the Fair Work Ombudsman or the relevant State Anti-Discrimination Board and other bodies.