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1 When Im at work: Solving complaints Slide 2 2 Topic 1 Slide 3 3 Points for Topic 1 What is a complaint? What types of complaints are there? What is the difference between a grumble and a formal complaint? When should I make a complaint? Slide 4 4 What is a complaint? A complaint is a problem or worry you have at work that you need to tell someone about. Slide 5 5 Different types of complaints The way your supervisor or workmates treat you Your pay Your hours of work Where you work The safety of your job Being treated unfairly Slide 6 6 Is your complaint serious or just a grumble? Is the problem making: you work badly someone else work badly you or anyone else unsafe you or your workplace look bad? If yes, then the problem could be more than just a workplace grumble. Slide 7 7 When should you make a complaint? when you have a problem or worry at work that you cannot work out on your own. Standard 7 says that your workplace must help you with work-related complaints. Slide 8 8 Focus questions Your trainer will discuss with you the information you have just heard and read about. Slide 9 9 Igors story Slide 10 10 Slide 11 11 Slide 12 12 Slide 13 13 Slide 14 14 Slide 15 15 Slide 16 16 Slide 17 17 Slide 18 18 Discussion questions Your trainer will discuss some questions about Igors story with you. Slide 19 19 Workbook activities Find the activities about Igors story in your workbook. Your trainer will help you with the activities. Slide 20 20 Topic 2 Slide 21 21 Points for Topic 2 How can a complaint make things better at work? What are my rights? What does my workplace have to do if I make a complaint? Slide 22 22 Complaints can make things better You have a right to complain. It is important to fix things if they are wrong. If you have a problem with your work, tell your supervisor or someone else you trust about it. Your workplace has to help you sort the problem out. Slide 23 23 Disability Services Standards Standard 7 tells you what your workplace must do if you make a complaint. Standard 4 says that your workplace must keep your complaint private and confidential. Slide 24 24 Your right to complain It is your right to know: who you go to if you want to make a complaint what information you will need to give how you will be treated how long it will take before something is done what might be written down what to do if you are still not happy. Slide 25 25 Do not be afraid to complain Do not be afraid to make a complaint. Your workplace must take your complaint seriously. You will not be treated badly if you make a complaint. You will not be treated badly if you tell your side of the story. Slide 26 26 Focus questions Your trainer will discuss with you the information you have just heard and read about. Slide 27 27 Diannes story Slide 28 28 Slide 29 29 Slide 30 30 Slide 31 31 Slide 32 32 Slide 33 33 Slide 34 34 Slide 35 35 Slide 36 36 Discussion questions Your trainer will discuss some questions about Diannes story with you. Slide 37 37 Workbook activities Find the activities about Diannes story in your workbook. Your trainer will help you with the activities. Slide 38 38 Topic 3 Slide 39 39 Points for Topic 3 What are the steps to take in a formal complaint? What will I have to do if I make a complaint? What can I do if my complaint is not taken seriously? Slide 40 40 What happens when you make a formal complaint? Making a formal complaint about a serious work problem means: telling the whole truth telling your whole story other people telling their whole stories the stories are written down signing your story. Slide 41 41 What happens if people do not take your complaint seriously? You can talk to other people about your complaint. Your workplace must tell you who you can talk to. Slide 42 42 Focus questions Your trainer will discuss with you the information you have just heard and read about. Slide 43 43 Lisas story Slide 44 44 Slide 45 45 Slide 46 46 Slide 47 47 Slide 48 48 Slide 49 49 Slide 50 50 Slide 51 51 Slide 52 52 Slide 53 53 Discussion questions Your trainer will discuss some questions about Lisas story with you. Slide 54 54 Workbook activities Now find the activities about Lisas story in your workbook. Your trainer will help you with the activities. Slide 55 55 Topic 4 Slide 56 56 Points for Topic 4 What are some hints to make a proper formal complaint? What happens when decisions are made about my complaint? Slide 57 57 Tips for making a complaint Talk to a friend or your supervisor. Sort things out on your own if you can. Slide 58 58 Making decisions about complaints People will listen to everyones stories. They will make a decision about your complaint. If you are not happy, you can talk to other people. Slide 59 59 Focus questions Your trainer will discuss with you the information you have just heard and read about. Slide 60 60 Melissas story Slide 61 61 Slide 62 62 Slide 63 63 Slide 64 64 Slide 65 65 Slide 66 66 Slide 67 67 Slide 68 68 Slide 69 69 Discussion questions Your trainer will discuss some questions about Melissas story with you. Slide 70 70 Workbook activities Now find the activities about Melissas story in your workbook. Your trainer will help you with the activities. Slide 71 71 Topic 5 Slide 72 72 Point for Topic 5 Who else can help me with my complaint? Slide 73 73 Getting help from other people or services Your workplace should give you information and training about how you can make a complaint. If you are not sure what you need to do, ask your supervisor or someone else who you trust. Slide 74 74 Getting help from other people or services An advocacy service can help you. The Complaints Resolution and Referral Service can help you. The Australian National Disability Abuse and Neglect Hotline can help you. The Human Rights and Equal Opportunity Commission can help you. Slide 75 75 Focus questions Your trainer will discuss with you the information you have just heard and read about. Slide 76 76 Jackies story Slide 77 77 Slide 78 78 Slide 79 79 Slide 80 80 Slide 81 81 Slide 82 82 Slide 83 83 Discussion questions Your trainer will discuss some questions about Jackies story with you. Slide 84 84 Workbook activities Now find the activities about Jackies story in your workbook. Your trainer will help you with the activities.